{"id":13462,"date":"2014-04-03T13:57:59","date_gmt":"2014-04-03T18:57:59","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=13462"},"modified":"2020-09-11T19:55:20","modified_gmt":"2020-09-12T00:55:20","slug":"kano-model-customer-experience-continuous-improvement","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/kano-model-customer-experience-continuous-improvement\/13462\/","title":{"rendered":"The Kano Model in Customer Experience and Continuous Improvement"},"content":{"rendered":"<p>There are many customer satisfaction models in the marketplace. One very important model is the Kano Model, which we&#8217;ll discuss today. In this article, we&#8217;ll discuss the following:<\/p>\n<ul>\n<li>The origins of the <a title=\"learn about the kano voice of the customer method\" href=\"https:\/\/staging.opexlearning.com\/resources\/customer-experience-kano-basics-and-shiny-objects\/2208\/\">Kano Model<\/a><\/li>\n<li>Key Elements of Kano<\/li>\n<li>Methodology<\/li>\n<li>Applications of Kano<\/li>\n<li>Examples of how to use Kano Analysis<\/li>\n<\/ul>\n<h2>Origins of the Kano Model<\/h2>\n<p>The Kano Model concept was derived by Noriaki Kano in his article entitled <em>&#8220;Kano, N., Takahshi, F &amp; Tsuji, S. (1984). Attractive quality and must-be quality. The Journal of the Japanese Society for Quality Control, April, pp. 39-48.&#8221; <\/em>Noriaki Kano was a professor at Tokyo Rika University and focused his research on how to satisfy customers. The prevailing idea at the time was that give the customers more would make them happy.<\/p>\n<p>He didn&#8217;t believe that.<\/p>\n<p>So, he challenged the prevalent customer satisfaction models of &#8220;more is better&#8221; and proposed a new line of thinking based on the following ideas:<\/p>\n<ul>\n<li>Performance on product and service attributes is not equal in the eyes of the customer.<\/li>\n<li>Performance on certain category attributes produces higher levels of satisfaction than others.<\/li>\n<\/ul>\n<p>In other words, there are product and service attributes for which &#8220;more&#8221; doesn&#8217;t equal satisfaction.<\/p>\n<h2>Key Elements of Kano<\/h2>\n<p>The Kano Model is not difficult to understand. It is based on a few key elements:<\/p>\n<ul>\n<li>Identify the voice of the customer (VoC)<\/li>\n<li>Translate the voice of the customer into critical to quality characteristics (CTQ)<\/li>\n<li>Rank the CTQ&#8217;s into three categories:\n<ul>\n<li>Dissatisfier: &#8220;Must be&#8221; \/ Cost of Entry<\/li>\n<li>Satisfier: &#8220;More is better&#8221; \/ Competitive<\/li>\n<li>Delighter: &#8220;Latent Need&#8221; \/ Differentiator<\/li>\n<\/ul>\n<\/li>\n<li>Evaluate current performance of the process, product, or service<\/li>\n<\/ul>\n<p>To obtain the voice of the customer, often Surveys, Interviews, Focus Groups, Observation, and Customer Complaints are the most common ways to obtain customer data.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-13463 aligncenter\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/kano-model-chart.png\" alt=\"kano model in lean six sigma\" width=\"762\" height=\"463\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/kano-model-chart.png 762w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/kano-model-chart-600x365.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/kano-model-chart-300x182.png 300w\" sizes=\"(max-width: 762px) 100vw, 762px\" \/><\/p>\n<p>The Kano Model is a tool that can be used to prioritize Critical to Quality characteristics, as defined by the Voice of the Customer. The 3 categories identified by the Kano Model are:<\/p>\n<ul>\n<li>Must Be: whatever the quality characteristic is, it must be present. If it&#8217;s not, the customer will abandon and go elsewhere.<\/li>\n<li>Performance: the better we are at meeting these needs, the happier the customer is.<\/li>\n<li>Delighter: those qualities that the customer was not expecting, but received as a bonus. A happy surprise.<\/li>\n<\/ul>\n<p>The model is represented in an (x, y) graph.&nbsp;The x-axis represents how good we are at achieving the customer&#8217;s outcome (s), or CTQ&#8217;s.&nbsp;The y-axis records the customer&#8217;s level of satisfaction the customer should have, as a result of our level of achievement.<\/p>\n<h2>The Kano Process Model<\/h2>\n<p>As a high-level, here are the discrete steps in order to apply the Kano Model:<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-13464\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/kano-process-model.png\" alt=\"process model, kano analysis in lean six sigma\" width=\"794\" height=\"454\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/kano-process-model.png 794w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/kano-process-model-600x343.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/kano-process-model-300x171.png 300w\" sizes=\"(max-width: 794px) 100vw, 794px\" \/><\/p>\n<h3>Research<\/h3>\n<p>Research available data sources. Then,&nbsp;Determine data collection strategy.&nbsp;Design data collection instruments.&nbsp;Collect and summarize data. Here are other potential venues for research:<\/p>\n<p>Must Be&#8217;s &#8211; Focus Groups, Lawsuits and Regulations, Buzz on Internet<br \/>\nSatisfiers &#8211; Competitive Analysis, Interviews, Surveys, Search Logs, Usablity Testing, Customer Forums<br \/>\nDelighters &#8211; Field Research, Marketing\/Branding Vision, Industrial Design, Packaging, Call Center Data, Site Logs<\/p>\n<h3>Analyze and Brainstorm<\/h3>\n<p>Analyze results from data collection.&nbsp;Brainstorm list of features and functionality, then&nbsp;Develop Functional and Dysfunctional Questionnaire.&nbsp;Distribute Questionnaire.<\/p>\n<p>At the end of this step, there should be two deliverables:<\/p>\n<ul>\n<li>Output Requirement Features of the final product and service delivered to the customer at the end of the process<\/li>\n<li><span style=\"line-height: 1.5em;\">Service Requirements More subjective ways in which customer expects to be treated and served during the process itself&nbsp;<\/span><span style=\"line-height: 1.5em;\">&#8211; How should we interact with and treat customers?<\/span><\/li>\n<\/ul>\n<p>Here a few items to remember in the Analyze and Research step:<\/p>\n<ul>\n<li>Analyze data from available sources<\/li>\n<li>Brainstorm list of features and functionality<\/li>\n<li>Determine type of requirements:<\/li>\n<li>Output Requirements<\/li>\n<li>Service Requirements<\/li>\n<li>Kano Model Requirements Survey<\/li>\n<li>User Survey\n<ul>\n<li>Functional form\u009d vs. Dysfunctional Form\u009d<\/li>\n<li>How would you feel if the product had feature X?