The Six Sigma Handbook, Revised and Expanded, 2nd Edition

19.2. DEFINE

The tasks for the Define and Measure phases are summarized in Figure 19.2. The deliverables from the Define phase of a DFSS project are:

1. List of CTQs

2. Identify "delighters" (CTQs the customer is not consciously aware of).

Figure 19.2. Define/measure tasks and responsibilities.

19.2.1. Identify CTQs

The define phase of the DMADV project consists primarily of learning what is important to the customers. The tools and techniques used to do this are similar to those used for DMAIC projects, namely:

• Critical incident technique

• Letters

• Complaints

• Internet chat rooms, newsgroups and forums

• Published reviews

See Chapter 3 for additional information ...