Define phase: problem definition, VOC, charters and stakeholders
Define converts a vague complaint into a scoped, sponsor-approved project. The exam tests the anatomy of good problem and goal statements, how voice of the customer becomes a measurable CTQ, what belongs in a charter, and who the stakeholders are.
Problem and goal statements
- A problem statement states what is wrong, where, when, how big (magnitude in numbers) and the customer or business impact. It contains no cause and no solution.
- A goal statement is SMART and mirrors the problem: metric, baseline, target, deadline, direction.
- Scope names what is in and explicitly out - process start and stop points, product families, sites, time period.
Voice of the customer to CTQ
VOC is raw customer language ("I don't want to chase you for updates"). Affinity grouping turns statements into needs; a CTQ tree converts needs into measurable requirements with specification limits ("order status visible online within 24 hours, 95% of the time"). Kano analysis classifies needs as must-be, performance or delighter.
The charter and its roles
A charter usually carries: business case, problem statement, goal statement, scope, milestones, team, expected benefits and sponsor signature. Roles:
- Sponsor/Champion: authorises resources, removes barriers, owns the business case.
- Process Owner: accountable for the process after handover.
- Green/Black Belt leads; Yellow Belt and other members contribute.
- Subject matter experts supply knowledge without necessarily joining the team.
SIPOC as the scoping map
Suppliers – Inputs – Process (five to seven high-level steps) – Outputs – Customers. It is built in Define to agree boundaries before a detailed flowchart appears in Measure.
Stakeholders
Stakeholder analysis plots influence against interest to decide engagement effort; a RACI matrix assigns Responsible, Accountable, Consulted and Informed for decisions and deliverables.
Worked example
Original: "Our support is bad and we need a new ticketing system so customers stop complaining." It has no metric, embeds a cause and has no scope. Rewrite: "In Q1, 28% of Tier-1 tickets exceeded the 8-hour response target; target is 10% or less by 30 September, affecting about 1,400 customers." The system idea is parked for Improve; Define only frames the gap.
Traps that cost marks
- Hiding a solution inside the goal statement.
- Scope so broad ("improve customer experience") that no baseline is possible.
- Confusing VOC (customer words) with CTQ (measurable requirement).
- Naming a sponsor who never reviews or signs the charter.