Define Phase
The Define phase tests your ability to turn a business pain into a bounded, data-ready project. The exam focuses on the charter, problem and goal statements, scope, VOC-to-CTQ translation, stakeholders, and readiness for the Measure gate.
Core rules
- A charter contains the business case, problem statement, goal, scope, team, milestones, constraints, and expected benefit.
- The problem statement states what, where, when, and magnitude, with a baseline. It must not name a cause or a solution.
- The goal is SMART and linked to the CTQ. It states target and deadline, not the method.
- Scope defines in-scope and out-of-scope boundaries, often using SIPOC start and stop points.
- VOC must be collected from segmented customers, then translated into CTQs with operational definitions. One complaint is not VOC.
- Identify stakeholders, build a RACI or communication plan, and record risks and dependencies.
Worked example
Customers say delivery is unreliable. Interviews show a promise of five business days. The CTQ becomes: order-to-delivery cycle time is 5 business days or less, measured from order release to customer receipt, excluding weekends and customer-caused holds. A three-month baseline shows 18% of domestic retail orders exceed five days; the goal is 5% or less by Q4. Scope is domestic retail orders; export, returns, and custom orders are out. The statement is measurable, bounded, and does not prescribe a solution.
Traps that cost marks
- Writing a problem statement such as packing is slow, which embeds a cause.
- Setting a vague goal such as improve delivery.
- Defining scope so broadly that no project can finish.
- Treating a single customer complaint as complete VOC.
- Omitting operational definitions, so baseline data cannot be reproduced.
- Skipping stakeholder analysis and then meeting resistance at implementation.
- Starting Measure without a signed charter and validated baseline.