“…At an operational level within the manufacturing sector, the LSS model aims to clarify the process of identifying opportunities, as well as reduce variability and improve the quality of the manufacturing process (Muganyi et al, 2019;Holmes, et al, 2015). By utilising the LSS five-phased systematic methodology of DMAIC (Define, Measure, Analysis, Improve, Control), integrated with five general phases of project management (initiation, planning, execution, control and closing), manufacturers can tackle their own specific problems (Walter and Paladini, 2019;Sreedharan and Sunder, 2018;Marques and Matthe, 2017;Tenera and Pinto, 2014;and Gupta, et al, 2012). One of the most crucial steps of the LSS project is to identify the customer demand or voice of the customer and translate it to a prioritised Critical to Quality (CTQ) metric (Tenera andPinto, 2014 andLighter, 2014) that serves as the outcome variable.…”