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?

Apply These Tools to Your Work Problems

  1. Use the Control Chart Wizard to draw a control chart of defects over time (or variability in a product dimension).
  2. Draw a Pareto chart of the types of defects (or a histogram of the product dimension).
  3. Use Post-it notes to analyze the root causes. Capture the result using the Ishikawa/Fishbone Diagram.
  4. What countermeasures can you implement to prevent the defects or deviation?
  5. Develop an action plan to implement the countermeasures.
  6. Use the control chart (from step 1) to verify that you have reduced the number of defects or amount of deviation.

Books by Jay Arthur