In a previous posting, SIPOC was identified as a means to determine the inputs, outputs and in-process performance measures for a business process. These data measures provide the means to record existing process efficiency and the impact of any changes during the Improvement Phase of a DMAIC Lean Six Sigma project.
Presenting this data to members of the project team and stakeholders is a challenge. I came across the table presented below during a Lean Six Sigma course at Catalyst Consulting Ltd. To date, it has proved to be very successful providing a quick reference identifying what is being measured and why.
Defining how something is measured is really important – for example, NASA didn’t realise one team was working in metric and the other in imperial measures. It wasn’t until the MARS probe crashed that the problem was discovered – so make sure all the ‘obvious’ things are defined!
The examples provided below are not related but aim to provide examples of the kind of detail that can be presented in the table.
| Type of Measure | What? | Why? | How? | When? | Where? | Who? |
| What are we measuring? | Why are we measuring this? | How do we collect and record the data? | When do we collect the data? | Where in the process? | Who will collect the data? | |
| Output | Number of Customer signups for email campaign notifications | Customer engagement measure | GA JavaScript function embedded in sign up button ‘on click’ event. Requires customer to allow GA tracking cookies | Each time a customer clicks send customer details button. Assuming GA cookies are not disabled | All pages where customer details are recorded | Google Analytics |
| In-Process | Landing Pages from which sign-up occurs | To see which landing pages capture the customers attention | Use GA to track landing pages against sign up events | Collected via Google Analytics | Whilst customer browsers website | Google Analytics |
| Input | Specific email campaign details | To measure campaign effectiveness at achieving purchase of company product | Google campaign tracking parameters | Each time customer clicks through from email | From the device used by the customer to view emails | Google Analytics and aweber |
Any thoughts on this and what are the alternatives?
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