Course Content
Introduction to Six Sigma
Six Sigma is a data-driven methodology aimed at improving the quality and efficiency of processes within an organization. It was developed by Motorola in the mid-1980s as a way to reduce defects and improve overall performance. The name "Six Sigma" refers to the statistical concept of achieving near-perfect quality, with only 3.4 defects per million opportunities.
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Key Concepts and Principles
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Roles and Responsibilities within a Six Sigma Project
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Define I – The Value Stream in Six Sigma Green Belt
The "Define" phase is the first step in the DMAIC (Define, Measure, Analyze, Improve, Control) framework of Six Sigma. This phase focuses on identifying and outlining the problem or improvement area, establishing project goals, and defining the value stream. The value stream represents all the activities, both value-added and non-value-added, that are necessary to bring a product or service from conception to delivery.
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Understanding the Value Stream
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Steps in Defining the Value Stream
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Tools for Mapping the Value Stream
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Benefits of Defining the Value Stream
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Define II – Voice of the Customer in Six Sigma Green Belt
The "Define" phase of the Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) framework includes a crucial step: understanding the Voice of the Customer (VOC). The VOC represents the needs, expectations, preferences, and feedback of customers regarding a product or service. Capturing and analyzing the VOC ensures that Six Sigma projects are aligned with customer requirements, leading to improved satisfaction and loyalty.
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Understanding the Voice of the Customer
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Steps in Capturing the Voice of the Customer
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Tools for Capturing the Voice of the Customer
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Benefits of Capturing the Voice of the Customer
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Professional Training of Six Sigma Green Belt
About Lesson

Tools for Capturing the Voice of the Customer

  1. Kano Model: A framework for categorizing customer requirements into basic needs, performance needs, and excitement needs. It helps to prioritize features based on their impact on customer satisfaction.

  2. House of Quality (QFD): Quality Function Deployment (QFD) is a tool used to translate customer requirements (VOC) into specific product or service features. The House of Quality matrix helps to align technical specifications with customer needs.

  3. Affinity Diagrams: A visual tool for organizing and categorizing VOC data into themes and groups. It helps to identify common patterns and prioritize areas for improvement.

  4. Pareto Analysis: A statistical technique used to identify the most significant factors contributing to customer dissatisfaction. It follows the Pareto principle (80/20 rule), which states that 80% of problems are often caused by 20% of the issues.

 

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