This summary is adapted from a document used by AT & T In the Formative years of Six Sigma. It derives strength from the works of Dr. J. M. Juran
| | Steps | Objectives | Key Activities |
| Define | 1. Establish process management responsibilities | - Identify the owner in charge of the end-to-end process
- Identify responsibility of all process members. | - Review owner selection criteria
- Identify owner and process members
- Establish review responsibilities of owner and process members. |
| Define process and identify customer requirements | - Understand how the process operates at a high level and what is required of it. | - Define process boundaries and major groups, outputs and customers, inputs and suppliers, and sub-processes and flows.
- Conduct customer needs analysis
- Define customer requirements and communicate your own requirements to suppliers |
| Measure | Define measures | - Determine what needs to be measured and controlled to meet customer requirements | - Decide on effective measures
- Review existing measures
- Install new measures and reporting system
- Establish customer satisfaction feedback system |
| Assess conformance to customer requirements. | - Find out how well you are doing against customer requirement and how well suppliers are doing against your requirements. | - Collect and review data on process operations
- Identify and remove causes of abnormal variation
- Compare performance of stable process to requirements and determine chronic problem areas. |
| Analyze | Investigate process to identify improvement opportunities. | - Identify internal process problems affecting customer satisfaction and costs.
- Identify process simplification opportunities | - Gather data on process problems
- Identify potential process problem areas to pursue
- Document potential problem areas
- Gather data on subprocess problems
- Identify potential subprocess problems to pursue. |
| | Rank improvement opportunities and set objectives. | - Decide on order of fixing Problems
- Set targets for improvement. | - Review improvement opportunities
- Establish priorities
- Negotiate objectives
- Decide on improvement projects. |
| Improve/Control | Improve process quality (apply Quality Improvement Cycle) | - Achieve new level of process performance | - Organize team and develop action plan
- Determine root causes (diagnostic journey)
- Test and implement solution (remedial journey)
- Hold the gains
- Perform periodic process review. |
CREDITS: Anshuman Tiwari, Transformation Director, Global Delivery Services, EY