A software company wants to improve overall customer satisfaction. Research has indicated that a key component of overall satisfaction is satisfaction with tech support. Additional drill down of customer comments indicates that one crucial driver of tech support satisfaction is the customer’s perception that it is easy to contact tech support. There are different types of support options available – self-help built into the product, web, phone etc. The process owner commissioned Six Sigma projects for each type of contact and your team’s charter is the telephone network.

  1. Create the process map
  2. Create two SIPOCs – one with desirable outcomes and one with undesirable outcomes
  3. Identify at least two CTQs and develop project objectives for each
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