\u009d<\/li>\n<li>How would you feel if the product didn&#8217;t have feature X?\u009d<\/li>\n<\/ul>\n<\/li>\n<li>Kano Questionnaire Answers:\n<ul>\n<li>I like it.<\/li>\n<li>I expect it.<\/li>\n<li>I&#8217;m neutral.<\/li>\n<li>I can tolerate it.<\/li>\n<li>I dislike it.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>Here is an example of a Requirements Survey within the context of the Kano Model:<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-13465\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/example-requirements-survey-kano-model.png\" alt=\"customer requirements survey, kano model\" width=\"637\" height=\"468\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/example-requirements-survey-kano-model.png 637w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/example-requirements-survey-kano-model-600x441.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/example-requirements-survey-kano-model-300x220.png 300w\" sizes=\"(max-width: 637px) 100vw, 637px\" \/><\/p>\n<p>Here&#8217;s an example of a Functional and Dysfunctional Questionnaire for Kano:<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-13466\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/functional-dysfunctional-requirements-comparison.png\" alt=\"dysfunctional and functional survey for kano\" width=\"699\" height=\"482\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/functional-dysfunctional-requirements-comparison.png 699w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/functional-dysfunctional-requirements-comparison-600x414.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/functional-dysfunctional-requirements-comparison-300x206.png 300w\" sizes=\"(max-width: 699px) 100vw, 699px\" \/><\/p>\n<p>Another example:<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-13467\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/requirements-questionnaire-kano-model.png\" alt=\"kano model requirements questionnaire\" width=\"669\" height=\"486\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/requirements-questionnaire-kano-model.png 669w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/requirements-questionnaire-kano-model-600x436.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/requirements-questionnaire-kano-model-300x217.png 300w\" sizes=\"(max-width: 669px) 100vw, 669px\" \/><\/p>\n<p>And then, the summary data:<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-13468\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/customer-requirements-table-kano-model.png\" alt=\"summary of survey results in kano analysis\" width=\"681\" height=\"484\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/customer-requirements-table-kano-model.png 681w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/customer-requirements-table-kano-model-600x426.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/customer-requirements-table-kano-model-300x213.png 300w\" sizes=\"(max-width: 681px) 100vw, 681px\" \/><\/p>\n<h3>Plot and Diagram<\/h3>\n<p>Develop Customer Requirement Matrix.&nbsp;Record Questionnaire results in Matrix and Summarize.&nbsp;Plot results on Kano Model<\/p>\n<h3>Strategize<\/h3>\n<p>Determine Project selection,&nbsp;Product Development,&nbsp;Service Development and&nbsp;Identify Marketing Strategy. This also includes organizational design changes that need to occur.<\/p>\n<p>In an upcoming article, I&#8217;ll post a how-to video on the practical steps to creating a Kano Model for Customer Satisfaction.<\/p>\n<p><div class=\"ebook-page\">\r\n<table border=\"0\">\r\n<tbody>\r\n<tr>\r\n<td><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12997\" alt=\"blog-post-logo\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/blog-post-logo.gif\" width=\"50\" height=\"50\" \/><\/td>\r\n<td><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12998\" alt=\"excel-icon\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/excel-icon.gif\" width=\"50\" height=\"50\" \/><\/td>\r\n<td><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12999\" alt=\"pdf-logo\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/pdf-logo.gif\" width=\"50\" height=\"50\" \/><\/td>\r\n<td><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-13000\" alt=\"powerpoint-icon\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/powerpoint-icon.gif\" width=\"50\" height=\"50\" \/><\/td>\r\n<td><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-13001\" alt=\"video-icon\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/video-icon.png\" width=\"50\" height=\"50\" \/><\/td>\r\n<\/tr>\r\n<tr>\r\n<td>Blog Article<\/td>\r\n<td>Excel<\/td>\r\n<td>PDF<\/td>\r\n<td>PowerPoint<\/td>\r\n<td>Video<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n<\/div>\r\n<div class=\"ebook-page\">\r\n<table>\r\n<tbody>\r\n<tr>\r\n<td>Module<\/td>\r\n<td style=\"width: 450px;\">Description<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">Type<\/td>\r\n<\/tr>\r\n<tr>\r\n<td>Overview<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/what-is-six-sigma\/12015\/\">What is Six Sigma<\/a><\/h3>\r\nThe various definitions of Six Sigma is explained in this 5:42 video. We specifically discuss 6 definitions of \"Sigma\", ending with the most relevant definition which is related to the DMAIC Method of Problem Solving.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/what-is-six-sigma\/12015\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-13982 size-medium\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/what-is-six-sigma-video-icon-300x167.png\" alt=\"video of what is six sigma\" width=\"300\" height=\"167\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/what-is-six-sigma-video-icon-300x167.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/what-is-six-sigma-video-icon-600x335.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/what-is-six-sigma-video-icon.png 945w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Overview<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/the-dmaic-framework\/369\/\">The DMAIC Framework<\/a><\/h3>\r\nIn this 4:17 video, we explain the DMAIC framework and give an introduction to each phase in DMAIC. We specifically show the storyboard for each phase in the DMAIC framework.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/the-dmaic-framework\/369\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-13983 size-medium\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/dmaic-framework-video-icon-300x165.png\" alt=\"join shmula pro membership\" width=\"300\" height=\"165\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/dmaic-framework-video-icon-300x165.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/dmaic-framework-video-icon-600x331.