Understanding Six Sigma

Article # 5 in a series of 9 short articles

a few thoughts on
the define and measure
steps, and their tools
from Steven Brown
Thursday, November 30th, 2023

Every Six Sigma project follows the standardized DMAIC method: Define, Measure, Analyze,
Improve, and Control. And each step of this method has tools you can use to help improve your
process.
In the Define step, you describe the process you will work to improve. As I discussed in the
article on process mapping, it’s important to determine where the process starts and stops and
what steps are included in the process. Starting with a high-level view of the process, the most
common tool used here is the SIPOC diagram. It stands for Suppliers, Inputs, Process, Outputs,
and Customers. And it looks like this:

Suppliers Inputs Process Outputs Customers

These headings are usually placed on an Excel spreadsheet and, in the columns below each
one, you define who is supplying the inputs, what inputs are required, the major steps in the
process, what outputs are expected, and, finally, who receives those outputs.
The most popular example of a SIPOC is making a pizza. So, let’s use that. Here’s an example:

MAKING A PIZZA
SUPPLIERS INPUTS PROCESS OUTPUTS CUSTOMER
grocery stores dough make dough pizza made to order dine-in customers
farmers cheese roll out dough take-out customers
dairies sauce add sauce, cheese, toppings delivery customers
butchers meat toppings bake grocery stores
veggie toppings remove and slice

With this initial process map, you’ve not only defined the process, but also the people involved.
This helps you to identify stakeholders (those people who are impacted by this process) before
you begin your project. From this high-level process map, you can go into as much detail as you
need to complete your project.
So, clearly, Microsoft Excel is a tool you will use in this, and every, step of the DMAIC method.
The more familiar you are with Excel and its capabilities, the better.

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 Understanding Six Sigma
Article # 5 in a series of 9 short articles

To create this SIPOC process map, you will have to collect some data about the process, the
suppliers, and the customers. Data collection is a tool used in every step of the DMAIC method
and an especially important one. Before you can measure, analyze, improve, or control, you
must collect meaningful data. And just about everyone on the project team is involved in data
collection at some time during the project.
For example, if your goal is to reduce defects to 3.4 or less per million opportunities, then of
course as you move into the Measure step, you will want to collect data on the current level of
defects in the process.
In the Measure step, you begin to use some basic statistics to describe the process in its current
state. As you collect data, for example, you may want to know the average of a data set, and
the number that appears most frequently, and the middle value in the set of data. This is called
descriptive statistics and it’s just the beginning of the statistics expertise needed to complete a
Six Sigma project.
Tools used in the Measure step help you to describe the process as it is at the beginning of your
project. They might include:

• SPC charts, which are graphs of the Statistical Process Control I mentioned previously
when discussing specification limits for your process.
• Trend charts are another important tool because they show the performance of your
process over time.
• You might also develop a process map, which is an extension of the process part of your
SIPOC diagram, showing more detailed tasks and activities.
• Sometimes this process map is drawn as a Value Stream Map, a diagram that highlights
non-value-added steps that can be considered for elimination.
• When defining the process and its outputs, it’s important to apply the Voice of the
Customer tool. You simply ask the customer to tell you what activities they feel add
value that they are willing to pay for. Your customer can also tell you what results are
critical to defining quality products and services.
These tools help to establish a baseline for how the process is currently performing.
To prepare for process analysis, there are two more tools that should be established in the
Measure step:
The first is FMEA – Failure Mode Effects Analysis. An FMEA is applied directly to your
detailed process map. For each step in the process, you make a list of things that could go
wrong. Or desired outcomes that might not be reached. Do this for every part of the process:
tasks, activities, decisions, waiting time, everything. For example, in the order fulfillment
process, an item might be packaged incorrectly.
It’s too early to analyze these items. Just make a list. A simple Excel spreadsheet will work.
If your team uses brainstorming sessions, that’s a good way to approach the list.

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 Understanding Six Sigma
Article # 5 in a series of 9 short articles

The second tool is commonly called a Fishbone Diagram, or Ishikawa Diagram. It describes
the inputs that are related to an output. Or the causes of a particular problem, in which case
we call this a cause-and-effect diagram.
For example, if you choose process variation as the “effect” or problem, you can list the six
sources of variation as the “causes” and your Fishbone Diagram will look like this:

MEASUREMENT MACHINE PEOPLE

ENVIRONMENT MATERIALS METHODS

For services, you can use causes such as supplier quality, the skill level of employees, your
policies and standard procedures, and the appearance of your work environment. For a
marketing department, you can begin with the 4Ps of price, promotion, place, and product.
Then add people, policies, and procedures.
You can establish any “causes” that relate to your “effect” or process. This is another
effective use for a brainstorming session.
It’s important that you spend the time in the Measure step to properly establish these tools
because they will be used extensively in the Analyze step. That’s the next step on our list.

I am an author and instructor for LinkedIn Learning, reaching over 2 million people around the world. You
can contact me through my home page at: www.linkedin.com/in/stevenbrown16 and you can view all
my Learning courses at: www.linkedin.com/learning/instructors/steven-brown .

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