This document discusses Lean Six Sigma training and customer needs analysis tools. It explains COPIS (Customers, Outputs, Processes, Inputs, Suppliers), which is used to map customer requirements and how a process delivers outputs. The document also outlines the key elements of a project charter, including the business case, problem statement, project scope, team, timelines, and communication plan. The charter defines the purpose and intended outcomes of a project.
2. 2
Determine the Needs of our Customers
Methods of
Gathering
Active
Receptive
Indirect
Surveys
Views Cast
Site visits
Complaints
Errors/Feedback
Withdrawal
Repeat business
Gathering the Voice of Your Customer……
Define
3. 3
Topics
About Projects
Customer, CTQs and VOC
COPIS
Project Charter
COPIS
Puts process and customer in perspective
Depicts process flow
Highlights process boundaries and interdependencies
COPIS maps customer and process interaction by defining customer requirements
and steps taken to deliver the desired output
COPIS and SIPOC are used interchangeably.
Define
4. 4
COPIS -Components
Customer: Recipient of the process output.
Output: Anything produced for the customer (internal or external). Outcome
of the process.
Process: Group of activities required to transform inputs in to customer
desired output
Input: Material or knowledge required to produce the desired output
Supplier: Source that supplies the input
Metric: A measure of compliance with customer expectation or established
standard
Define
8. 8
Project Charter
Project charter is a written roadmap that defines key questions or issues to be
addressed by the project. It defines the project's purpose and its intended outcomes.
The critical elements of a project charter are:
Business Case
Problem and Goal Statement
Project Scope and Boundaries
Project Team
Project Timelines
Communication Plan
Define
9. 9
Critical Elements Of A Charter
Business Case: The need to do the project
Problem and Goal Statement: Project problem and improvement goal in
distinct and measurable terms
Project Team: Who will be involved in the project and what role will he or she
play?
Project Scope: Area of influence and resources for the project
Project Timelines: Project plan and key milestones
Communication Plan: Communication strategy through the project
Define
10. 10
Lean-Insight.com
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