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How do you communicate and align control limits and specification limits with customers and stakeholders?

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If you are applying Lean Six Sigma to improve your processes, you need to understand the difference between control limits and specification limits, and how to communicate them effectively with your customers and stakeholders. Control limits are based on the natural variation of your process, while specification limits are based on the expectations and requirements of your customers. Aligning these two types of limits can help you reduce defects, optimize performance, and increase customer satisfaction. In this article, we will show you how to do that in four steps.

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1 Define your process

The first step is to define your process clearly and identify the key input and output variables that affect its quality. You can use tools such as SIPOC (Suppliers, Inputs, Process, Outputs, Customers) or process mapping to document your process and its boundaries. This will help you establish a common understanding of your process with your customers and stakeholders, and clarify their roles and responsibilities.

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Matt Rebeiro

Strategic Advisor | Startup | Tech | Ops | Product | GTM Consultant | Marketing | SaaS | AI Process Automation Strategy | CEO Top Leadership Voice | Founder | COO | CPO | Toronto | New York | Vancouver | San Francisco |
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Control Limits vs Specification Limits … Often confused so one tip towards providing clarity here is to keep your visuals separate. Don’t put specification limits on a control chart. And know your audience. It’s oftentimes not necessary, especially in the service industry, to take a deep dive into control charts and control limits with your executive sponsor. You drive the conversation, the narrative, not the tools, framework or methodology.

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2 Measure your process

The second step is to measure your process using appropriate data collection methods and tools. You need to collect enough data to calculate the mean and standard deviation of your process output, and to plot a control chart. A control chart is a graphical tool that shows the variation of your process over time, and the upper and lower control limits (UCL and LCL) that indicate the normal range of variation. If your process is stable and in control, most of the data points will fall within the control limits, and there will be no patterns or trends that suggest special causes of variation.

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Matt Rebeiro

Strategic Advisor | Startup | Tech | Ops | Product | GTM Consultant | Marketing | SaaS | AI Process Automation Strategy | CEO Top Leadership Voice | Founder | COO | CPO | Toronto | New York | Vancouver | San Francisco |
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Why is a Data Collection Plan important and essential? When we talk about measuring a process and collecting data for that process, it’s always important to have a plan. As the saying goes "when you fail to plan, you plan to fail" … Your plan should list where you are going to get data from (sources), the date you plan / do collect the data, who is collecting data and how you are collecting it. In addition to the mean and standard deviation, it is also recommend you take note of and be mindful of the maximum and minimum data points and the range between them. This will be useful in your process improvement initiative as the minimum could potentially be a best practice not widely known and the maximum value may highlight an edge case.

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3 Compare your process with specifications

The third step is to compare your process output with the specification limits that are defined by your customers or stakeholders. Specification limits are the upper and lower bounds of acceptable quality for your output, and they are usually based on technical standards, regulations, contracts, or customer needs. You can use tools such as capability analysis or histogram to compare your process capability (Cp) and performance (Cpk) with the specification limits, and to calculate the defect rate or yield of your process. Ideally, your process should be capable of meeting the specifications consistently, and have a low defect rate or high yield.

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4 Communicate and align your limits

The fourth step is to communicate and align your control limits and specification limits with your customers and stakeholders, and to agree on the actions and improvements needed to close any gaps. You can use tools such as dashboards, reports, or presentations to share your data and analysis, and to highlight the benefits and challenges of your process. You should also involve your customers and stakeholders in the decision-making process, and seek their feedback and suggestions. By communicating and aligning your limits, you can ensure that your process meets the expectations and requirements of your customers, and that you deliver value and quality.

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Claudio Gutierrez, PMP

Project Management Expert @ Valens Project Consulting | Efficiency Consulting
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Communicating efficiently, using clear and simple language is huge. But visuals can speak thousands of words, so it's not a bad idea to use them frequently. Additionally, be clear about the benefits of meeting your control limits and specification limits and above all, be open to feedback and suggestions from your customers and stakeholders.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you communicate and align control limits and specification limits with customers and stakeholders?

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1 Define your process

2 Measure your process

3 Compare your process with specifications

4 Communicate and align your limits

5 Here’s what else to consider

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