A. Process vs. Functional View

1. Process elements
   Understand process components and boundaries (Analysis)
2. Owners and stakeholders
   Identify process owners, internal and external customers, and other stakeholders. (Analysis)
3. Project management and benefits
   Understand the difference between managing projects and maximizing their benefits to a business. (Analysis)
4. Project measures
   Establish key performance metrics and appropriate project documentation. (Analysis)

B. Voice of the Customer

1. Identify customer
   Segment customers as applicable to a particular project; list specific customers impacted by project within each segment; show how a project impacts internal and external customers; recognize the financial impact of customer loyalty. (Analysis)
2. Collect customer data
   Use various methods to collect customer feedback (surveys, focus group, interviews, observation, etc.) and understand the strengths and weaknesses of each approach; recognize the key elements that make surveys, interviews and other feedback tools effective; review questions for integrity (bias, vagueness, etc.). (Application)
3. Analyze customer data
   Use graphical, statistical, and qualitative tools to understand customer feedback. (Analysis)
4. Determine critical customer requirements
   Translate customer feedback into strategic project focus areas using quality function deployment (QFD) or similar tools, and establish key project metrics that relate to the voice of the customer and yield process insights. (Analysis) [NOTE: The analysis of QFD Matrices is covered in section X.A]

C. Business Results

1. Process performance metrics
   Calculate DPU, RTY and DPMO sigma levels; understand how metrics propagate upwards and allocate downwards; compare and contrast capability, complexity, and control; manage the use of six sigma performance measures (e.g., PPM, DPMO, DPU, RTY, COPQ) to drive enterprise decisions. (Analysis)
2. Benchmarking
   Understand the importance of benchmarking. (knowledge)
3. Financial Benefits
   Understand and present financial measures and other benefits (soft and hard) of a project; understand and use basic financial models (e.g., NPV, ROI); describe, apply, evaluate, and interpret cost of quality concepts, including quality cost categories, data collection, reporting, etc. (Application)