Six Sigma Yellow Belt Project Charter

Project Name Customer Satisfaction Improvement Initiative

Today’s Date 30/06/2023
Project Start Date 01/06/2023
Target Completion 15/0/2023
Date

Project Element Response

Problem Statement The current level of customer satisfaction is below the desired
• Includes time, benchmark, resulting in a decline in customer loyalty and
measurable item, gap negative feedback. This can be measured by a decrease in
and business impact customer survey ratings and an increase in customer
complaints.
Business Case Improving customer satisfaction is crucial for the long-term
• Why is this project success of our business. Satisfied customers are more likely to
important to do now? make repeat purchases, recommend our products/services to
• What is the project’s others, and contribute to positive brand reputation. By
financial impact? addressing the root causes of customer dissatisfaction, we can
• What is the impact on enhance customer loyalty, increase sales, and gain a
DPMO/ Sigma level? competitive advantage in the market.
• What is the impact on
customer service
Goal Statement The overall goal of the project is to increase customer
• Specific satisfaction by 15% within the next six months. The goal is
• Measurable Specific, Measurable, Achievable, Relevant, and Time-bound
• Achievable (SMART).
• Realistic
• Time-bound
List of Improvement Goals Measure (units) Baseline Goal
1. Increase the average 3.5 to 4.2 1-5 three months.
customer survey rating
2. Reduce customer
complaints 20% within six months

Process The project will involve identifying and analyzing the customer
• Describe the process touchpoints, conducting root cause analysis of customer
in which the problem complaints, implementing necessary process improvements,
exists and monitoring the impact of the changes. This will require close
collaboration between cross-functional teams, including
customer support, sales, marketing, and product development.
 Six Sigma Yellow Belt Project Charter

Project Scope The project will focus on improving customer satisfaction within
• What part of the the pre-sales, sales, and post-sales stages. It will include
process will be activities such as analyzing customer feedback, enhancing
addressed? communication channels, streamlining order processing, and
• What are the improving post-sales support. The scope does not encompass
boundaries of the major product redesign or organizational restructuring.
project or process?
• What areas are
inside or outside the
team’s focus or
authority?
• Attach a SIPOC
diagram if necessary
Team Member Name
Project Sponsor Abdullah
Key Stakeholders Ali
Team Lead Nasir
Team Members Abbas
Process Owner Husnain
Other Younas
Timeline by Project Stage Milestone Target Completion Date
Define Gather and analyze existing Week 1-2
customer feedback data
Measure Conduct customer satisfaction Week 3-4
surveys and analyze the
results
Analysis Identify and prioritize Week 5-6
improvement areas based on
root cause analysis
Improve Implement process Week 7-10
improvements and monitor
their effectiveness
Control Evaluate the impact of the Week 11-12
improvements and make
further adjustments if
necessary