SIPOC

© 2012 Six Sigma Qualtec SIPOC Version 1.0.0

 Value of a SIPOC

uSIPOCs provide an understanding of a process

by easily identifying what activities take place in
the process, who has a hand in producing the
output, who receives the output and how all the
various stakeholders measure success.

uIdentifies all elements of a project as well as

refining the project if its not well scoped.

uBuilds the information to proceed with more

detailed mapping & root cause analysis, if
warranted and desired
© 2012 Six Sigma Qualtec SIPOC 2
 SIPOC Requirements

u Clearly define the start and stop points

u Establish key process metrics
u Identify the components of a process and their
owners
u Identify all the suppliers and their inputs to a
process
u Identify all the customers and the output they
receive
u Establish customer and all stakeholder
requirements and how they measure success

© 2012 Six Sigma Qualtec SIPOC 3

 Definition of a Process

u A process is a group of steps, tasks, or activities

that has a beginning and an end.
u A process takes inputs, for example materials,
information, and people, and in some way changes
them to produce an output.
u Simply, it can be seen as: input-process-output.

Input Process Output

© 2012 Six Sigma Qualtec SIPOC 4

 Examples of Common Processes

u Scheduling production u Distributing mail

u Queuing customer service u Budgeting
u Entering Orders
u Repairing or maintaining a u Answering telephones
product
u Communicating
u Billing
u Coaching or teaching
u Preparing an annual report

Every organization has hundreds, if not thousands of work

processes. To understand the organization, you must
understand its processes! Before you can change a
process, you need to describe and characterize it!
© 2012 Six Sigma Qualtec SIPOC 5
 SIPOC Model
Inputs Process Outputs
Process
(Added
(AddedValue)
Value)
Supplier
Supplier Customer
Customer
Activities

Requirements
Requirementsand
andFeedback
Feedback Requirements
Requirementsand
andFeedback
Feedback
(Product
(Productand
andProcess)
Process) (Product
(Productand
andProcess)
Process)

A SIPOC is a visual view of the Charter that helps to align

the team to the project scope and goals
© 2012 Six Sigma Qualtec SIPOC 6
 Process Components

u Before you begin the task of graphically displaying

the structure of your process, take some time to
describe the major components of the process in
keeping with the fundamental definition of a
process. A process has these components:
p Boundaries
p Activities
p Participants
p Process Owners
p Stakeholders
p Customers & Requirements
p Outputs
(continued)
p Inputs & Suppliers
© 2012 Six Sigma Qualtec SIPOC 7
 Process Components –cont.
Process Boundaries
u Boundaries: the start and stop points of the
process to be considered for this project team.
u The process boundaries determine the scope of
your mapping effort, and the project.
u Don’t place the boundaries too far apart.
p Think about a problem definition and use existing
knowledge of the problem to help set these
boundaries.

© 2012 Six Sigma Qualtec SIPOC 8

 Process Components –cont.
Process Activities (or Steps)
u Process Activities (or Steps): these are the actual
activities taking place within the boundaries. Name
all steps taken to convert the inputs into outputs.
u You can initially be as detailed as you like. All the
steps can be grouped into higher order categories
at a later point in time. All that is happening is that
you’re naming activities in sub-processes.
u Make sure the activities truly lie within the
boundaries. If the boundaries are set as a function
of the problem statement and you stray outside the
boundaries, you are outside the problem
statement.
© 2012 Six Sigma Qualtec SIPOC 9
 Process Components –cont.
Process Participants
u Participants: The people who actually perform the
tasks of the process.
u Every person who plays a role in the conversion of
inputs into outputs should be included in your list of
participants. In general, you should list participants
by name, title, or function.

(continued)
© 2012 Six Sigma Qualtec SIPOC 10
 Process Components –cont.
Process Owners
u Process Owner: The person who is ultimately
responsible for the process and its output.
u In general, process owners are the key decision
makers for the process. They allocate and control
participants, manage inputs, outputs, and resources,
and control most of the financial components of the
process.
u The process owner is the “voice of the process” and
answers to both good and bad performance of the
process.

