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aoooo2012

عضو جديد
إنضم
25 يناير 2012
المشاركات
2
مجموع الإعجابات
0
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0
:19: عندي مشروع عن
Six Sigma
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A telecommunications Company wants to improve its customer services support line which deals with customer inquiries. This project is response to a large number of complaints being received from customers.
The initial support was to deal with short queries but the company is finding that many issues are taking an excessive period of time to answer. This is causing a backlog of calls and thus many customer complaints. It was planned that most calls should take 3 minutes maximum.

Due to its existence in a very competitive business the company wants to implement a six sigma system, cut down on customer complaints and increase its reputation to achieve world class status.
A consultant was hired to evaluate the problem and make recommendations in relation to what the company should do.
Initially the consultant collected data in relation to the problem.
The following data represent the actual times of customer queries for a sample of 40 customers.
6
7
8
10
4
5
2
0.5
0.5
1
2
3
2
3
2
4
4
5
6
7
8
5
3
4
1
4
6
2
3
5
3
4
1
4
6
4
5
5
7
3


· Assess the capability of the current system in relation to the planned 3 min response time.
· What is the probability of achieving the planned 3 min target.
· Determine a more reasonable target time.
· How might the customer complaints be reduced.
  • Develop a project proposal following the five step DMAIC methodology.
  • Suggest controls that could be used to prevent reoccurrence of this problem.
  • Support you evaluation with appropriate graphics.
 

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