In our seventh article, we explored Critical To Quality (CTQ) and the translation of the Voice Of Customer (VOC) to establish a clear CTQ for addressing issues. Now, let’s delve into the Process Map as the final step in the Define phase. It's crucial to bear in mind that Six Sigma's primary objective is adopting a proactive approach, emphasizing the development of processes that generate fewer, ideally no defects, rather than reacting to issues.
In the Define phase, a process map establishes a high-level connection between the customer and the process, aiding in the identification of key requirements. The components encompassed by a Process Map are:
• Customer’s Requirements
This structured representation facilitates a comprehensive understanding of the interactions and dependencies within the defined process, known as COPIS.
COPIS maps the interaction between the customer and the process by defining customer requirements and outlining the steps taken to deliver the desired output. It places the process and customer in perspective, illustrating process flow, highlighting boundaries, and showcasing interdependencies.
COPIS components include:
Customer: Recipient of the process output.
Output: Anything produced for the customer (internal or external). Outcome of the process.
Process: Group of activities required to transform inputs into customer-desired output
Input: Material or knowledge required to produce the desired output
Supplier: Source that supplies the input (such as Agent)
This article brings the Define phase to a close at a high level. Our next article will delve into the Measure phase.
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