MOOC - Lean Six Sigma Black Belt
World Class Performance
The Unit ‘World Class Performance’ reviews the general philosophy of continuous improvement. It discusses the overview of different process improvement methods and the history of the most important methodologies. It also explains why continuous improvement is important.
Customer value (VOC & CTQ):
The Learning Element ‘Customer first’ reviews customer identification (internal/external), customer requirements and the CTQ-measure.
LSSBB.U1.E2.PC1
Prioritize and translate the Voice of the Customer (VOC) requirements into internal specification requirements. Differentiate customer experience into dissatisfied, expected, satisfied and desired quality levels (e.g. KANO model). Bloom: Analyze
LSSBB.U1.E2.PC2
Translate the Voice of Customer into external CTQs and internal CTQs. Construct a CTQ flowdown that represents the key measurable characteristics of a product or process whose performance standards or specification limits must be met. Bloom: Analyze