Your DMAIC Define Step On Your Path To Become a Lean Six Sigma Green Belt

Lean Six Sigma Define Phase course develops a picture of your customers, processes and measurements needed to meet their requirements

Lean Six Sigma Green Belt Masters Series Define Phase

You need to know not just your customers requirements, but you also need to know who your customers are, or who they might be.

Your first step here is to focus on identifying your various and often quite different customers, seeing how you can determine their requirements, and showing how to use this information to form the basis of the measurement set for your process.

In the Lean Six Sigma Define Phase, we will look at some process basics, by creating a process or value stream map so you can see exactly what the process looks like and understand who does what, when, where, and why.

In this way, the LSS Define Phase develops a picture of your customers and their processes so that you can meet their requirements.

Introducing Lean Six Sigma Masters Series - Define Phase

Lean Six Sigma takes the features of Lean ( speed), and combines them with Six Sigma (stability and accuracy) to ensure Customer Satisfaction, Employee Growth, Profitability, and Increased Revenues. Projex Academy's Lean Six Sigma Green Belt Masters Series will teach you how to streamline processes, improve business performance and supercharge your career

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Lean Six Sigma Thinking

Lean Six Sigma Masters Series - Define Phase

Learn The Jargon - Then Apply It!

Lean Six Sigma Foundations takes you step-by-step through the jargon, breaking it down into easy bite-sized steps. You will learn how to demystify:

lean six sigma define phase - syllabus2

Define the Problem

It all depends of course, on what problem would you like to fix!

The Define Phase is the first phase of the Lean Six Sigma improvement process. Here, the project leaders create The Project Charter. Next up, they create a high-level view of the process, so they can understand the needs of the customers who use that process.

This is a critical phase of Lean Six Sigma in which your teams define the outline of their efforts for themselves and senior management of your organization.

Develop Your Problem Statement

The Problem Statement confirms the process is causing problems.

By definition, this probelm must be on-going, so the team must get access to the rlelevant existing data At this stage the team should have access to some existing data that shows an ongoing problem. They will refine and update  the data as they collect it, while confirming that there are indications of the problem or issue at hand.

The team will want to conclude the problem is one of high priority and is having a high impact.

Now that the team have confirmed there is a problem, they will want to create a ProblemStatement.

Fleshing Out Your Problem Statement

Problem Statement Severity: 

What is the size the problem? You might express this is terms of errors or defects - but it must be specific.

Business Impact:

This needs to decribe the measurable impact to the business, likely in terms of cost or time, and reduction of business benefits (customer dis-satisfaction or increased costs for example) 

Specific Area:

Tie down the precise areas that are impacted by this problem. It might be a group, a unit, a department, product line, etc.

You will want to confirm that resources close to the problem are available. You will want an authorative  project champion usually called a Sponsor or Project Champion.

Develop Your Goal Statement

This should be a mirror image of the Problem Statement. This statement must be measurable.

Carry Out Process Mapping

The team will develop a high-level process map  called a SIPOC which stands for Suppliers, Inputs,Process, Outputs and Customers. This initial SIPOC will be used in all remaining phases.  After this, the team develop either a simple flow chart, or a Swim Lane Map to dive into more details within the process. 

Refine The Voice Of The Customer

The customer is defined as the individuals or groups who receive the goods or services of the process.

The team will normally interviewing or survey customers, and translate that information into measurable requirements showing potential paths to improve the process and/or solve theproblem.

lean six sigma define phase - product master

What You’ll Get When You Become a Member

  • You get instant course access to Lean Six Sigma Define Phase consisting of 16 video-based Modules - these are at the heart of your learning experience
  • You can watch these at any time and place, and feel free to pause and rewind as often as you wish. We all learn at a different pace, and if you are like me, you will want to review all or part of each video more than once, taking notes as you go
  • You get 2 accompanying Handbooks - these are in a PDF format to read it online or print out as you wish. Each Handbook contains full colour pictures of each presentation slide.
  • You will gain an intuitive and deep understanding of the Lean Six Sigma Define Phase Syllabus and act as an aid to revisit topic areas
  • The Lean Six Sigma Define Phase highlights the customer focus and problem identification, so you can master of the key principles underpinning the Lean Six Sigma Define Phase.
  • Learn how to add value for your customer and make your organisation effective and efficient

Check out how our Masterclasses helped these students gain Certification at first try!

