Six Sigma: Deliverables of Measure Phase

Six Sigma training in Delhi by Advance Innovation Group on Measure phase will start with identification of the CTQ characteristic. You must outline what would be your metric of measurement of success for your project. Identifying the CTQ characteristic is imperative while you start a project, it is important that you sit down with stakeholders of the initiative and identify the CTQ Metric that must be studied. Let me give you an example, you started with a thought of improving AHT (Average handling time) which was your CTQ. But the question is "What Metric of handling time? Would it be handling time per call? Or would it be handling time per call per agent or weekly metric or daily metric or monthly metric. What is the characteristic of that CTQ that you are going to measure as a part of that initiative.

So first sit down with your stakeholder and identify that. You must ensure that your CTQ characteristic must be in-line with the Goal Statement. So you cannot have mutually contradictory goal statement and CTQ characteristic. For example I am using CTQ characteristic of handling time per call while my goal statement is to improve the monthly handling time. It should not be done, both of them must be inline. Next thing is you must understand that while you capture the CTQ characteristic, it must enable analysis. Lot of time we end up looking at monthly metric of a particular CTQ or quarterly metric of a particular CTQ, one of the biggest challenges that you will have that you will have too little data items to be used for analysis. If I were to do a project on the reduction of attrition and I took the monthly metric. So monthly count of attrition being my CTQ characteristic, even if I were to look at one year data I would only end up with getting 12 data points which is not good enough for analysis. You should choose the metric carefully and should not minimize the data elements collected and also you must ensure that the CTQ characteristic is relevant just because monthly metric doesn’t work for you, you shouldn’t look at the metric from the business perspective irrelevant.

Second deliverable in Six Sigma training in Delhi by Advance Innovation Group on Measure phase would be to "Create the DCP". You must set out to create a "Data Collection Plan". You must understand that that there would be several people involved in data collection. And it is imperative that every element of your data collection must be understood the same way by all the participants. You must ensure that all involved in data collection, understand every element in same. Way. So must kill any ambiguity that may exist or we can say there should not be any ambiguity. You should ensure that the Operational Definition of the CTQ characteristic is understood by all at same level. There is cohesiveness of formula to be used and decimals to be used.

Once your data collection plan is documented next step would be collecting the data. Once the data is collected, next step in Six Sigma training in Delhi by Advance Innovation Group on Measure phase would be "Conduct MSA Experiment to validate Y". You need to ensure that whatever data you have collected that data is correct or not by using MSA. The last step of measure phase would be "Assess Process Capability" where you set out to as is process capability based on the data you have collected in DCP.

Projects don’t fail only because of management challenges, projects also fail because of lack of clarity between the stakeholders or among the data collection people on what is to be measured. So it is critical that you look at it very well, very careful.

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