High Level Process Mapping

Mapping processes is extremely valuable.

Process maps allow a team to visualize the flow of products or the sequencing of
activities.
It helps is identifying steps that do not add value to the process.
A process map helps in understanding how a process works.

Provides a flowchart of the steps in a process-

Operation
Decision points
Delays
Movements
Handoffs
Rework loops
Controls or inspection.

Critical To Quality (CTQ)

Any characteristic of a product, a service, or a process that a customer considers

critical to quality is termed as a CTQ. A CTQ usually must be converted from a
qualitative opinion into a quantitative specification that a project team can use to
take action. In define phase of six sigma, it is important for the team to take the
customer data (VOC) and translate it from customer language into CTQs-
customer requirements. However, it may be difficult to define CTQ. It is possible
that some of the customer requirements can not be measured directly so it
becomes imperative to simplify them into measurable terms. It needs to identify
the more important CTQs and then determine which areas of the project would
have the greatest impact on those CTQs.

Steps in Developing CTQs

Broadly, there are three steps in developing CTQs. Step 1 involves-

Identify customers
Enlist them and prioritize them through segmenting

Step 2 incorporates the following-

Confirm CTQs
Translate VOC into CTQs
Select and prioritize the CTQs
Make the customized requirements
Confirm CTQs with the customers

Step 3 involves-

Confirm VOC
Evaluate current performance standards
Identify the gaps
Choose the required tools to gather data to fill up the gaps