CHAPTER 12Identifying Core Processes and Key Customers(Roadmap Step 1)


In Chapter 5 we introduced the example of “Company Island,” a place where a lot of stuff is flowing around, but no one really has a grasp of the “big picture.” Whether you start your Six Sigma effort with Step One, or loop back to this effort later, the objective here is to develop the high-level view of the organization—in essence, a “map” of your island showing how essential work gets done.

The “map-making” approach we’ll describe here is somewhat like putting a puzzle together. We’ll begin by forming a basic idea of how the puzzle should look—just as you’d get from the top of the puzzle box. Then we’ll assemble the edges of the puzzle first—or, since we’re ...

Get The Six Sigma Way: How GE, Motorola, and Other Top Companies are Honing Their Performance now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.