Prakash Kumar 


Your PMP Masterclass has done the most exciting thing in my life. I have got through the Exam on 5th June test. Thank you very much.

You and your voice are still very inspiring. You wont imagine... even after my exam I came back and as usual opened your PMP Masterclass to hear your voice that begins with........Hi its Dave......

It has become a part of my life and for any PMP question I may get in future, I find the answer from Projex Acadmy's PMP Masterclass (it's comforting to know I have course access)

Phyllis Coleman


I want to thank you for your great PMP Masterclass Training materials. I passed my exam yesterday on my first try and I owe a lot of that success to your fantastic presentation of the project management processes and knowledge areas. I have been singing your praises to all my colleagues who are pursuing the certification and have encouraged them to buy your training

Elaine Ho


 I want to take this opportunity to thank you so much for your PMP Masterclass! Needless to say, I loved your PMP Masterclass and, after seeing the perfect pricing (I am a student, and of course pursuing the PMP is a cost in itself), I made the decision to purchase your Video PMP Masterclass.

After cramming your video's into 3.5 days of studying (you were my sole study material for most of this time) I am thrilled to say I passed my PMP exam (on the Sunday morning)! I was shocked at how much I actually retained, especially with regards to the maths (I am NOT a math person usually, nor do I have ANY sense of memorization)! Thank you for helping me not only memorize, but also understand - and, thus, learn - the concepts I needed to know. 

LSS Define Phase Masters Series

HD Video Modules- these are at the heart of the learning experience and each comes complete with detailed video lesson and accompanying detailed Handbooks.
Read on to discover the terrific value our Lean Six Sigma Define Phase training gives you . . . 


Module 1: The LSS Define Phase Overview

Here you will learn the value of the LSS DEfine Phase and the main deliverables. We explore the real customers, verfiy scope by using mapping techniques, define the voice of the customer and go on to develop your project Cirtical to Quality (CTQ's)


Module 2: The Define Phase Checklist

In Module 2, you will learn to change to fact-based decision-making, and the importance of reducing defects. I introduce you to the distribution curve, and define what standard deviation and sigma are. I demonstrate an example of a six-sigma process.


Module 3: Process Mapping Tools - Part ONE

Here we explore the different types of process maps and flowcharts with the objective of unearthing the inefficiences within a process and then eliminate them. You get guidance on process map creation, capturing key flows of work, information and material in a value stream map.


Module 4: Process Mapping Tools - Part TWO

In this second part on process maps, i take you through cross-functional flowcharts, also known as deployment flow charts. I demonstrate and compare the different types of flowcharts, and then show you how to deploy a process map.


Module 5: The Project Charter - Part ONE

In the first of three modules, I explain the purpose, structure, and composition of the project charter, and how to write a compelling problem statement.


Module 6: The Project Charter - Part TWO

Here in part two of the project charter, we continue looking at the project charter composition, including the project goal and scope, stakeholder analysis and ensuring the required resources are available.


Module 7: The Project Charter - Part THREE

In the final module on the project charter, I show you how to communicate project progress, and examine the project approach and project benefits.


Module 8: The SIPOC Model

Here, you will learn the secions of the SIPOC Model - Suppliers, Input, Process, Output and Customers.  SIPOC helps the sponsor and team agree on project boundaries and scope by verifying that process inputs match upstream process outputs and inputs and their expectations of downstream processes. I share with you several example maps.


