Page 62 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Design for Six Sigma Road Map for Service 43

• Milestones
• Project scope, constraints, and assumptions
• Team memberships
• Roles and responsibilities
• Preliminary project plan

Step 2: Identify the Key Customers of the Process

In this step, customers are fully identified and their needs collected and
analyzed. In process design, the customers could be internal and/or external.
For example, the customers of a restaurant kitchen include both internal
customers, such as waiters, and external customers, such as the restaurant
patrons. The identification of key customers will help to develop appropriate
process performance metrics.

Step 3: Develop a Process Map
In this step, the detailed process map(s) should be developed by using the
process mapping techniques discussed in Chap. 10. There are several tech-
niques, such as process flow chart, IDEF0 process map, value stream map, and
simulation model. Several different process maps can be established simulta-
neously. For example, for the same process, you can draw a regular process
flowchart and a value stream map as well as a discrete event simulation model.

Step 4: Define Process Performance Metrics

In this step, the key process performance metrics should be defined by the
DFSS team with the help of customers and management. Chapter 10
provides a very thorough discussion on process types and corresponding
process performance metrics. It can be used to help identify and define
appropriate performance metrics. The DFSS tools used in this phase include
• Process flowchart
• IDEF0 map
• Value stream map
• Simulation model
• Process management
All these tools are discussed in Chap. 10.

2.4.2 Phase 2: Measure
The goal of this phase is to measure process performance metrics and
determine performance requirements.