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/dmaic-framework-video-icon.png 942w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Overview<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/lean-and-six-sigma-pdca-and-dmaic-comparison\/3179\/\">DMAIC versus PDCA<\/a><\/h3>\r\nArticle describes how PDCA is used in Lean and the similarities and common history between PDCA and DMAIC.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12997\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/blog-post-logo.gif\" alt=\"blog-post-logo\" width=\"50\" height=\"50\" \/><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Overview<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/history-of-six-sigma\/12209\/\">History of Six Sigma and Lean<\/a><\/h3>\r\nIn this video, we go through the various contributors of Six Sigma, their contribution, and why it's important in the practice of modern Six Sigma. We also go into the history of the Toyota Production System and how the term \"lean\" was coined. Video is 7:36 long.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/history-of-six-sigma\/12209\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-13984 size-medium\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/history-founding-of-lean-300x166.png\" alt=\"history and founding of lean\" width=\"300\" height=\"166\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/history-founding-of-lean-300x166.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/history-founding-of-lean-600x333.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/history-founding-of-lean.png 940w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Overview<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/lean-history-and-timeline-toyota-production-system\/5993\/\">Lean History and Timeline<\/a><\/h3>\r\nThis article shows a comprehensive history and timeline of Lean and of continuous improvement beginning in the 1600's.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12997\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/blog-post-logo.gif\" alt=\"blog-post-logo\" width=\"50\" height=\"50\" \/><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Overview<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/six-sigma-black-belt-certification\/9103\/\">Black Belt Certification<\/a><\/h3>\r\nIn this article, we provide various resources where you may take the Black Belt exam should you choose to do so. We also discuss the positive and negative of Black Belt certification.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12997\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/blog-post-logo.gif\" alt=\"blog-post-logo\" width=\"50\" height=\"50\" \/><\/td>\r\n<\/tr>\r\n<tr style=\"background-color: #005f9d;\" valign=\"middle\">\r\n<td colspan=\"4\"><span style=\"color: #ffffff;\"><strong>DEFINE<\/strong><\/span><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Define<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/lean-six-sigma-elements-of-define\/3231\/\">The Define Phase Storyboard<\/a><\/h3>\r\nWe introduce the Define Phase and show the Define Storyboard, a high level map of what the phase is about and the expected outputs. Video length is 3:50.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/lean-six-sigma-elements-of-define\/3231\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-13985\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/define-phase-storyboard-video-icon-300x168.png\" alt=\"define phase in six sigma\" width=\"300\" height=\"168\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/define-phase-storyboard-video-icon-300x168.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/define-phase-storyboard-video-icon-600x337.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/define-phase-storyboard-video-icon.png 941w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Define<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/business-needs-assessment\/12456\/\">Business Needs Assessment<\/a><\/h3>\r\nIn this video, we discuss how to identify business needs of an organization and how to take that knowledge and transform it into a formal DMAIC project that will get the backing and support from top management. Video length is 6:46.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/business-needs-assessment\/12456\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-13986\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/business-needs-assessment-video-icon-300x167.png\" alt=\"business needs assessment video icon for six sigma videos\" width=\"300\" height=\"167\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/business-needs-assessment-video-icon-300x167.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/business-needs-assessment-video-icon-600x335.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/business-needs-assessment-video-icon.png 938w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Define<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/project-charter-six-sigma\/12458\/\">Project Charter<\/a><\/h3>\r\nIn this 5:37 minute video, we explain the role of the project charter and its importance in Six Sigma DMAIC projects. Video length is 5:37.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/project-charter-six-sigma\/12458\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-13987\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/project-charter-video-icon-300x168.png\" alt=\"project charter lean six sigma video\" width=\"300\" height=\"168\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/project-charter-video-icon-300x168.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/project-charter-video-icon-600x338.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/project-charter-video-icon.png 942w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Define<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/project-selection-matrix\/12460\/\">Project Selection Matrix<\/a><\/h3>\r\nIn this short 2:51 minute video, we learn a simple and effective method for prioritizing between competing priorities. This method is important for the selection of an improvement project.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/project-selection-matrix\/12460\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-13988\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/project-selection-matrix-video-icon-300x166.png\" alt=\"project selection in six sigma\" width=\"300\" height=\"166\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/project-selection-matrix-video-icon-300x166.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/project-selection-matrix-video-icon-600x332.