Work in this lesson turns Define and Measure Basics, Problem Statements, SIPOC, Process Maps, and Data into a repeatable, reviewable practice. The activity uses a service operations team reducing delays, rework, errors, and customer handoff problems and contributes to the wider objective to support process improvement using Lean principles, DMAIC thinking, basic data tools, waste identification, and team participation.
The instructor traces a case involving a service operations team reducing delays, rework, errors, and customer handoff problems. The demonstration links decisions to objective evidence, records the result in baseline process and data workbook, and tests the condition where baseline data combines incompatible process definitions.
Complete a controlled exercise covering Define and Measure Basics, Problem Statements, SIPOC, Process Maps, and Data. Confirm scope and responsibilities, examine the stated exception, reach a supported conclusion, and preserve the outcome in baseline process and data workbook.
Start where expected practice and observed evidence first diverge. Separate a missing record from an ineffective process, distinguish unclear ownership from a control failure, and treat “baseline data combines incompatible process definitions” as a hypothesis until tested against the applicable criteria and intended outcome.
Learners can apply Define and Measure Basics, Problem Statements, SIPOC, Process Maps, and Data, explain the reasoning used, and defend the result through baseline process and data workbook.