Warranty Claims Reduction

130 • Warranty Claims Reduction

forth between steps severely reduces its eectiveness and can even render

it totally ineective.

e rst step, dene, is when you determine specically what measure-

able characteristic you are trying to improve. You also identify the key

players necessary to both develop and implement the improvement. It is

important to dene in specic and concrete terms what the process steps

are and what the key measurables are that relate to the problem. What is

being measured and the measurement method must be explicitly deter-

mined and documented in the problem- solving le. What actually gets

dened in this initial part of DMAIC are the problem, the critical inputs

and outputs of the process, the target values of process ...