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/project-selection-matrix-video-icon.png 944w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Define<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/lean-six-sigma-the-problem-statement\/5112\/\">Problem Statement<\/a><\/h3>\r\nArticulating the problem well gets you much closer to a solution. In this video, we show you how along with several real world examples of effective problem statements. Video length is 5:42.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/lean-six-sigma-the-problem-statement\/5112\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-13989\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/problem-statement-video-icon-300x165.png\" alt=\"problem statements in six sigma\" width=\"300\" height=\"165\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/problem-statement-video-icon-300x165.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/problem-statement-video-icon-600x331.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/problem-statement-video-icon.png 947w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Define<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/stakeholder-analysis\/3276\/\">Stakeholder Analysis<\/a><\/h3>\r\nIdentifying stakeholders and their needs is one of the most important steps in Define. This is especially crucial if there are any influential stakeholders that are resistant to your message. Video length is 2:47.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/stakeholder-analysis\/3276\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-13990\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/stakeholder-analysis-video-icon-300x165.png\" alt=\"stakeholder analysis for six sigma\" width=\"300\" height=\"165\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/stakeholder-analysis-video-icon-300x165.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/stakeholder-analysis-video-icon-600x332.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/stakeholder-analysis-video-icon.png 944w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Define<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/affinity-diagram\/3262\/\">Affinity Diagram<\/a><\/h3>\r\nAffinity Diagram is a tried and true method for brainstorming and coming up with ideas. Learn how to apply this technique in this video. Video length is 4:25.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/affinity-diagram\/3262\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-13991\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/affinity-diagram-video-icon-300x166.png\" alt=\"affinity diagram in six sigma\" width=\"300\" height=\"166\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/affinity-diagram-video-icon-300x166.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/affinity-diagram-video-icon-600x333.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/affinity-diagram-video-icon.png 942w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Define<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/suppliers-inputs-process-output-customers-sipoc\/3289\/\">SIPOC<\/a><\/h3>\r\nIdentifying the key spots where measurements can be taken in crucial. This video will show you how to do it. Video length is 3:01.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/suppliers-inputs-process-output-customers-sipoc\/3289\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-13992\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/sipoc-video-icon-300x166.png\" alt=\"sipoc maps in six sigma\" width=\"300\" height=\"166\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/sipoc-video-icon-300x166.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/sipoc-video-icon-600x333.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/sipoc-video-icon.png 943w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Define<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/voice-of-the-customer-voc\/3268\/\">Voice of the Customer and CTQ<\/a><\/h3>\r\nIn this video spanning 5:11, we explain Voice of the Customer and how Six Sigma is rooted in the customer. We explain how to translate Voice of the Customer into Critical to Quality Metrics.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/voice-of-the-customer-voc\/3268\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-13993\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/voice-of-customer-video-icon-300x167.png\" alt=\"six sigma voice of the customer\" width=\"300\" height=\"167\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/voice-of-customer-video-icon-300x167.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/voice-of-customer-video-icon-600x334.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/voice-of-customer-video-icon.png 942w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Define<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/critical-to-quality-ctq\/3255\/\">Critical to Quality Tree<\/a><\/h3>\r\nArticle explaining the critical to quality tree, with examples, and a template to download so you can create your own for your six sigma projects.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12997\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/blog-post-logo.gif\" alt=\"blog-post-logo\" width=\"50\" height=\"50\" \/><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Define<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/value-stream-map-symbols\/8984\/\">Value Stream Map<\/a><\/h3>\r\nIn this 4:42 video, you will learn understand the value stream map symbols and learn how to design your own value stream map. We provide a zip file of VSM Symbols for you to download.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/value-stream-map-symbols\/8984\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-13995\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/how-to-create-value-stream-map-icon-300x225.png\" alt=\"value stream maps in six sigma\" width=\"300\" height=\"225\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/how-to-create-value-stream-map-icon-300x225.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/how-to-create-value-stream-map-icon-600x450.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/how-to-create-value-stream-map-icon.png 694w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Define<\/td>\r\n<td>\r\n<h3><a title=\"the kano model\" href=\"https:\/\/staging.opexlearning.com\/resources\/kano-model-customer-experience-continuous-improvement\/13462\/\">Kano Model<\/a><\/h3>\r\nWe explain the Kano Model to identify service and product characteristics that should be \"satisfiers\" and the ones that be \"good enough\" and don't need to go any further.