Voice of the
Customer
• Voice of the customer (VOC) is a
term used to describe the in-depth
process of capturing a customer's
expectations, preferences and
aversions. (stated and unstated)
Critical to
Quality (CTQ)
• VOC’s can be vague and difficult to
define, that’s where CTQ’s come in. The
customer may identify a requirement that
is difficult to measure directly so it will be
necessary to break down what is meant by
the customer into identifiable and
measurable terms
Critical
to
Quality
(CTQ)
VoC
Drivers
CTQ
Register to
Doctor Time < 5
mins
Timely
Time with doctor
> 10 mins
Good service in
the clinic
Cleanliness
Cost effective
Less
Specific
More
Specific
Difficult to
Measure
Easy to
Measure
Six Sigma
Project
Selection
External Sources:
Voice of Customer
• What are we falling short of meeting
customer needs?
• What are the new needs of
customers?
Voice of Market
• What are market trends?
• Voice of Competitors
• What are we behind our
competitors?
Six Sigma
Project
Selection
Internal Sources:
Voice of Process
• Where are the defects, repairs,
reworks?
• What are the major delays?
• What are the major wastes?
Voice of Employee
• What concerns or ideas have
employees or managers raised?
Six Sigma
Project
Selection
01
02
03
There is a gap between current and
desired / needed performance.
The cause of problem is not clearly
understood.
Three basic
qualifications:
The solution is not pre-determined,
nor is the optimal solution apparent.
Stakeholders
• Any individual, group or
institution that is affected or
is interested in the project.
• Poorly managed
stakeholders will have
negative effect on the
project and this may lead to
the project failing.
Input
Process
Output
SUPPLIER
INPUT
PROCESS
OUTPUT
CUSTOMER
Project Charter
• Elements of Charter
• Business Case
• Problem Statement
• Project Scope (in scope,
out of scope)
• Goals and Objectives
• Expected Savings/ Benefits
• Plan – DMAIC start/end
• Team members
Communication Plan
Type
Objective
Medium
Frequency
Audience
Owner
Deliverable
Kickoff
meeting
Set goal
Team
alignment
Face to face
Once
Team
Champion
Sr Mgmt
(optional)
Team
leader
Agenda
Minutes of
meeting
Team
meetings
Review
status
Plan for
future
Face to face
Weekly
Team members
Champion
(Optional)
Team
leader
Agenda
Minutes of
meeting
Weekly
status
report
Update
Champion
Email
Weekly
Champion
Team
leader
Report
Monthly
report
Updates for Presentation
senior
management
Monthly
Champion
Senior
Management
Team
leader
Report
WBS
WBS is used to
breakdown a project
into management
components.
WBS
Work
Breakdown
Structure
Plant
Section 1
Area 11
Area 12
Section 2
Area 21
Gantt Chart
• A Gantt chart is a type of
bar chart,
• Gantt charts illustrate the
start and finish dates of
the terminal elements and
summary elements of a
project.
PROJECT
MANAGEMENT
TOOLS
ACTIVITY NETWORK DIAGRAMS
AFFINITY DIAGRAMS
MATRIX CHARTS
RELATIONS CHARTS
TREE DIAGRAMS
1. Activity Network
Diagrams
Activity
Duration
Depends on
A
2
B
4
A
C
1
A
D
2
B
E
7
B, C
• To manage number of tasks in
a sequence.
• List down tasks
• Time for each task
• Predecessor and successor
tasks
• Identify bottlenecks
1. Activity Network
Diagrams
Activity
Duration
Depends on
A
2
B
4
A
C
1
A
D
2
B
E
7
B, C
2. Affinity
Diagram
• To organize large number of
ideas into natural groups
• After brainstorming
• Interviews/surveys – open
ended questions
2. Affinity Diagram
More quizzes
interactive
Easy to understand
Flash cards
To the point
Small videos
Detailed coverage
Cover the BoK
notes
slides
practice
Contents
Slides
Convenient
Practice
Small videos
Interactive
Notes
To the point
More quizzes
Detailed
coverage
Cover the
BoK
Easy to
understand
Flash cards
Practice
2. Affinity Diagram
3. Matrix Chart
• Shows the relationship
between two or more groups.
SSWB
SSYB
SSGB
SSBB
Difficulty
Level
1
2
4
5
Potential to
make
financial
impact
1
2
3
5
Statistical
Knowledge
1
1
4
5
Business
Application
1
2
4
5
3. Matrix Chart
Solution Solution
1
2
Solution
3
Solution
4
Ease of
implementation
(1-difficult, 5- easy)
5
5
1
3
Cost of change
(1-costly, 5 - cheap)
5
1
3
4
Gains
(1-low gains, 5 – high
gains)
5
1
4
5
TOTAL
15
7
8
12
3. Matrix Chart
4. Relations Chart
• Shows the relationship
between ideas.
4. Relations Chart
Easy to understand
interactive
To the point
Flash cards
Small videos
More quizzes
Detailed coverage
Cover the BoK
notes
slides
practice
4. Relations Chart
• The ideas with the most
arrows are the key ideas.
• The idea with the most
outgoing arrows are the key
causes.
• The ideas with the most
incoming arrows are the key
effects.
5. Tree Diagrams
• One idea is branched into
multiple ideas
5. Tree Diagrams
Course
Quality
Videos
Audio
Quizzes
Visuals
Exercise
5. Tree Diagrams
Head
Tossing a Coin
Head
(1/2)
(1/4)
Tail
(1/4)
Head
Tail
(1/2)
(1/4)
Tail
(1/4)
Toll Gate Review
• Checkpoint to confirm if the work has
progressed as per plan, and
• Does it make sense to move to the
next phase of the project?
• Review is conducted if the required
steps completed and deliverable
prepared.
• Review by Sponsor and Stakeholders.
IMPROVE
MEASURE
DEFINE
ANALYZE
CONTROL