ABSTRACT
Six Sigma methodologies are data driven problem-solving processes that aim at reducing defects or errors. Defects must be defined against how they relate to the critical characteristics to gain a better perspective on the impact they have. As the initial phase, the Define stage is when the team is formed and the project's scope and goals are defined and incorporated in a project charter. In defining the defects, additional tools such as process mapping can be used to get an in-depth understanding of where defects may occur within the process. Another process mapping tool, used for lower-level mapping, is flow charting. This is one of the most important tools as it helps standardise processes, communicate, spot bottlenecks and improve the process. An important element of the Define phase is to gather information from and about the customers of the service HR is looking to improve.
