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1. Define customer expectations: what the customer wants, when, and where, for both external and internal customers.
2. Determine what historical data are available on process performance, or what data need to be collected to better understand the process.
3. Describe the perceived problems associated with the process; for instance, failure to meet customer expectations, excessive variation, long cycle times, and so on.
4. Identify the primary causes of the problems and their impacts on process performance.
5. Develop potential changes or solutions to the process, and evaluate how these changes or solutions will address the primary causes.
Note: answers should be in details and computerized and also by own words - Please do not copy and Paste.
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