Communications Management during Project Planning
Communications planning involves identifying the information and communication needs of the stakeholders. This includes determining what needs to be communicated, to whom, when, with what method and how frequently. This is a very proactive approach. The PMBOK guide often suggests work to be done in a more structured way than many project managers previously thought […]
Why Globalization Succeeds When the Workforce is Young ?
In a previous article, we looked at how globalization benefits the young more than the elderly. This article looks at how a youthful workforce is necessary for globalization to succeed. The reason for this is that when the majority of the workforce is young, there is more number of people who are competing for the […]
Change Management and Organizations
Every Christmas, Apple plays to the gallery where all Americans and the rest of the Apple fans across the world wait eagerly for the new promised product of the future and expectantly Apple has unveiled the new, slimmer and improved I Phone 5G. It is no secret that Apple is a cult world over. With […]
Employee Relationship Management (ERM) through Information System
Introduction Employee relationship management is management of relationship between employees and employers. It is made up of initiatives which improve employee morale and loyalty towards the company. Employee relationship management approach looks to maintain effective relationship through three way approach of continuous communication, conflict resolution and employee development. Importance of Employee Relationship Management Employee is […]
The Instex Payment System
Leaders all over the world are upset with America’s hegemonic behaviour. In the past two years, Trump’s policies have caused uncalled for damage to the economies of many countries. This has been done by unnecessary trade wars and sanctions. Iran is one such country which is facing American sanctions. The opinion of the European leaders […]
In the equation - Y = f(X), Y is the dependent variable and it is dependent on the variable X. In other words, when there is a change in value of X then value of Y will automatically change. The following are the characteristics of both types of variables:
| Y | X |
| Dependent variable | Independent variable |
| Output of the process | Input to the process |
| Effect | Cause |
| Symptom | Problem |
| It is monitored | It is controlled |
It is important to know that the variable or the factor that we want to improve is a Y or an X. If the variable under control is a Y then we should identify the Xs or the independent variables that affect Y and we should focus on improving the Xs and thereby improving the Y. There could be more one X that influences the Y and we should try to brainstorm along with the team to identify as many Xs as possible and then perform Pareto analysis or other prioritization tools to identify the critical Xs that impact our Y.
Customer is the person (whether internal or external to the organization) who uses the output that the organization produces. A customer could be
Customer requirements can be defined as the needs of the customer and his expectations from the output that the organization is producing and delivering. When the organization is able to meet all the customer requirements then it will lead to Customer Satisfaction. On the contrary, if the organization is unable to meet the customer requirements then the customers will be dissatisfied and over the period of time they will turn away from the organization’s product. Customer requirements are also called Voice of the customer - “VOC”.
While performing the above the following questions should be asked:
CTQ stands for ‘Critical to Quality’. In other words it represents the critical requirements of the output. CTQ’s could be derived from Customer requirements, Risks, Economics and Regulations. For eg a CTQ could be on-time delivery or accuracy etc. It is very critical to identify and define CTQs appropriately because it depicts the quality parameters that relate to wants and needs of the customer.
Once we have collected the voice of the customer (VOC) we then will have to arrive at Critical to Quality (CTQ) elements so that the customer requirements can be incorporated into our process and the output can be produced as desired by the customer.
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The Cost of Poorly Performing Processes – Need for Six Sigma
February 12, 2025
