Framework
Root Cause

DMAIC

Define, Measure, Analyze, Improve, Control

Best for
running a Six Sigma loop
Time
half-day workshop
Difficulty
Advanced

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DMAIC diagramSchematic of the DMAIC framework: Define, Measure, Analyze, Improve, Control.DEFMEAANAIMPCONDefineMeasureAnalyzeImproveControl
The DMAIC diagram — Define, Measure, Analyze, Improve, Control.
Example

Six Sigma project: cutting time-to-first-response in a help desk

DMAIC phases
  1. Define — TTFR median is 9h; goal is ≤ 2h within 1 quarter
  2. Measure — pull 90 days of data; segment by channel and shift
  3. Analyze — 70% of delay is after-hours queue with no on-call
  4. Improve — add follow-the-sun rotation + auto-routing rules
  5. Control — control charts on TTFR by shift; alert on > 3h median

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