Use DMAIC to Structure a Small Process Improvement

Use the structure for an existing process

ASQ describes DMAIC as Define, Measure, Analyze, Improve and Control, used for process improvement. This guide uses British spelling for Analyse. It introduces a small practice exercise rather than a complete Six Sigma training programme or certification.

The fictional example is an enquiry process where requests may wait for assignment. The team needs to understand the gap and test a response. Do not assume the process needs a statistical study or a new system before understanding the question.

Define and Measure

Define the process boundary, customer or user need, observed problem and responsible owner. Record the intended outcome without prescribing the solution. Explain the scope and what remains outside it.

Measure the current position using agreed definitions and authorised records. In the fictional example, define assignment time, the start and stop points, and the treatment of duplicates. Check whether records are complete enough to answer the question. These activities establish a usable starting point for the exercise.

Analyse the evidence

Look for patterns and plausible explanations. Separate an association from a confirmed cause. Discuss the findings with the people performing the process and record alternative explanations. A convenient story is not a substitute for investigation.

The team might notice that unassigned enquiries cluster around a particular handover. It should examine the handover and relevant conditions instead of concluding that one employee is responsible. The root-cause workbook helps organise questions and observations.

Improve through a proportionate trial

Identify an option that addresses an evidenced problem. Agree permission, scope, responsibilities and a way to check the result. A small trial can reveal practical difficulties before a wider change.

For the fictional team, an approved assignment reminder could be tested for a limited period. Monitor both assignment time and unintended effects, such as duplicated handling. The exercise does not guarantee that the chosen option will improve performance.

Control and review the result

If a change is accepted, document the agreed way of working, ownership and review approach. Decide what will signal that performance needs attention. Use the organisation’s governance process for operational decisions.

Practice task: write one short statement for each DMAIC phase for the enquiry example. Identify the evidence needed before moving to a solution. Read the ASQ overview for the full context and use the downloadable measurement and trial resources to develop the exercise.

Source and practice note

The five-phase structure is paraphrased from ASQ. All service examples are fictional. The exercise and fictional examples are original RDE learning material.

Read the ASQ DMAIC guide

Cover image: AI-generated illustrative scene created specifically for this resource.