If you go to http://www.isixsigma.com/library/content/c010429a.asp you’ll find a “how to” on SIPOC. SIPOC stands for: Suppliers, Inputs, Process, Outputs and Customers. Its a good way of defining a process and then working out where the holes are. We did this today and the results were very structured. Basically, the method is as follows:

If you have a project that is ill-defined…

1. Get the relevant stakeholders in the room and work out 5 top level key processes that describe the scope of what you are trying to do. For instance selling a car would be: Attract Customer, Establish Need, Provide Options, Negotiate Deal, Hand Over Keys etc etc.

2. Next, for each part of the process try to document the outputs

3. Then document the customers

4. Next it should be easier to do the suppliers and the inputs.

Whilst you are doing all of this, note down any issues that come up in conversations, for instance, there is an issue trying to work out whether the customer wants a low emission car or not…

Once you’ve done all of this, what you basically have is a top level ideal process, a list of issues with the as-is process and finally, take each issue and try to assign an action to it.

In the end you should be able to construct an action plan for defining the project in more detail.

You should now:

1. Have a better idea of scope
2. Know the problem you are trying to fix
3. Be able to establish some quick wins
4. Be able to establish ownership of actions

TIP: Try to stay focused on the issues rather than the solution. Otherwise, you may “solve” a problem by the end of the workshop without fully appreciating what the problem really was!

Thanks to Jackie Jones of BT Expedite for teaching me this technique