One of the crucial elements of the project charter in the define phase of a
Six Sigma project is the selection of project metrics. Project metrics selected
should reflect the voice of the customer (customer needs), as well as ensure
that the internal metrics selected by the organization are achieved. Metrics
selected should be simple and straightforward and meaningful. Metrics selected
should create a common language among diverse team members.
When drafting metrics for a particular project one should consider how the
metrics are connected and related to key business metrics. Typically there is no
one metric that fits all the requirements for a particular situation.
Developing Project Metrics
The most common approach used by teams is to understand the problem
statement, brainstorm metrics, and finally decide what metrics can help them
achieve better performance. The team then reviews these metrics with executive
management to ensure that they are in synergy with the overall strategy of the
business, and an iterative approach may be utilized.
Care should be exercised in determining what is measured. Metrics should be
based on what, in fact, needs to be measured to improve the process, rather than
what fits the current measurement system. Metrics need to be scrutinized from
the value they add in understanding a process.
