Mastering the Define Phase in DMAIC: Laying the Groundwork for Success

Jul 18

2 min read

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Every successful Six Sigma project starts with a crystal-clear understanding of the problem—and that’s exactly what the Define phase in DMAIC is all about.

✅ What Is the Define Phase?

The Define phase is the first step in the DMAIC (Define–Measure–Analyze–Improve–Control) cycle. Its purpose? To align everyone on what problem you’re solving, why it matters, and who’s involved.

Think of it as writing the blueprint before you build the house.

🎯 Key Goals of the Define Phase:

Define the problem clearly: Avoid vague statements like “the process is slow.” Use business language—e.g., “Customer onboarding exceeds the 48-hour target in 65% of cases.”
Identify the project scope and goals: What’s in and out of bounds? What’s the measurable goal? Keep it SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
Engage stakeholders: Map your key players—process owners, sponsors, customers—and align them early.
Build a strong Project Charter: This is your roadmap. It includes:
- Problem Statement
- Goal Statement
- Business Case
- Scope (in/out)
- Timeline
- Team roles
Voice of the Customer (VOC): Gather customer input through surveys, interviews, or complaints. This ensures the problem and solution are rooted in real needs.

🛠 Tools Commonly Used in the Define Phase:

SIPOC Diagram (Suppliers, Inputs, Process, Outputs, Customers)
Project Charter
VOC Analysis
Stakeholder Analysis
High-Level Process Maps

⚠️ Pitfalls to Avoid:

Jumping into solutions too soon
Skipping stakeholder buy-in
Vague or overly broad problem statements
Setting goals without measurable targets

📌 Real-World Example:

Problem: A clinic faces delays in processing new patient forms. Define Outcome:

Problem Statement: “85% of new patient forms are not processed within the targeted 24 hours, leading to appointment scheduling delays.”
Goal: “Reduce form processing time to under 24 hours in 90% of cases within 6 weeks.”
Team: Front-desk lead, IT rep, quality coach, process owner
Scope: Only new patient forms submitted online