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QC Story #2: UNDERSTANDING THE PROBLEM

Name of Quality Circle

QC Leader 1.
QC Assistant Leader 2.
QC Members 3. Designation,
4. Unit
5.
QC Sponsor

STEP 2.1
Determine the scope of the prioritized problem

WHAT
is the problem?

WHERE
does problem
occur?
WHEN
does the
problem usually
occur?
WHO
are the people
involved and
affected by this
problem?
HOW
does the
problem come
about?

How often does


it happen?
QC Story #2: UNDERSTANDING THE PROBLEM

STEP 2.2
Determine the metrics that will illustrate the current situation based on
the scope in Step 2.1

Performance Measure (e.g.


Response time to customer calls)
Unit of Measure (e.g.
minutes)
Time Period under Study
(e.g. previous 6 months)

STEP 2.3
Gather data to validate the problem based on the scope in Step 2.1

Time-Series Data (to be used for line graphs, bar graphs)


Time Period (e.g. month) Performance Measure
(e.g. Average response time to customer calls)
Month 1 60 mins
Month 2 30 mins
Month 3 90 mins
Month 4 65 mins
Month 5 45 mins
Month 6 30 mins
Distribution of Data (to be used for pie charts, bar graphs)
Example: Performance Measure (e.g. % of
complaints)
Customer Segmentation (who are your
customers?) Perception Measurements (e.g. %
customer satisfaction index)
QC Story #2: UNDERSTANDING THE PROBLEM

STEP 2.4
Identify the process for improvement and list the steps, persons
responsible, and the time it takes to complete each step

Process
Steps Person
(Include steps where a decision must be made by a superior Time
before proceeding to the next step) Responsible

1.

2.

3.

4.

5.

6.

7.

8.

9.

Note: Use more rows as needed


TOTAL
QC Story #2: UNDERSTANDING THE PROBLEM

STEP 2.5
Identify your customers and gather data from them
re their expectations and requirements based on the scope in 2.1

Who are your


customers?

What are their expectations and requirements?

Note: Use more rows as needed