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 customerâ€™s perception that it is easy to contact tech support. There are different types of support options available â€“ self-help built into the product, web, phone etc. The process owner commissioned Six Sigma projects for each type of contact and your teamâ€™s charter is the telephone network.
- Create the process map
- Create two SIPOCs â€“ one with desirable outcomes and one with undesirable outcomes
- Identify at least two CTQs and develop project objectives for each