Six Sigma Exercise Dojo

Call Center Sample Problem

Download this Six Sigma Exercises File . Right click to extract the file and follow the instructions.

Download a QI Macros 30-day trial to draw the charts and graphs mentioned below.

A Call Center has been experiencing a higher volume of calls than ordinary.

  1. Draw a c chart of call volumes using the data (Cells: A1:U1,A7:U7)
  2. Draw a pareto chart of types of calls (Cells: A1:A6,V1:V6)
  3. Add an Ishikawa/fishbone diagram to the improvement story.
  4. Using the biggest bar on the pareto chart, create a problem statement in the head of the fishbone.
  5. What might be some process, machine or material causes of the problem?
  6. Who should be on the root cause analysis team?
  7. Is there another improvement project in this data?

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