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12997\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/blog-post-logo.gif\" alt=\"blog-post-logo\" width=\"50\" height=\"50\" \/><\/td>\r\n<\/tr>\r\n<tr style=\"background-color: #005f9d;\" valign=\"middle\">\r\n<td colspan=\"4\"><span style=\"color: #ffffff;\"><strong>MEASURE<\/strong><\/span><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/lean-six-sigma-elements-of-measure\/3234\/\">The Measure Phase Storyboard<\/a><\/h3>\r\nWe introduce the Measure Phase and show the Measure Storyboard, a high level map of what the phase is about and the expected outputs.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12997\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/blog-post-logo.gif\" alt=\"blog-post-logo\" width=\"50\" height=\"50\" \/><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a title=\"data types in six sigma\" href=\"https:\/\/staging.opexlearning.com\/resources\/data-types-in-six-sigma\/13611\/\">Data Types in Six Sigma<\/a><\/h3>\r\nIn this article we explain the various types of data, how they're different, and what they tell us about process behavior. We will also learn how to collect data. Video length is 5:24.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/data-types-in-six-sigma\/13611\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-13996\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/data-types-in-six-sigma-video-icon-300x166.png\" alt=\"data types in six sigma examples\" width=\"300\" height=\"166\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/data-types-in-six-sigma-video-icon-300x166.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/data-types-in-six-sigma-video-icon-600x333.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/data-types-in-six-sigma-video-icon.png 939w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/descriptive-statistics-six-sigma\/12483\/\">Descriptive Statistics<\/a><\/h3>\r\nIn this module we learn various data measures that tell us key characteristics of a data set. We also begin the foundation for our discussion on distributions in a later module.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12997\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/blog-post-logo.gif\" alt=\"blog-post-logo\" width=\"50\" height=\"50\" \/><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/types-of-distributions-in-six-sigma\/12481\/\">Distributions<\/a><\/h3>\r\nThis is a brief introduction to statistical distributions and what inferences we can draw from them.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12997\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/blog-post-logo.gif\" alt=\"blog-post-logo\" width=\"50\" height=\"50\" \/><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a title=\"graphically represent data\" href=\"https:\/\/staging.opexlearning.com\/resources\/graphical-representation-of-data\/13242\/\">Graphical Representation of Data<\/a><\/h3>\r\nGraphically representing data effectively is required to effectively communicate meaning. In this module we learn various graphical methods and how to do them.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12997\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/blog-post-logo.gif\" alt=\"blog-post-logo\" width=\"50\" height=\"50\" \/><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/seven-quality-control-tools-qc-tools\/8711\/\">7 Quality Tools<\/a><\/h3>\r\nWe briefly introduce each of the 7 quality tools. We follow this video several videos where we focus on the detailed of each of the 7 quality tools. Video length is 4:46.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/seven-quality-control-tools-qc-tools\/8711\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-13997\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/7-quality-tools-video-icon-300x159.png\" alt=\"7 qc tools for six sigma\" width=\"300\" height=\"159\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/7-quality-tools-video-icon-300x159.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/7-quality-tools-video-icon-600x319.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/7-quality-tools-video-icon.png 943w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/check-sheets\/3932\/\">Check Sheets<\/a><\/h3>\r\nIn this HD video, we explain the checksheet, what it is used for, see various examples of checksheets, how to create one, and be able to download a checksheet template from the Shmula content library. Video length is 3:53.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/check-sheets\/3932\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-13998\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/check-sheets-video-icon-300x166.png\" alt=\"checksheets for six sigma\" width=\"300\" height=\"166\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/check-sheets-video-icon-300x166.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/check-sheets-video-icon-600x332.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/check-sheets-video-icon.png 944w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/the-pareto-principle\/129\/\">Pareto Chart<\/a><\/h3>\r\nIn this 4:48 minute video, you will learn the history of the Pareto Principle, why it's important, and how to apply the Pareto Principle in your lean and six sigma efforts using excel.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/the-pareto-principle\/129\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-13999\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/pareto-chart-six-sigma-video-icon-300x165.png\" alt=\"pareto chart videos\" width=\"300\" height=\"165\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/pareto-chart-six-sigma-video-icon-300x165.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/pareto-chart-six-sigma-video-icon-600x330.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/pareto-chart-six-sigma-video-icon.png 949w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/histogram-7-qc-tools-for-graphical-analysis\/12966\/\">Histogram<\/a><\/h3>\r\nThis video on the Histogram explains what it is, when to use it, and how to use it. Video length is 3:01.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/histogram-7-qc-tools-for-graphical-analysis\/12966\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-14000\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/histogram-video-icon-300x163.png\" alt=\"qc tools histogram\" width=\"300\" height=\"163\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/histogram-video-icon-300x163.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/histogram-video-icon-600x327.