Martin Brenig-Jones and Jo Dowdall
FIGURE 3-5: Building up the SIPOC model.
SIPOCs provide a helpful checklist, identifying who your customers are and the outputs that go to them. They highlight areas where greater clarity is needed, especially in relation to requirements and outputs. They also help you focus on what needs to be measured, like, for example, how well are you delivering the outputs to your customers, and how well are your suppliers meeting your requirements of them? (Measurement is covered in more detail in Chapters 7 and 8, with Chapter 8 focusing on how you present your data and understand your results.)
Creating a SIPOC process map provides an opportunity to begin thinking about the various elements involved in your process, whether you have all the information you need and if segmenting your customers is necessary.
Segmenting customers
In developing your SIPOC process map, you need to identify your customers and the outputs that go to them. Possibly, you classify or segment your customers in some way, for example by size or geographical location.
Think carefully about these different customer segments. Do they actually have different CTQs? Will the process outputs be the same for each segment, or will these vary to some degree?
We look at segmentation in a little more detail in Chapter 4, but ensure your SIPOC map and the thinking that accompanies it takes appropriate account of your different customer segments.
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