A process is a means of creating and delivering products and services needed by customers. According to Takashi Osada, Japanese author and quality pioneer, “if the process is right, the results will take care of themselves.” By Six Sigma standards, a “right process” is one that creates and delivers precisely what the customer needs. By this logic, no Six Sigma effort can start without having a high-level picture of an organization’s customers and other stakeholders, their needs, and the business processes meant to fulfill those needs. A thorough analysis of the existing business processes – and the products and services they churn out – is the first step in Six Sigma projects. You need to listen to the “voice of the customer” to find out what customers need, identify opportunities for change and improvement, and translate customer needs into goals and customer deliverables. In this course, students will examine how to analyse process components and stakeholders in an organization. They will also learn about concepts and tools for collecting and analyzing customer information and feedback.