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/histogram-video-icon.png 947w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a title=\"scatterplot video\" href=\"https:\/\/staging.opexlearning.com\/resources\/scatterplot-in-excel-and-7-quality-tools\/13621\/\">Scatter Plot<\/a><\/h3>\r\nIn this 4:27 short video, we introduce the Scatterplot, what it is, why use it, and how it can be helpful in your six sigma projects.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/scatterplot-in-excel-and-7-quality-tools\/13621\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-14001\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/scatterplot-video-icon-300x165.png\" alt=\"scatterplot video, qc tools in six sigma\" width=\"300\" height=\"165\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/scatterplot-video-icon-300x165.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/scatterplot-video-icon-600x332.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/scatterplot-video-icon.png 932w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/cause-and-effect-diagram\/13081\/\">Cause and Effect Diagram<\/a><\/h3>\r\nThis 5:21 minute video explains the cause and effect diagram - what it is, when to use it, and how to create one.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/cause-and-effect-diagram\/13081\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-14002\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/cause-effect-video-icon-300x165.png\" alt=\"root cause analysis video\" width=\"300\" height=\"165\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/cause-effect-video-icon-300x165.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/cause-effect-video-icon-600x331.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/cause-effect-video-icon.png 933w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a title=\"control charts used in six sigma\" href=\"https:\/\/staging.opexlearning.com\/resources\/control-charts-six-sigma-introduction\/13743\/\">Control Chart<\/a><\/h3>\r\nIn this video, we introduce you to the control chart - what it is, where to use it, when to use it, and how it's used. Video length is 7:05.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/control-charts-six-sigma-introduction\/13743\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-14003\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/control-charts-video-icon-300x224.png\" alt=\"control charts in six sigma\" width=\"300\" height=\"224\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/control-charts-video-icon-300x224.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/control-charts-video-icon-600x450.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/control-charts-video-icon.png 925w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3>Run Chart<\/h3>\r\nIn Progress<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3>Process Cycle Efficiency<\/h3>\r\nProcess Cycle Efficiency is a more modern tool that looks at processes from the perspective of value and waste. We show you how to do it and why it's important.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/fmea-template-fmea-example\/9065\/\">FMEA<\/a><\/h3>\r\nFailure Mode Effects Analysis is a tried and true method and technique for quickly identifying ways where process problems can occur and how to quickly mitigate them. Video length is 4:45.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/fmea-template-fmea-example\/9065\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-14004\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/fmea-video-icon-300x168.png\" alt=\"failure mode effects analysis video\" width=\"300\" height=\"168\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/fmea-video-icon-300x168.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/fmea-video-icon-600x336.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/fmea-video-icon.png 935w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a title=\"basic statistics in six sigma article\" href=\"https:\/\/staging.opexlearning.com\/resources\/basic-statistics-six-sigma\/13710\/\">Basic Statistics<\/a><\/h3>\r\nIn this article, we go in depth to explain basic data types, scales, and the language of six sigma.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12997\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/blog-post-logo.gif\" alt=\"blog-post-logo\" width=\"50\" height=\"50\" \/><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/using-z-values-six-sigma\/13719\/\">Using Z Values<\/a><\/h3>\r\nWe learn about Z Values or the Z Score with applications in Six Sigma projects.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12997\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/blog-post-logo.gif\" alt=\"blog-post-logo\" width=\"50\" height=\"50\" \/><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a title=\"sample size  calculations for six sigma\" href=\"https:\/\/staging.opexlearning.com\/resources\/sample-size-calculation-six-sigma\/13727\/\">Sample Size Calculations<\/a><\/h3>\r\nIn this module we learn the underpinnings of sample size calculations and how they are used in six sigma. We provide a sample size calculator in the template section also.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12997\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/blog-post-logo.gif\" alt=\"blog-post-logo\" width=\"50\" height=\"50\" \/><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/explaining-variation\/373\/\">Introduction to Variation<\/a><\/h3>\r\nThis article introduces the learner to the concept of variation and how it impacts the customer experience.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-12997\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/01\/blog-post-logo.gif\" alt=\"blog-post-logo\" width=\"50\" height=\"50\" \/><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a title=\"part 1 red bead experiment\" href=\"https:\/\/staging.opexlearning.com\/resources\/red-bead-experiment-part-1\/3525\/\">Red Bead Experiment Part 1<\/a><\/h3>\r\nIntroduction to red bead experiment.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/red-bead-experiment-part-1\/3525\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-14131 size-medium\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-1-300x192.png\" alt=\"red-bead-experiment-part-1\" width=\"300\" height=\"192\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-1-300x192.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-1-600x384.