Define Phase
Purpose and deliverables
The Define phase answers: What problem, for whom, how big, and what does success look like? Key deliverables are a project charter, SIPOC, VOC/CTQ, and a business case with a measurable goal.
Concepts you must know
- Project charter elements: problem statement (quantified, no cause/solution), goal statement (SMART, with baseline and target), scope (in/out), team, sponsor, milestones, business case.
- Problem vs. goal vs. objective: problem describes the gap; goal states the target and date.
- SIPOC: Suppliers, Inputs, Process, Outputs, Customers - high-level scope tool.
- VOC gathering: surveys, interviews, focus groups, complaint data; then CTQ tree (need → driver → requirement).
- Stakeholder analysis and communication plan.
- Pareto to focus on the vital few problems.
Traps in questions
- A problem statement that names a cause or solution ("because the machine is old") - that belongs in Analyze.
- A goal with no baseline or no target, or a vague target ("improve quality").
- Confusing SIPOC (scope) with a detailed flowchart (Analyze/Measure).
- Skipping VOC and jumping to data.
- Scope too broad - projects should be finishable in a reasonable timeframe.
Rule of thumb
Charter test: can you state the baseline, target, and deadline in one sentence, with no cause and no solution? If yes, Define is done.
Worked example
Weak: "Reduce defects because our old press is failing." Strong: "Billing error rate is 8.2% (Jan–Mar); target ≤ 2.0% by Q4; scope: invoice generation through customer receipt; out of scope: payment collection." The second is quantified, causeless, and scoped.