(continued)
© 2012 Six Sigma Qualtec SIPOC 11
 Process Components –cont.
Process Stakeholders
u Stakeholders: Individuals or organizations whose
success in other areas depends on this process.
Any person impacted by the process or the output
of the process.
Note: The customer may also be considered a
Stakeholder

(continued)
© 2012 Six Sigma Qualtec SIPOC 12
 Process Components –cont.
Customers
u Customer: The person, persons or organizations
that use the output of the process.
u The Customer determines the requirements for
what would define a successful output.
u Customers may be internal or external to your
organization. In either case, they generally use
your output as an input to one or more of their own
processes.
u Most important, understand specifically, what it
takes to make them happy!
(continued)
© 2012 Six Sigma Qualtec SIPOC 13
 Process Components –cont.
Output Requirements
u Requirements: What your customer needs, wants,
or expects of your output.
u In general, customers want three things of your
output.
p They want it better, faster, and cheaper
u Requirement should be specific and measurable

(continued)
© 2012 Six Sigma Qualtec SIPOC 14
 Process Components –cont.
Process Outputs
u Output: The tangible product or intangible service
that is created by the process and passed on to the
customer.
u Outputs have two components that can be
described by a noun and a verb: A “thing” is “done”.
p Applications have been processed.
p Machines have been repaired.
p Ore has been mined.
u By expressing your outputs in a noun and verb
format, you are forced to look at both the end
product and the actions that are required to make it
(continued)
happen.
© 2012 Six Sigma Qualtec SIPOC 15
 Process Components –cont.
Process Inputs and Suppliers
u Inputs: The materials, equipment, information,
people, money, or other conditions that are
required to perform the process.
u Suppliers: The people, functions, or organizations
who supply the process with its inputs.

(continued)
© 2012 Six Sigma Qualtec SIPOC 16
 Diagram the Process - Block Diagrams

u A block diagram is the simplest type of process

map. It provides a quick and uncomplicated view of
the process.
u Only rectangles for major process steps and
diamonds for major decision points connected by
lines with arrows are used in this type of map. The
arrows indicate direction of flow.
u Use block diagrams to simplify large and complex
processes.

© 2012 Six Sigma Qualtec SIPOC 17

 Diagram the Process - Block Diagrams
Block Diagram Example
u The block diagram below outlines the general
structure of a travel vacation:
Select
Travel to Relax and Travel
Destination and
Destination See Sights Home
Buy Tickets
p Within each block, there are many more activities.
p Block diagrams do not generally provide enough
detail for problem-solving. Use them only to help
guide you towards the identification of your process
boundaries.

© 2012 Six Sigma Qualtec SIPOC 18

 Basic Steps to Build a SIPOC

Inputs Process Outputs

Process
(Added
(AddedValue)
Value)
Supplier
Supplier Customer
Customer
Activities

Requirements
Requirementsand
andFeedback
Feedback Requirements
Requirementsand
andFeedback
Feedback
(Product
(Productand
andProcess)
Process) (Product
(Productand
andProcess)
Process)

(continued)
© 2012 Six Sigma Qualtec SIPOC 19
 Basic Steps to Build a SIPOC –cont.

1.
1. Name
Name itit -- Define
Define process to be reviewed
2.
2. Bound-it
Bound-it –– Define
Define the
the process
process start
start and
and stop
stop points
points
3.
3. Identify
Identify the
the process
process owner
owner
4.
4. Identify
Identify the
the process
process output(s)
output(s)
5.
5. Identify
Identify the
the process
process customer(s)
customer(s)
6.
6. Identify
Identify the
the customers’
customers’ requirements
requirements forfor the
the each
each output.
7.
7. Identify
Identify the
the process
process inputs
inputs
8.
8. Identify
Identify suppliers
suppliers who
who provide
provide the
the inputs
inputs
9.
9. Brainstorm
Brainstorm process
process steps
10.
10. Organize
Organize process steps in sequence
11.
11. Number
Number steps
12.
12. Validate
Validate the
the process
process with
with aa “walk
“walk through" of the
the actual
actual process.
process.