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-1.png 776w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/red-bead-experiment-part-2\/3536\/\">Red Bead Experiment Part 2<\/a><\/h3>\r\nIn part 2, we actually do a quick run through the experiment.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/red-bead-experiment-part-2\/3536\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-14132 size-medium\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-2-300x252.png\" alt=\"part 2 of red bead experiment\" width=\"300\" height=\"252\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-2-300x252.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-2-600x506.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-2.png 693w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/red-bead-experiment-part-3\/3544\/\">Red Bead Experiment Part 3<\/a><\/h3>\r\nIn this video, we explain and go through more runs of the experiment.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/red-bead-experiment-part-3\/3544\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-14134\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-3-300x184.png\" alt=\"red-bead-experiment-part-3\" width=\"300\" height=\"184\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-3-300x184.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-3-600x369.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-3.png 701w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/red-bead-experiment-part-4\/3549\/\">Red Bead Experiment Part 4<\/a><\/h3>\r\nIn this video we continue our experiment and go through some of Dr. Deming's most famous quotes.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/red-bead-experiment-part-4\/3549\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-14137\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-4-300x242.png\" alt=\"red-bead-experiment-part-4\" width=\"300\" height=\"242\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-4-300x242.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-4-600x484.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-4.png 700w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a title=\"part 5 of red bead experiment\" href=\"https:\/\/staging.opexlearning.com\/resources\/red-bead-experiment-part-5\/3558\/\">Red Bead Experiment Part 5<\/a><\/h3>\r\nContinuing the experiment, with a focus on how to best facilitate an event.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/red-bead-experiment-part-5\/3558\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-14138\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-5-300x254.png\" alt=\"part 5 of red bead experiment\" width=\"300\" height=\"254\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-5-300x254.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-5-600x508.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-5.png 692w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a title=\"part 6 of red bead game\" href=\"https:\/\/staging.opexlearning.com\/resources\/red-bead-experiment-part-6\/3564\/\">Red Bead Experiment Part 6<\/a><\/h3>\r\nIn this last video in the series, we go through the key lessons learned from Deming's famous experiment on variation.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/red-bead-experiment-part-6\/3564\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-14142\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-6-300x184.png\" alt=\"red bead experiment part 6\" width=\"300\" height=\"184\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-6-300x184.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-6-600x369.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/red-bead-experiment-part-6.png 821w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/measurement-system-analysis\/12334\/\">Measurement System Analysis<\/a><\/h3>\r\nIn this video we discuss variation and how it impacts our methods of measuring. Video length is 5:28 and we show examples along with tips on how to deal with bad metrology. Video length is 5:28.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/measurement-system-analysis\/12334\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-14005\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/measurement-system-analysis-video-icon-300x168.png\" alt=\"measurement system analysis in six sigma\" width=\"300\" height=\"168\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/measurement-system-analysis-video-icon-300x168.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/measurement-system-analysis-video-icon-600x336.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/measurement-system-analysis-video-icon.png 938w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Measure<\/td>\r\n<td>\r\n<h3>Gauge R&amp;R<\/h3>\r\nIn this video we explain the Gauge R&amp;R Test and provide various examples of where and how it may be applied in industry.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr style=\"background-color: #005f9d;\" valign=\"middle\">\r\n<td colspan=\"4\"><span style=\"color: #ffffff;\"><strong>ANALYZE<\/strong><\/span><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Analyze<\/td>\r\n<td>\r\n<h3>The Analyze Phase Storyboard<\/h3>\r\nWe introduce the Analyze Phase and show the Analyze Storyboard, a high level map of what the phase is about and the expected outputs.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Analyze<\/td>\r\n<td>\r\n<h3>Brainstorming<\/h3>\r\nWe introduce various methods of brainstorming. Some conventional and some not very and more modern. Some of these methods are taken from Design Thinking and have been found to be very effective in identifying innovative and simple solutions to problems.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Analyze<\/td>\r\n<td>\r\n<h3>5 Whys and Fishbone Diagram<\/h3>\r\nIn this video we explain the 5 Why exercise and show many examples. We extend the 5 Whys and show how it naturally leads to the Fishbone Diagram.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Analyze<\/td>\r\n<td>\r\n<h3>Verifying Root Causes<\/h3>\r\nWe introduce hypothesis testing and various methods for doing so including the Regression, T Test, Chi Square, and ANOVA.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Analyze<\/td>\r\n<td>\r\n<h3>Hypothesis Testing<\/h3>\r\nIn Progress<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Analyze<\/td>\r\n<td>\r\n<h3>Regression<\/h3>\r\nIn Progress<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Analyze<\/td>\r\n<td>\r\n<h3>T Test<\/h3>\r\nIn Progress<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Analyze<\/td>\r\n<td>\r\n<h3>Chi Square<\/h3>\r\nIn Progress<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Analyze<\/td>\r\n<td>\r\n<h3>ANOVA<\/h3>\r\nIn Progress<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr style=\"background-color: #005f9d;\" valign=\"middle\">\r\n<td colspan=\"4\"><span style=\"color: #ffffff;\"><strong>IMPROVE<\/strong><\/span><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Improve<\/td>\r\n<td>\r\n<h3>The Improve Phase Storyboard<\/h3>\r\nWe introduce the Improve Phase and show the Improve Storyboard, a high level map of what the phase is about and the expected outputs.