Implementing Lean Six Sigma throughout the Supply Chain 5.pdf

Chapter 4 Define Phase Introduction While in the Define phase, the Lean Six Sigma team needs to establish the cause of their problem and set the boundaries of the problem. The team should use the Define phase to picture the process over time and pro- vide insight about where the focus of improvement efforts should be. In this case, we already know that the improvement should be about trailer utilization, but what are the other factors that relate to trailer utilization? During the Define phase, it is critical to define who the custom- ers are, what their requirements for trailer utilization are, and what their expectations are. These requirements and expectations are also known as the critical-to-satisfaction (CTS) characteristics. By using a high-level process map, the Supplier–Input–Process–Output–Customer (SIPOC) diagram, they will also define the project’s boundaries, the process(es) to improve, and what to improve. So, let’s get back to the case. As Anita and Jim begin the project, they start by meet- ing with Senior Dispatch Manager Robert Quincy, Sr. 15 16  ◾  Implementing Lean Six Sigma Throughout the Supply Chain Joe Thompson Project Midwest VP of Champion Distribution Maste Black Belt Jim Pulls Anita Smith Robe t Quincy P ocess Team Leade Black Belt Senior Dispatch