Project charters identify the how, why, & Who and what When and what Who and when What and where Where and when Included in the definition of "involvement of people" in quality management is: To understanding \& managing interrelated processes Based on analysis of data \& information Enable them to utilize their full ability Meet \&/or exceed customer expectation Establish unity of purpose & direction Key tools used in the six-sigma process include: 5-S SMEC DMAIC \& 5-S SMEC, DMAIC, \& 5-S DMAIC