Define the Customer, their Critical to Quality (CTQ) issues, and the Core Business Process involved.

• Define who customers are, what their requirements are for products and services, and what their expectations are
• Define project boundaries ­ the stop and start of the process
• Define the process to be improved by mapping the process flow

• Develop a data collection plan for the process
• Collect data from many sources to determine types of defects and metrics
• Compare to customer survey results to determine shortfall

• Identify gaps between current performance and goal performance
• Prioritize opportunities to improve
• Identify sources of variation

• Create innovate solutions using technology and discipline
• Develop and deploy implementation plan

• Prevent reverting back to the "old way"
• Require the development, documentation and implementation of an ongoing monitoring plan
• Institutionalize the improvements through the modification of systems and structures (staffing, training, incentives)