CHAPTER 11Identifying Core Processes and Key Customers (Roadmap Step 1)
In Chapter 4 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 1 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 that shows how essential work gets done.
The mapmaking approach described here is somewhat like putting a puzzle together. We begin by forming a basic idea of how the puzzle should look—just as you get from the top of the puzzle box. Then we assemble the edges of the puzzle first or because we are delicately balancing two metaphors, ...
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