(continued)
© 2012 Six Sigma Qualtec SIPOC 20
 Basic Steps to Build a SIPOC –cont.
1
Process Name
Process
2 Owner

Suppliers Inputs Outputs Customers Requirements

8 7 Start Stop 4 5 6
3

9,10,11, 12

1 2 3

4 5 6

Constructing the SIPOC in this specific order will greatly

facilitate the teams ease with this task
© 2012 Six Sigma Qualtec SIPOC 21
 Example SIPOC
Vacation Process
Process Owner: C Pacheco
Customer/
Suppliers Inputs Process Output Requirements
Start

Airlines Trip Decide Completed

to take Travel dates
Hotels information trip
a trip Trip budget
Tour Satisfied
providers customer
Cruise Select
Buy Tickets Travel to Relax and Travel
line Destination Destination See Sights Home

Stop

Arrive
Home

© 2012 Six Sigma Qualtec SIPOC 22

 Summary

u A SIPOC defines the process at a high level and identifies

key components:
Supplier – Whoever provides the input to your process
Input – The material or data that a process does
something to or with
Process – The activities you must perform to satisfy your
customer’s requirements
Output – The material or data that results from the
operation of the process
Customer – Whoever receives the output of your process

u A SIPOC is used ensure all variables related to the problem

statement are considered.

© 2012 Six Sigma Qualtec SIPOC 23

 Examples and Templates

© 2012 Six Sigma Qualtec SIPOC 24

 SIPOC Diagram Example #1a

List List List List List

Suppliers Inputs Outputs Customers Requirements
Here Here Here Here Here

Insert Insert Insert Insert Insert

Process Process Process Process Process
Step 1 Step 2 Step 3 Step 4 Step 5

© 2012 Six Sigma Qualtec SIPOC

 SIPOC Diagram Example #1b
Suppliers Inputs Process Outputs Customer
(Specifications) (Name) (Requirements)

Step/Activity1

Step Activity #2

.
.
.

Step Activity #n

© 2012 Six Sigma Qualtec SIPOC

 SIPOC Diagram Example #2

© 2012 Six Sigma Qualtec SIPOC

 SIPOC Diagram Example #3

© 2012 Six Sigma Qualtec SIPOC

 SIPOC Diagram Example #4
Process: Name of Process
Process Inputs (x) Type Process Step Outputs (y)
Input 1:
Input 2:
Input 3:
Input 4: STEP ONE
Input 5:
Input 6:

Process Inputs (x) Type Process Step Outputs (y)

Input 1:
Input 2:
Input 3:
Input 4: STEP TWO
Input 5:
Input 6:

Process Inputs (x) Type Process Step Outputs (y)

Input 1:
Input 2:
Input 3:
Input 4: STEP THREE
Input 5:
Input 6:

© 2012 Six Sigma Qualtec SIPOC

 Matrix Comparison- SIPOC Diagrams

Supplier X X X
Inputs X X X X
Processes As
Text X X
Process Flow
Charted X X
Outputs X X X X
Customers X X X
Enablers X X
Input Metrics X
Process Metrics X
Output Metrics X
Metrics by Type X
Multi Process
Capable X

© 2012 Six Sigma Qualtec SIPOC

 Completed Best-in-class SIPOC Diagram
Suppliers Input Process Output Customers
Process description:
Developing a Data Warehouse
Project Manager Flat Files Data Warehouse Senior Management
Vendors Project Description Data Extracts Business Owners
IT Staff RFP Goal Data Cubes Report Consumers
Develope
Source Systems Requirements Procure Reports Senior IT Management
Data
Project Manager Project Description Hardware Infrastructure IT Staff
Warehouse
Hardware Vendors RFP Goal Reporting Software
Project Manager Requirements
Software Vendors
IT Consultants
Procure
Source Systems
Software

Metrics Metrics Metrics

Time to Load # of Steps Data Integrity
Terabytes Loaded # of Automated Steps Report Usage
Cost Goals/Restraints Time to Complete Process Cost of Package
Time to Load Time to Complete Process Cost of Hardware
Terabytes Loaded # of Steps Cost of Maintenance
Cost of Packaged
# of Automated Steps Software
Time to Complete Process Data Integrity
Report Usage
Cost of Package
Cost of Staff

© 2012 Six Sigma Qualtec SIPOC

 Best-in-class SIPOC Diagram (template)

Suppliers Input Process Output Customers

Process description:
Brief description of entire process here

STEP STEP STEP

ONE TWO THREE

STEP STEP STEP

FOUR FIVE SIX

Metrics Metrics Metrics

© 2012 Six Sigma Qualtec SIPOC