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Improve<\/td>\r\n<td>\r\n<h3>Change Management<\/h3>\r\nWe introduce you to several change management models that have been found to effective in practice. We show what they are, how to do them.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Improve<\/td>\r\n<td>\r\n<h3>Solution Selection Matrix<\/h3>\r\nThe Solution Selection Matrix is a simple tool that helps a team vote and decide on which solution makes the most sense to put resources behind in improvement projects.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Improve<\/td>\r\n<td>\r\n<h3>Process Capability<\/h3>\r\nWe discuss process capability and how it's different from a process not in control. We discuss its importance.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Improve<\/td>\r\n<td>\r\n<h3>Cost \/ Benefit Analysis<\/h3>\r\nWe introduce the concept of Cost and Benefit Analysis and provide several ways at showing cost savings from Six Sigma Projects.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Improve<\/td>\r\n<td>\r\n<h3>Poka Yoke<\/h3>\r\nAs part of the Improve Phase, we introduce the concept of Poka Yoke, or error proofing, as a way to prevent defects before they even occur. We show may examples and teach the principles behind Poka Yoke.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr style=\"background-color: #005f9d;\" valign=\"middle\">\r\n<td colspan=\"4\"><span style=\"color: #ffffff;\"><strong>CONTROL<\/strong><\/span><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Control<\/td>\r\n<td>\r\n<h3>The Control Phase Storyboard<\/h3>\r\nWe introduce the Control Phase and show the Control Storyboard, a high level map of what the phase is about and the expected outputs.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">N\/AN\/A<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Control<\/td>\r\n<td>\r\n<h3>Before \/ After Pareto<\/h3>\r\nWe show ways to visually see before and after results of your project.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Control<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/standard-pig-game\/12385\/\">Standard Pig Game<\/a><\/h3>\r\nIn this 4:55 minute video, we show you a simple and effective game that teaches the importance of Standard Work. This video should be watched prior to the video on Standard Work.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/standard-pig-game\/12385\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-14007\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/standard-pig-game-video-icon-300x166.png\" alt=\"standard pig exercise\" width=\"300\" height=\"166\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/standard-pig-game-video-icon-300x166.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/standard-pig-game-video-icon-600x332.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/standard-pig-game-video-icon.png 816w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Control<\/td>\r\n<td>\r\n<h3><a href=\"https:\/\/staging.opexlearning.com\/resources\/no-standard-then-no-kaizen\/2035\/\">Standard Work<\/a><\/h3>\r\nStandard Work is a foundation of Lean and Six Sigma. In this 5:36 minute video we explain Standard Work and show its role in continuous improvement.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/no-standard-then-no-kaizen\/2035\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium wp-image-14006\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/standard-work-video-icon-300x165.png\" alt=\"what is standard work\" width=\"300\" height=\"165\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/standard-work-video-icon-300x165.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/standard-work-video-icon-600x332.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/06\/standard-work-video-icon.png 942w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/td>\r\n<\/tr>\r\n<tr valign=\"middle\">\r\n<td>Control<\/td>\r\n<td>\r\n<h3>Control Charts<\/h3>\r\nWe discuss the various control charts, why they're important, and how to create them given your process and given your data type.<\/td>\r\n<td style=\"text-align: center;\" colspan=\"2\">In Progress<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n<\/div><br \/>\n<\/p>\n","protected":false},"excerpt":{"rendered":"<p>There are many customer satisfaction models in the marketplace. One very important model is the Kano Model, which we&#8217;ll discuss today. In this article, we&#8217;ll discuss the following: The origins of the Kano Model Key Elements of Kano Methodology Applications of Kano Examples of how to use Kano Analysis Origins of the Kano Model The [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"full-width-content","footnotes":""},"categories":[203,670],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Kano Model in Customer Experience and Continuous Improvement<\/title>\n<meta name=\"description\" content=\"The Kano Model in Customer Experience and Continuous Improvement shows how Kano is used to improve the customer experience and how its used in lean six sigma\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Kano Model in Customer Experience and Continuous Improvement\" \/>\n<meta property=\"og:description\" content=\"The Kano Model in Customer Experience and Continuous Improvement shows how Kano is used to improve the customer experience and how its used in lean six sigma\" \/>\n<meta property=\"og:url\" content=\"https:\/\/staging.opexlearning.com\/resources\/kano-model-customer-experience-continuous-improvement\/13462\/\" \/>\n<meta property=\"og:site_name\" content=\"OpEx Learning\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/get.shmula\" \/>\n<meta property=\"article:published_time\" content=\"2014-04-03T18:57:59+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-09-12T00:55:20+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/04\/kano-model-chart.png\" \/>\n<meta name=\"author\" content=\"Uday Kawar\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@shmula\" \/>\n<meta name=\"twitter:site\" content=\"@shmula\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Uday Kawar\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" 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