The Define stage is the most crucial part of the improvement project lifecycle as it provides the foundation over which the subsequent stages of DMAIC will be built. A problem well stated is a problem half-solved.

The Define stage involves the creation of a project charter. The project charter will be essential throughout the process as it is the document that will provide information about the improvement project. It will include information such as the business case, the problem statement, the goal statement, the scope, the financial impact of the project as well as the team working on it. It provides clarity and uniform understanding about the project to the team, which will be integral to the project's success. The map helps to sharpen this clarity further.

Possibly the most important thing to do at this early stage is to capture the voice of the customer to get an understanding of the pain points affecting the customer. As I stated earlier in the book, Lean Six Sigma is a customer...