Module 9: The Voice Of The Customer - Part ONE

Here, we look at both internal and external customers - each with their differing requirements. I teach you how to apply The Voice Of the Customer (VOC), and how to deploy customer segementation and the advantages of doing so.


Module 10: The Voice Of The Customer - Part TWO

In this Module, you learn that the customer is defined as the individuals or groups who receive the goods or services of the process, and how to use the customer translation matrix. We thern deep dive into the various data gathering methods.


Module 11: Critical To Quality (CTQ)

Having collected the voice of the customer, then it is time to write the CTQ, as these will provide the foundation for your measurement data. You will learn how these help develop precise and measureable functional requirements.  I give several examples of a customer needs mapping template, and describe the Critical to Quality (CTQ) Tree helping you translate broad customer needs into specific, actionable, measurable performance requirements.


Module 12: The Pareto Chart

In this module we examine the Pareto Chart and how the technique is used for prioritizing effort and activity. It will typically be applied in every phase of a Lean Six Sigma project, including this initial Define phase where it is used to prioritize the areas of focus for the project. I take you through ther steps to create a pareto chart from the raw prioritised data.


Module 13: The Kano Model

In this lesson you learn there are often too many customer requirements and so we need a way of prioritizing what is a necessity and what is ‘good to have’. The Kano Model is a tool used to classify customer requirements based on their importance to customers. I also show you how to use Kano Analysis to prioritize the Requirements.


Module 14: Customer Satisfaction and Loyalty

Here, you will learn how to transform customer satisfaction into the total customer experience, and the ability to fulfil customer’s perceived preferences. I demonstrate brand loyalty and how to use the net promotor score and rating scale calculation.


Module 15: The Affinity Diagram

This module highlights the importance of controlling variation and the identification of defects in a process. I deep dive into a practical example and how you can calculate six sigma and standard deviation. I take you through three detailed examples and their structure.


Module 16: The Five S's

The 5S system is a lean manufacturing tool that improves workplace efficiency and eliminates waste. There are five steps in the system, each starting with the letter S: Sort, Set in Order, Shine, Standardize, and Sustain. I provide examples of 're-tagging' and workplace maps with examples.

About Dave Litten - Accredited Trainer Since 1996

David Litten’s proprietary Projex Academy Masterclass training places a priority on video-based, step-by-step management life-changing training, and his students are reaping the rewards.

Dave is Europe’s No. 1 Project Management Trainer and brings his extensive 20-plus years training skills to the market place, by helping project managers maximize their skills and earning potential.

Unlike rushed classroom training, the video-based LSS Masters Series is NOT based on memorizing stodgy bullet-driven slide sets - instead, you´ll immerse yourself in our full color graphic-rich learning experience, making it a snap to remember all those mark-earning facts for your LSS Certification

Dave is passionate about helping folks just like you attain new knowledge and skills and would love to hear from you!

Dave Litten

Think about your options to get LSS Certified . . .

You could enroll on a rushed and crowded classroom course. Your instructor is under orders to force-feed the syllabus to you in three to four days flat. An incredibly high learning curve.


By the time you return to your office, the course and accommodation won't leave much change out of £2,000.

You could become one of my private coaching students at £600 per day, or take one of those £800-plus online courses full of boring bullet-driven slide shows.

-- OR --

Take our streamlined study process with easy step-by-step bite-sized chunks, providing you with over 100 hours of video - accessible anywhere - using your computer, smart phone or tablet :)

Frequently Asked Questions

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My Guidance for you

Lean Six Sigma Masters Series has evolved from the need of students to gain their Lean Six Sigma Green Belt in one shot -  To achieve that goal, LSS Masters Series goes far beyond just 'training'.  Lean SIx Sigma Masters Series is something that I am proud of and will help thousands of students gain their prestigious LSS Green Belt Certification. I urge you to enroll now, so I can help you fly through your LSS Journey at your first try. I will be at your side every step of the way.