Anticlue

Measuring Process Problems

A process problem is a problem that weakens the quality of the process. The need is what the customer is looking to obtain from that process. If customer consistently do not get what they want or need, then the process has a problem. The success of a process is measured by the customer satisfaction. As you engage in resolving process problems, remember to measure the problem in a way that addresses the needs of those affected by the process.

The first step in determining how to resolve a problem is to obtain an effective measure of the problem. An accurate measurement is one that the customers comprehend because it addresses their particular needs. Six Sigma offers a two-step method for ensuring measurement accuracy:

1. Identify the problem - Find out what the customer needs or wants from the process. Methods for finding out what the customer wants from the process include surveys, focus groups, and market research. Compare information about customer needs to what your organization is currently measuring. The difference between what the customer wants and what the company provides is the process's problem.
2. Determine how to measure the problem - Review the strategy the company currently uses to measure process problems. Make sure that the method is without bias or agenda. Change or modify the measurement to match what the customer wants measured, that is, the problem.

An existing measurement may not always require modification, even if customers complain about a problem in the process. According to Six Sigma guidelines, measuring a process problem requires two steps:

1. Clarify the customer's need by identifying the problem in the process from the customer's point of view.
2. Help the team devise a strategy that measures the problem in that process.

Measuring the process problem is a necessary phase that precedes problem resolution. By identifying the problem in a process and modifying the existing strategy used to measure the process problem, a Six Sigma team creates an accurate way to assess the problem and measure the quality of the process itself.