The secret of success is constancy of purpose.
—Benjamin Disraeli (1804–1881)
The purpose of the Define phase is to determine the project’s purpose, objectives, and scope, to collect information on the customers and the process involved, and to specify the project deliverables to internal and external customers.
The Define phase starts the process improvement project by addressing these questions:
What is the problem we need to focus on?
Who are the customers affected by the problem?
Which factors are critical to the customers ...