Lean Six Sigma For Dummies, 4th Edition

Chapter 3

Identifying Your Process Customers

IN THIS CHAPTER

Finding out the fundamentals of processes

Identifying internal, and external customers

Creating a high-level map of your processes

All organizations have a whole range of different customers — internal and external, large and small. Each organization's processes should be designed and managed in a way that meets its customers’ various needs. In this chapter we help you understand who customers are and what their requirements are. In Lean Six Sigma, our definition of a customer is anyone who receives the output of a process. So it makes sense to start by thinking about processes.

Understanding the Process Basics

A process is a series of steps and actions that produce an output in the form of a product or service. Ideally, each process should add value in the eyes of the customer.

All work is a process, and a process is a blend of PEMME:

• People: Those working in or around the process. Do you have the right number of people in the right place, at the right time and possessing the right skills for the job? And do they feel supported and motivated?
• Equipment: The various items needed for the work. Items can be as simple ...