Course Content
Define
Identify the problem or process that needs improvement, set project goals, and outline the scope.
0/10
Six Sigma Management at Corporate Level
Six Sigma Project Team Structure
Create team roles and responsibilities
Create a Problem Statement
Create the SIPOC process map
What is CTQ (Critical to Quality)
Create CTQ Tree
Creating a Project Charter
Stakeholder Analysis
Outcome expected after the Define Stage
Measure
Collect data to establish baselines, understand current performance, and quantify the problem. For example, measuring the average turnaround time for policy renewals.
0/4
FMEA (Failure Modes and Effect Analysis) concept
Data collection methods
Introduction to data sampling
Use of Run chart for analysis
Analyze
Examine the data to identify root causes of inefficiencies or risks. This might involve analyzing claims data to uncover bottlenecks or sources of errors.
0/12
5 Whys
Root cause analysis with Fishbone Diagram
Lean 7 Wastes concept
Value chain mapping with Value Stream map
What is a process
Components of process
Process Mapping with Swimlane diagram
Process redesign principles
80/20 analysis with Pareto Diagram
Statistical analysis with Box Plot
Hypothesis Testing
Correlation and Regression Analysis
Improve
Develop and implement solutions to address root causes. For example, streamlining workflows or introducing new digital tools to reduce manual errors.
0/4
Solution Selection Matrix
Cost Benefit Analysis
Risk Assessment
Implementation Planning
Control
Put controls in place to sustain improvements, such as regular monitoring, updated procedures, or dashboards for ongoing performance tracking.
0/4
Create Control Plan
Create Key Performance Indicator (KPI)
Prepare the Process and User Guides
Handover to Process Owner
Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control)

Prepare the Process and User Guides

  1. Define the Purpose & Audience
    • Purpose: Explain why the guide exists (to sustain improvements, monitor KPIs, and prevent process drift).
    • Audience: Tailor content for the Process Owner and frontline users.
      • Process Owner → needs high-level accountability, KPIs, escalation steps.
      • Users/operators → need clear instructions, step-by-step process flows, and quick reference tools.
  2. Structure the Document Clearly
    • Organize it in two parts:
      • Process Guide (Owner-focused) – what to manage and monitor.
      • User Guide (Staff-focused) – how to execute tasks.
    • Typical sections:
      • Introduction (purpose, scope, objectives)
      • Process Overview (flow, CTQs, business impact)
      • KPIs & Control Plan (definitions, formulas, limits, owners)
      • Roles & Responsibilities (RACI)
      • Monitoring & Escalation Procedures
      • Standard Operating Procedures (SOPs) / Work Instructions
      • Training & Support Materials
      • Quick Reference Checklist
  3. Use Standardized Templates
    • Tables for KPIs (clear, consistent format).
    • Process maps/flowcharts for visualization.
    • Step-by-step numbered instructions for tasks.
    • Checklists for daily/weekly routines.
    • Screenshots/examples for system steps (if IT involved).
  4. Make It Practical, Not Theoretical
    • Write in simple, action-oriented language.
    • Avoid Six Sigma jargon — operators and process owners may not be BB/GB certified.
    • Include “what to do if things go wrong” → reaction plans.
  5. Align with Control Phase Deliverables
    • Ensure all outputs from DMAIC are captured:
      • Control Charts → show in appendix with explanation.
      • SOP Updates → attach as reference.
      • Training Records → note that users have been trained.
      • Benefits Achieved → baseline vs. improved performance.
  6. Test the Guide Before Handover
    • Pilot with actual users (operators and owner).
    • Ask: “Can someone unfamiliar with the project run the process using just this guide?”
    • Adjust wording, flow, or visuals for usability.
  7. Formalize Handover
    • Deliver the guide in the final Control Phase review.
    • Train the Process Owner and staff using the guide.
    • Obtain sign-off that they understand and accept accountability.
Previous
Next