Podcast
Questions and Answers
Which of the following best describes external customers?
Which of the following best describes external customers?
Internal customers refer to those who receive the direct output of a process.
Internal customers refer to those who receive the direct output of a process.
True
What does CTQ stand for?
What does CTQ stand for?
Critical-to-quality
The stakeholders or leaders of the organization are referred to as ________ customers.
The stakeholders or leaders of the organization are referred to as ________ customers.
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Match the following terms with their definitions:
Match the following terms with their definitions:
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Which of the following is NOT considered a type of stakeholder?
Which of the following is NOT considered a type of stakeholder?
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Stakeholder analysis only involves identifying key stakeholders.
Stakeholder analysis only involves identifying key stakeholders.
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What is the primary purpose of defining a project?
What is the primary purpose of defining a project?
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What is the primary purpose of the Define phase in the DMAIC model?
What is the primary purpose of the Define phase in the DMAIC model?
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A project charter is a one-time document that does not change throughout the project.
A project charter is a one-time document that does not change throughout the project.
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What does VOC stand for in the context of project management?
What does VOC stand for in the context of project management?
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What can occur if a project is poorly defined?
What can occur if a project is poorly defined?
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In stakeholder analysis, it is essential to assess and analyze stakeholder ______ on the project.
In stakeholder analysis, it is essential to assess and analyze stakeholder ______ on the project.
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The Define phase is not necessary for focusing on customer requirements.
The Define phase is not necessary for focusing on customer requirements.
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The project charter serves as a contract between the project team and the ___ team.
The project charter serves as a contract between the project team and the ___ team.
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What is one key deliverable produced during the Define phase?
What is one key deliverable produced during the Define phase?
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Match the following core processes with their descriptions:
Match the following core processes with their descriptions:
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The _______ Diagram is used in the Define phase to identify performance standards.
The _______ Diagram is used in the Define phase to identify performance standards.
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Match the following elements with their significance in project definition:
Match the following elements with their significance in project definition:
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What is the primary goal of capturing VOC?
What is the primary goal of capturing VOC?
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Which of the following activities is NOT part of the Define phase?
Which of the following activities is NOT part of the Define phase?
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How many phases of DMAIC should the charter be reviewed after?
How many phases of DMAIC should the charter be reviewed after?
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Core processes are those critical for long-term strategic planning.
Core processes are those critical for long-term strategic planning.
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Management support is not necessary for a well-defined project.
Management support is not necessary for a well-defined project.
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Match the following tools with their purposes:
Match the following tools with their purposes:
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The steps in stakeholder analysis should be reviewed and ______ periodically.
The steps in stakeholder analysis should be reviewed and ______ periodically.
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The output of the Define phase includes a well-defined problem statement.
The output of the Define phase includes a well-defined problem statement.
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Name one reason why stakeholder involvement is critical in defining a project.
Name one reason why stakeholder involvement is critical in defining a project.
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What is the main project goal for the project management group?
What is the main project goal for the project management group?
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What is the significance of identifying customer problems in the Define phase?
What is the significance of identifying customer problems in the Define phase?
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Which of the following should NOT be included in a problem statement?
Which of the following should NOT be included in a problem statement?
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A project scope includes a timeline for project completion.
A project scope includes a timeline for project completion.
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A good problem statement should quantify the problem and state the effect.
A good problem statement should quantify the problem and state the effect.
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What is meant by 'Scope Creep'?
What is meant by 'Scope Creep'?
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The project will start from the receipt of mail at the Oklahoma City dock and stop at the customer's mail __________.
The project will start from the receipt of mail at the Oklahoma City dock and stop at the customer's mail __________.
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What does SMART stand for in the context of project goals?
What does SMART stand for in the context of project goals?
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What is a Stakeholder?
What is a Stakeholder?
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A problem statement should define a __________.
A problem statement should define a __________.
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Match the following examples with the corresponding characteristics:
Match the following examples with the corresponding characteristics:
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The project scope should clarify what is within the team's area of __________ and what is outside that area.
The project scope should clarify what is within the team's area of __________ and what is outside that area.
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What is the primary focus of a project goal statement?
What is the primary focus of a project goal statement?
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Name one characteristic of an effective mission statement in a project.
Name one characteristic of an effective mission statement in a project.
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Project goal statements should be vague to allow for flexibility in approach.
Project goal statements should be vague to allow for flexibility in approach.
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Match the following project terms with their descriptions:
Match the following project terms with their descriptions:
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What problem is indicated by a high scrap rate on line 25?
What problem is indicated by a high scrap rate on line 25?
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Study Notes
Lean Six Sigma Certification
- Green Belt Certification course offered
- Topics covered include the Define phase of the DMAIC model, applied projects, and Lean Six Sigma methodology
DMAIC Model
- Define phase:
- Launch team establishment
- Project charter creation
- Identifying customer needs
- Planning for change
- Measure phase:
- Documenting the process
- Collecting baseline data
- Narrowing project focus
- Analyze phase:
- Analyzing data
- Identifying the root cause
- Improve phase:
- Generating solutions
- Evaluating solutions
- Implementing solutions
- Control phase:
- Controlling the process
- Validating project benefits
Define Phase: Road Map for Improvement Projects
- Identify standards, metrics, objectives, and customer problems
- Result: Problem statement and project plan
- Maintain, monitor, and control variation
- Result: Control plan
- Plan, apply, and deploy improvement tools
- Result: Reduced variation and improved performance
- Map and measure the process
- Result: Good quality data collection
- Organize and analyze data
- Result: Identify failure modes, variation sources, and root causes
Define Phase: Key Concepts
- Activities:
- Identify customer problems and draft the problem statement
- Identify performance standards (CTQs)
- Identify improvement objectives (Goals)
- Develop high-level process maps
- Identify the customer (define their needs)
- Link problem to key business drivers
- Tools/Deliverables:
- Project Charter
- Team Charter
- SIPOC Diagram
- Voice of the customer
Overview of the Define Phase
- What is the Define step?
