ACTIVITY

SOLUTION:
INTRODUCTION
PHASE IDENTIFY THE
PROJECT TYPE
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ACTIVITY DESCRIPTION
There are 10 situational specific problems. Each problem can be
resolved using either one of the methodologies:

• Six Sigma
• Lean
• Kaizen
• Just Do It or
• Seek Expert

Your job is to identify which improvement methodology is best

suited for which situation using the Cause-Solution Grid.

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GURU MANTRA
For every situation, ask two questions:

• Is the cause for the given problem known or unknown? And

• Is the solution simple or complex?

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SITUATION 01
Creating a template to record if the feedback has been given to the
agents, post their calls are monitored. Ensuring the roll out across
the process.

SIX SIGMA LEAN

KAIZEN JUST DO IT

SEEK EXPERT

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 AIGPE
SITUATION 02
Call handle time is high because the new hires have started taking
live calls. We have to create a standardized process and reduce it
by at least 15%.

SIX SIGMA LEAN

KAIZEN JUST DO IT

SEEK EXPERT

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 AIGPE
SITUATION 03
The CSAT scores are not satisfactory since last week. We need to
analyze and look for reasons.

SIX SIGMA LEAN

KAIZEN JUST DO IT

SEEK EXPERT

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 AIGPE
SITUATION 04
The data analysis involves creating similar charts for different set of
numbers. I think a macro can be useful but not sure, how to create
one.

SIX SIGMA LEAN

KAIZEN JUST DO IT

SEEK EXPERT

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 AIGPE
SITUATION 05
I take 10 transactions daily. Today the volumes are high and I think I
will have to finish at least 12 transactions for the day to reduce
previous backlog.

SIX SIGMA LEAN

KAIZEN JUST DO IT

SEEK EXPERT

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 AIGPE
SITUATION 06
We have observed a dip in the accuracy scores on account of the
recent changes in policies and procedures. We need to create a
training plan and incorporate the training, take other necessary
actions and work towards improving the dipped accuracy scores.

SIX SIGMA LEAN

KAIZEN JUST DO IT

SEEK EXPERT

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 AIGPE
SITUATION 07
Our process has a system downtime from 11:00 am to 5:00 pm. We
believe some changes in the system settings should reduce the
down-time, but we are not sure of how to make those changes.

SIX SIGMA LEAN

KAIZEN JUST DO IT

SEEK EXPERT

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 AIGPE
SITUATION 08
There are two critical transaction types in our process, OAM Pass
and OAM Fail. These transactions contribute to 80% of the total
number of transactions. If we standardize these transactions, we
will be able to improve the customer satisfaction scores and the
average handle time, however, we are not sure of how do we
improve the same.

SIX SIGMA LEAN

KAIZEN JUST DO IT

SEEK EXPERT
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 AIGPE
SITUATION 09
We receive new process updates every 2 hours. Currently, there is
no mechanism to easily convey these updates. We believe creation
of an HTML page will help in ensuring smooth flow of process
updates to all the agents. I am a professional in creating HTML
webpage and have created one for the process.

SIX SIGMA LEAN

KAIZEN JUST DO IT

SEEK EXPERT
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 AIGPE
SITUATION 10
The Green Belt of the process has a problem in performing 1-
Sample t test. He is not sure of how to resolve his challenge. Which
improvement method does he need to use here?

SIX SIGMA LEAN

KAIZEN JUST DO IT

SEEK EXPERT

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