At the Measure Phase, you will now measure capability of current process performance, comparing with the benchmark–critical customer requirements. This is the time to understand the process and start taking steps to solve the problem that is identified at the Define Phase.
In this Phase, too, you need to refin your Six Simga project. Look at this example.
Statement: It takes in average 3.2 days to answer customer request.
Findings: 10% of the requests are processed within a day
20% of the requests are incomplete
70% of the requests are improperly routed through the system
Defect Definition: Every time a request is improperly routed in the system.
In other words, you have now identified the problem, it is now time for you to develop the metrics or measures to further understand the problem or opportunity. One important consideration here is to measure the satisfaction level of your customer.
Below are the key concepts of the Six Sigma Measure Phase.
MEASURE – Key Steps:
- Select and Agree on a Project Measure (‘Y’)
- Develop a Data Collection Plan
- Describe and Display Baseline
- Variation Calculate Process Sigma
- Measure TollgateMEASURE – Key Deliverables:
- Identified Project Output Measure (‘Y’)
- Data Collection Plan Developed and Implemented
- Baseline Variation for Project ‘Y’
- Data Graphically Displayed
- Calculated Process SigmaMEASURE – Core Tools:
- Control Charts
- Gage R&R
- Process Sigma
- Data Collection Forms
- Kano Analysis Sampling
- Data Collection Plan
- Measurement Systems Analysis
- Segmentation
- Flow Charts (Process Maps)
- Pareto Charts
- Stratification
- Frequency Plots
- Prioritisation Techniques
- Time Series Plots
- Failure Mode Effect Analysis
- Process Capability
DMAIC
Measure Phase Quick Reference
Measure Phase Quick Reference
Conference on Measure Phase: Improve Business Results through Customer Satisfaction
