Six Sigma Fundamentals
Process Maps | VOC | CTQ | COPQ | Pareto Charts
Defining A Process
The Basic Method of Defining and
Understanding a Process is the Process Map.
Four Important Process Map Symbols
Terminator (Oval):
Shows the start and end points of a process.
Action / Task (Rectangle):
Indicates a single process step.
Decision (Diamond):
Indicates a question with two choices (e.g., Yes/No)
Flow Line (Arrow):
Shows the direction of the process flow.
High Level Process Map
The High-Level Process Map Oversimplifies! – No More Than 4-6 Steps.
1. Define the boundaries (beginning and ending) of the process you want to map.
2. Define & sort process steps based on flow (consult with process owners and SMEs)
3. Document the flow using the appropriate process symbols.
Walk the Process
High-Level Process Maps are Simple | Also Known as "Flow Charts."
Detailed Process Map
The Detailed or Level 2 of a Multi-Level Process Map
Takes Each Step of a High-Level Map and Breaks Them Down into 2-4 Steps.
Multi-Level Process Maps
1
Level-One: High-Level Process Map (4-6 Steps)
2
Level-Two: Detailed Process Map | 2-4 Steps per Level-One Step
3
Level-Three: Detailed Process Map | 2-4 Steps per Level-Two Step
Functional Process Maps
The Functional Process Map Adds the Dimension of Function
or Department and Identifies the Party Performing the Step.
VOC and CTQs
VOC stands for “Voice of the Customer.”
VOC is a data-driven method to discover customers' wants and needs.
VOC is an important component of a successful Six Sigma project.
Other “Voices” need to be heard as well:
VOC: Voice of the Customer.
VOB: Voice of the Business.
VOA: Voice of the Associate.
Gathering VOC
Gathering VOC Should be Done Methodically.
There are Two General Approaches to Gathering VOC. Direct and Indirect.
Critical to Quality: CTQ
Kano Diagram
Translating CTQs into Requirements
Cost of Poor Quality
Cost of Poor Quality (COPQ) is the Expense Incurred Due to Waste, Inefficiencies, and Defects.
Pareto Principle
Introduced in the early 1900’s by Economist Wilfried Fritz Pareto (Vilfredo Pareto)
Pareto Chart
About Lean Sigma Corporation
Lean Sigma Corporation is an independent Six Sigma certification authority responsible for the development, administration, and governance of professional Six Sigma credentials. The organization defines certification frameworks, examination standards, and credentialing systems to evaluate and recognize Six Sigma competence across professional training environments.
Organizations and instructors delivering Six Sigma training in accordance with these recognized standards participate in Lean Sigma Corporation's Authorized Training Partner (ATP) Program.
