Page 298 - The Handbook for Quality Management a Complete Guide to Operational Excellence

284 C o n t i n u o u s I m p r o v e m e n t D e f i n e S t a g e 285

Top-Level Process Definition

A SIPOC (Supplier-Inputs-Process-Outputs-Customer) analysis is a
preferred tool for defining the top-level view of the process. The SIPOC
will ensure the key stakeholders are identified, which is needed at this
stage to construct a relevant project team. An example SIPOC is shown
in Fig. 13.12.

Team Formation

Effective team formation is critical to build stakeholder buy­in. Credible
team members are selected from each of the key stakeholder groups to
represent their functional areas in the design/improvement project. It is
helpful if the candidates are enthusiastic about the change, but as noted
earlier healthy skepticism is often productive as well. They will need to
commit some time to group activities, away from their functional area, so
local management support is necessary, as is their willingness to serve on
the team.
Effective teams are generally limited to five to seven participants.
Larger teams are more difficult to manage, and members may lose a sense
of responsibility to the team. Additional team members may be ad hoc
members from non–key stakeholder groups, who participate only as
needed, such as for process expertise.
The team leader must clearly communicate personal responsibilities to
team members in an initial meeting and fairly enforce these responsibili­
ties in subsequent meetings. Typical responsibilities include:

• Take responsibility for success
• Follow through on commitments
• Contribute to discussions
• Actively listen
• Communicate clearly
• Provide constructive feedback, especially to team leader
• Accept feedback

The team leader is generally responsible for keeping the team focused.
The project charter often serves as an effective focusing tool to avoid scope
creep. The charter includes a project schedule (usually via a Gantt chart),
which provides a time constraint. The DMAIC/DMADV methodology will
also enforce considerable focus, when properly followed.
Effective team leaders will ensure that conflicts are resolved in a
positive manner. Enforcing ground rules is necessary, and using the
various tools within the DMAIC structure will allow the team to work
through issues constructively. A critical aspect of DMAIC is data-driven

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