- Introduction to the Define Phase
- Project Charter Toolset
- Introduction to Voice of the Customer
- Capturing The Voice Of The Customer
- Where to Go For Customer Requirements
- Affinity Diagram Toolset
- CTQC Tree Diagram Toolset
- Voice Of The Customer As Specifications
- Introduction to Process Mapping
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- Gemba Walks
- Types of Process Maps
- SIPOC Map Toolset
- Process Flow Charts
- Value-Added Flow Charts
- Spaghetti Diagrams
- Value Stream Mapping Toolset
- Session Wrap-Up and Skill Check
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