- Identify the product/process to be improved
- Define the project: Purpose, scope, background info on the process and customers
- Secure resources for the improvement project
- Why is the Define phase important?
- Sets expectations for the improvement project
- Keeps the focus on customer requirements
- What are the outputs of the Define step?
- Project Charter: Purpose, goals, resources, boundaries
- Well-defined problem/opportunity statement: Impact, effect on organization, timeline
- High-level process map (SIPOC): Displays major process events
- Voice of the Customer data: Customer needs & perceptions
What We Will Cover in the Define Phase
- Project Charter
- Project Teams
- Stakeholders
- High-level Process Flow
- Voice of the Customer (VOC)
Defining a Project
- Projects require explicit definition before applying process excellence tools
- Project definition clarifies purpose, objectives, goals, boundaries, and timeline
- Poorly defined projects:
- May not deliver expected results
- Lose focus and credibility
- May not receive management support
Project Charter
- Agreement between management and team members on project expectations
- First step in Lean Six Sigma methodology
- Can make or break a project by defining resources and boundaries; ensuring focus, effectiveness, and motivation
- Can be considered a contract between project team and executive team
Project Charter – Ongoing Process
- Project charters often evolve as the project progresses
- Review charters after data collection/verification and DMAIC phase completion
- Be flexible and willing to revise based on findings
Choosing a Project
- Evaluate a project's alignment with team control, team member participation in activity/process/operation, process owner/sponsor support, and supportable business case.
- Needs to have a definite time frame for schedule.
Project Charter (Template)
- Includes elements like problem statement, project definition/scope, team members, milestones/projected timeline
Project Charter - Additional Considerations
- Project value: Understanding the value of the project.
- Assumptions/concerns: Documenting sources and concerns
- Business case/ROI calculations: Savings estimations.
- Areas of concern: Discussing project characteristics.
- Next steps: Future actions needed
Problem Statement
- Defines the problem, its magnitude, trend, and baseline performance
- Specific, quantifies the issue, states effect/pain, defines defect.
- Doesn't include cause or solutions
Problem Statement Example (Good/Bad)
- Example statements demonstrating appropriate problem statement composition
Project Goal/Mission Statement
- States the project's goal & how much improvement is sought.
- Must be SMART (Specific, Measurable, Achievable, Relevant, Timely)
- Related to the problem identified
Project Goal: Good or Bad?
- Example project goals demonstrating efficacy and effectiveness of the statement
Project Scope
- Clearly describes the project boundaries (beginning and end points)
- Identifies what's within/outside team's area of influence
- Constrains, products, locations, etc.
Project Scope Example
- Example project scopes outlining specific boundaries
Stakeholder Analysis
- Identifies individuals, groups, or organizations impacted by the project
- Those with an interest in the project success, influencing and involved in the project
Types of Stakeholders
- Includes managers, process owners, project team, employees, upstream/downstream departments, customers, suppliers, and finance personnel
Stakeholder Analysis (Power-Interest Grid)
- Framework to asses stakeholders, categorize them by power and interest, and define appropriate engagement strategy for each
Identify Core Processes and Key Customers
- Identify critical day-to-day operational processes (HR, accounting, etc.) and associated customers
Voice of the Customer (VOC)
- Process of collecting customer needs and feedback for high-quality services/products
- Capturing stated and unstated needs/requirements
- Captured through discussions, surveys, focus groups, and customer specifications
VOC – Why It Is Important?
- Crucial for continuous improvement initiatives.
- Understanding diverse customer perspectives.
- Identifying external and internal customers.
Defining Customer Requirements
- Translating generic customer needs into specific critical-to-quality requirements (CTQs)
- Ensuring CTQs are precise, measurable, definable using a formula, as a project metric.
CTQ Example
- Example CTQ derived from customer feedback
CTQ to Metric Example
- Illustrating the link between a need (desired product characteristic), a CTQ, and a metric used to measure the characteristic.
The Right Voice of the Customer
- Illustrative representation of a good VOC process
Kano Model
- Overview of the Kano Model
All Work is Done in a Process
- Understanding work is a process that involves people. resources, and steps.
SIPOC Diagram
- Defines start and end, provides a 30,000-foot view of the process
- A process likely includes multiple suppliers, inputs, outputs, and customers
- Lists these in a specific manner
A SIPOC Diagram
- Details how suppliers, inputs, the process itself, outputs, and customers relate to define the elements of a process comprehensively in a thorough manner.
Expanded Process SIPOC Template
- Guidelines for using a SIPOC to understand process activities
- Steps for defining process boundaries and identifying critical points of the process
High Level SIPOC Example
- Example of a high-level SIPOC, showing the interrelation and inter-dependence of elements
High-Level Process (Activity) Map
- Diagram of sequential process steps
- Helps understanding actual processes and identifies variation causes
Process Step/ Operation Symbol
- Represents the step where entity changes due to work
- Also known as task, step, or operation
Decisions
- Symbols used for decision points with clear Yes/No options and branching paths
Decisions/Symbology
- Graphic illustration of the components of a decision flow.
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Description
This quiz covers the essential topics related to the Lean Six Sigma Green Belt Certification, focusing on the Define phase of the DMAIC model. Participants will explore key elements such as project charter creation, customer needs identification, and planning for change, alongside the other phases of DMAIC. Test your understanding and application of Lean Six Sigma methodology.
