Fine friends, we are now at lecture nine. This is the first lecture of define face the corresponding B okay reference is to a one to five. The learning objectives covered in this lecture are defined process boundaries, processes cross various functional areas, challenges for process improvement efforts identify customers analyzing customer data. We have already learned in the second lecture that process is a set of activities to produce products or services by converting inputs into outputs through a series of steps the best way of depicting These series of steps is by using a flowchart. Let us see how for example, let us take a standard transaction process from a bank. What are the processes?

The client arrives at the bank and makes a payment request, isn't it? Then the teller asks for the ID. Now teller checks for its validity and further checks whether the customer has sufficient balance in his account. Then teller ensures that the withdrawal are within limits as further bank policy. He logs the transaction and gives cash to the client. Well, what is the use of depicting the process in a flowchart because it is a simple way for the team To understand about the process under improvement also we can define the process boundaries.

For example, in this process, the boundary starts with client requests and ends with handing over the cache to the client. A process has a set of features, we have discussed many of them previously. Let us review once again. The process can be further grouped into sub processes and steps. Processes cross across the functional area of organization. Each process has a start and end boundary.

A business system is a collection of processes. Organized organization is nothing but collection of business system Let us review the relationship among system processes, sub processes and steps and organization is nothing but collection of numerous systems in order to understand let us take the example of few common system of an organization such as marketing management system, Operation management system, quality management system and finance management system. Now, what are the systems systems are nothing but collection of interrelated processes. Every system depicted here have some set of processes. Let us take the example of one system the quality management system the quality management system consists of various process services such as Management Review, meeting process, audit process, continuous improvement process, quality assurance process, etc. Now, the processes consists of several sub processes.

For example, the audit process can contain the sub process such as liason with external auditors, planning for audit, internal audit sub processes as well as external audit sub processes. In fact, there is no clear demarcation of processes and sub processes. It all depends upon the complexity of organization. Now, the sub process our set of activities is a review the set of activity of planning sub process. They include listing out the trained auditors, selecting the auditor or the audit, provide schedule and checklist to auditors. The process owner got a significant role in Six Sigma projects.

A process owner is one who has the authority and responsibility to make decision on required process changes. Similarly, the stakeholder also got a significant role in Six Sigma projects. stakeholders are those who have vested interest in the process and its outcome. Typically, the stakeholders include process operators and managers from all shifts. Process customers process suppliers, process design personal product design, personals maintenance and logistics personnel, suppliers and customers are the two major stakeholders of a project they could either be internal or external, the internal supplier or customers or the internal department of the organization. Internal supplier of one process may become internal customer or another process.

External suppliers of a project or process are those outside the organization. One of the purposes that organization goes for six sigma strategy is to Increase the satisfaction level of their customers. In order to attain this, we need to identify our customer requirements. main categories of customer requirement include quality, cost, delivery, service, safety, and supplier responsibility. It's a big challenge to identify the customers priorities among the above and identifying the measurable parameters of these requirements. Best way of identifying the customer requirement is to collect the customer data.

We should know how does the customer communicate. This is known as voice of customer, our voc typically We'll see could be compliments from customers complaints, product returns, customer referrals, cancellation of contract feedback through surveys, telephones etc. The understanding of customer requirement is essential for successful Six Sigma projects. However, detailed study may not be required in every project except where customer involvement is high. The front door different organization follow different approaches to collect customer data such as reactive approach and proactive approach. When organization analyze the voice of customer such as complaints, warranty claims product recall Draw then it's a kind of reactive approach.

Similarly, some progressive organization conduct proactive approaches such as customer interview, focus, group study, survey and observation studies etc. Best way of getting valid customer data is by selecting a sample of customers randomly and using the proactive method for voc which is voice of customer. Similarly, the survey questionnaires should be carefully prepared to avoid bias, weakness etc. Once we gather some customer data next step is to analyze the data. Statistical and graphical tools could be appropriately used for this purpose. Statistically, data are analyzed through central tendency, variance, and range etc.

This will be covered in detail in later lectures. graphical tools include methods such as affinity diagram, nominal grouping, technique, Kanno model, etc. Well, that's all for this lecture, we can proceed to the next lecture on process management for projects based on the blk two, a two Thank you.