Page 299 - Lean six sigma demystified

Voice of Customer

Line Graph
Line Graph

Pa
reto Char
Pareto Chart t
9 Countermeasures nal y si s
Root Cause Analysis
Root Cause
A
measures
Counter
c h a p t er NUMBER OF NUMBER OF INSTALLATIONS INSTALLATIONS BEFORE USL Problem Solving
BEFORE
O
EF
B
AFTER
AFTER
OF NUMBER OF INSTALLATIONS ONS AFTE R USL BEFORERE AFTER
Laser-Focused
Process Innovation

So far, we’ve looked at ways to solve problems with delay, defects, and deviation
using the methods and tools of Lean Six Sigma. After Lean Six Sigma teams
have sunk their teeth into a few improvement projects, they often begin to
wonder if they are working on the right issues and processes. This seems to be
a natural progression, from getting success using the improvement tools to
wanting to focus the improvement efforts more precisely.

CHAPTEr OBJECTIVES

In this chapter, you will
• Learn how to focus the improvement effort with voice of the customer

• Learn how to identify critical to quality measures
• Learn how to use the SiPoC diagram
• Learn how to develop a balanced scorecard

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