Tool Set for Improving Transactional Processes

I would agree that in the vast majority of the six sigma projects the tools that provide the highest payback are those cited such as process mapping, scoping, and project charter, etc... The Process mapping of the inputs, outputs, process, tools, and deliverables provide a good foundation when reviewing the AS-IS environment and looking to what the TO-BE could look like.

The development of metrics during the initial analysis phase of the project are also very important... for the simple fact of producing evidence that the project met the expected results. On several projects the lack of good solid metrics did not provide that benchmark or foundation to judge the projects success.

I do feel that one area that does get over looked but which is vital to a successful project is Communication and Change Management. Both of these areas can either positively or negatively impact a project. These are areas that I concentrate on during a project to ensure that later in the project I do not need to spend critical resources in "spin control or management". Effective Change Management needs to be on the list of items that need to be addressed during the project. It is also an area in which the six sigma program does not provide a tremendous amount of direction or guidance. However, do not under estimate the value or the time committment necessary in this area.

Thoughts??