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Define phase of Six Sigma has also been known as an anticipated sales pitch, as the project charter section of define phase is the story board which is presented to the customers and stakeholders to seek their approvals on the project. This post on Slideshare by Advance Innovation Group focuses on some key deliverables of Define phase like, what is the objective of documenting the define phase, what are the basic questions which a consultant should answer, what are the benefits of doing this project, the do's and dont's of the project, establishing project boundaries, selecting the members who will be a part of this entire initiative, define roles and responsibilities to them, establishing a communication plan and documenting process flow. You may also visit our blog for more videos, articles, documents on the developing better understanding on the deliverables of Define Phase. Visit our website www.advanceinnovationgroup.com to access the blog, or follow this link http://advanceinnovationgroup.com/blog.
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Objectives of Define Phase
Objectives of Define
To identify the process or product for improvement
To identify customers and translate the customer needs into CTQs
To develop a Team CharterBusiness case
Problem & Goal statement
Project scope
Team & Roles & Responsibility
Milestones
To develop a high-level process map for the most significant four to five
steps of the process
To obtain formal project approval
Business Case
Questions to consider to answer
Why is the project worth doing?
What are the consequences of NOT doing it now?
Why is it a priority?
How does it fit with business initiatives and targets?
Is there a valid financial justification for doing this project
Problem Statement / Opportunity Statement
Should answer: What is wrong or not meeting our customer’s need?
When and where do the problem occurs?
Whom is it impacting?
How big is the problem?
What is the impact of the problem?
Should NOT answer:
• Potential cause
• Conclusions or potential solutions
Description of pain….
What, When, Where, Whom,
Which How much?
Advisable Elements of PS
Advisable elements
Describe briefly the process under consideration
Mention the tenure of data collected for framing your problem statement
Quantify the problem
Quantify the magnitude of the consequence of the problem and mention the
tangible and intangible impacts of the same.
Problem Statement / Opportunity Statement
Poor Example:
Our customers are angry with us and are late in paying their bills
Good Example:
In the last 6 months (when), 20% of our repeat
customers – not first timers– are over 60 days late
(what) paying our invoices. The current rate of late
payments is up from 10% in 1990 and represents 30
% of our outstanding receivables (magnitude). This
negatively affects our operating cash flow (impact of
consequence).
Description of pain….
What, When, Where, Whom,
Which How much?
In Scope:
All processes, documents that contribute to the software
related tickets being opened by the teams, including but not
limited to IT Infra Internal Processes, provisioning processes,
exit processes etc
Out of Scope:
Software licensing related processes are not deemed to part
of this project
Business Case:
XYAis a development centre for a fortune 5 company. For the
management of internal IT Infrastructure issues, they have an
internal tool named infra central which is used for incident,
problem and change management of IT assets in the
organization. Of late it is being observed that the concerned
department is always under a lot of pressure leading to SLA
Misses, lot of rework, loss of productive hour, and hence
needs urgent attention.
Problem Statement:On analyzing the last for the last one year we observe that out
of total 6556 ticket raised in the year 09-10, 43.7% tickets have
been opened for Software related issues. Too many tickets
being opened is adversely impacting the department’s ability to
serve their customers well and often critical SLAs of OTA, OTC
are being missed etc. These and the other challenges is
impacting the productivity of the employees sometimes leading
to the schedule slippage and in turn customer dissatisfaction
etc. Additionally, the increased work pressure of the department
is preventing proactiveness and preventive maintenance
leading to lot of rework, absence of permanent fixes of issues
etc.
Goal Statement:
This project targets to reduce the number of tickets in the
software category by 1/3 in the next one month.
Target Date Actual Date
Start Date Xxxx Xxxx
Define Xxxx
Measure
Analyze
Design
Verify
High Level Project Plan
Project Charter
