Processes and Customer Analysis in Six Sigma Projects

Target Audience
Expected Duration
Lesson Objectives
Course Number

A process is a means of creating and delivering products and services needed by customers. According to Takashi Osada, Japanese author and quality pioneer, "if the process is right, the results will take care of themselves." By Six Sigma standards, a "right process" is one that creates and delivers precisely what the customer needs. By this logic, no Six Sigma effort can start without having a high-level picture of an organization's customers and other stakeholders, their needs, and the business processes meant to fulfill those needs. A thorough analysis of the existing business processes - and the products and services they churn out - is the first step in Six Sigma projects. You need to listen to the "voice of the customer" to find out what customers need, identify opportunities for change and improvement, and translate customer needs into goals and customer deliverables. In this course, learners will examine how to analyze process components and stakeholders in an organization. They will also learn about concepts and tools for collecting and analyzing customer information and feedback. The course also explains how customer requirements are translated into goals and deliverables using such tools as Kano analysis, CTQ analysis, and the House of Quality matrix. The course is aligned to the ASQ Certified Six Sigma Green Belt certification exam and is designed to assist learners as part of their exam preparation.

Target Audience
Candidates seeking Six Sigma Green Belt certification; quality professionals, engineers, production managers, and frontline supervisors; process owners and champions charged with the responsibility of improving quality and processes at the organizational or departmental level

Expected Duration (hours)

Lesson Objectives

Processes and Customer Analysis in Six Sigma Projects

  • identify the key components of a typical organization's core process
  • interpret a project stakeholder worksheet to determine the appropriate actions to take
  • identify the characteristics of stakeholders and owners
  • identify the internal and external customers for a given project
  • identify the most appropriate research tools to collect customer data in various situations
  • recognize how number-driven customer data analysis tools are used
  • recognize how idea-driven customer data analysis tools are used
  • identify how different need-level examples are represented on a Kano analysis diagram
  • sequence the steps involved in creating a CTQ tree
  • evaluate different areas of a House of Quality matrix
  • identify the steps involved in creating a House of Quality matrix
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