Delight the Customer the Six Sigma Way - Dmaic

The Six Sigma methodology follows the Define, Measure, Analyze, Improve, Control (DMAIC) roadmap for process improvement.

The Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) methodology can be thought of as a roadmap for problem solving and product/process improvement. Most companies begin implementing Six Sigma using the DMAIC methodology, and later add the DFSS (Design for Six Sigma, also known as DMADV or IDDOV) methodologies when the organizational culture and experience level permits. You can read the main differences between DMAIC and DMADV, but we'll focus on the DMAIC in this article.

While the DMAIC methodology presented below may appear linear and explicitly defined, it should be noted that an iterative approach may be necessary -- especially for Black Belts and Green Belts that are new to the tools and techniques that make up DMAIC. For instance, you may find that upon analyzing your data (Analyze phase) you did not gather enough data to isolate the root cause of the problem. At this point, you may iterate back to the Measure phase. In addition, prior knowledge of the tools and techniques is necessary in determining which tools are useful in each phase. Remember, the appropriate application of tools becomes more critical for effectiveness than correctness, and you don't need to use all the tools all the time.

DMAIC Phase Steps Tools Used

D - Define Phase: Define the project goals and customer (internal and external) deliverables.

* Define Customers and Requirements (CTQs)

* Develop Problem Statement, Goals and Benefits

* Identify Champion, Process Owner and Team

* Define Resources

* Evaluate Key Organizational Support

* Develop Project Plan and Milestones

* Develop High Level Process Map * Project Charter

* Process Flowchart

* SIPOC Diagram

* Stakeholder Analysis

* DMAIC Work Breakdown Structure

* CTQ Definitions

* Voice of the Customer Gathering

Define Tollgate Review

M - Measure Phase: Measure the process to determine current performance; quantify the problem.

* Define Defect, Opportunity, Unit and Metrics

* Detailed Process Map of Appropriate Areas

* Develop Data Collection Plan

* Validate the Measurement System

* Collect the Data

* Begin Developing Y=f(x) Relationship

* Determine Process Capability and Sigma Baseline * Process Flowchart

* Data Collection Plan/Example

* Benchmarking

* Measurement System Analysis/Gage R&R

* Voice of the Customer Gathering

* Process Sigma Calculation