Page 398 - Six Sigma Demystified

378 Six SigMa DemystifieD

Suppliers: Those who provide inputs for process
Inputs: The data, knowledge, and resources necessary for the
process to generate desired output

Process: The activity that transforms inputs to outputs

Outputs: The result of the process (deliverables)
Customers: The person, persons, or function that receives the
outputs

When to Use

Define Stage

• To document the top-level process, its transactions, and its stakeholders

Methodology

We begin a SIPOC analysis by focusing on the process. We map the process
using either a flowchart or a process map.
We then define the outputs for the process. These include all the outcomes
and results of the process, including the value-added products or services
provided as well as documentation, inputs to other processes, and payments.
A complete list of outputs will enhance the definitions of customers, inputs,
and suppliers, so spend some time making sure that you are complete at this
point.
Once the outputs are defined, we can list the customers. A customer is any-
one who receives an output from the process and so may include internal as
well as external customers.
We then identify the inputs to the process. Consider all the resources neces-
sary for the process. Look particularly at decision points in the process because
the information needed to make decisions is a necessary input.
Finally, once we’ve identified the inputs, we define the source of the input
as the supplier.
Table T.18 is a SIPOC example from a publishing company. The process is
shown here in text for simplicity, but a process map also could be used. The
SIPOC was developed following the guidelines just presented.