Here is the Define stage for the case study that we first saw in Chapter 1, What is Lean Six Sigma? The project charter and the SIPOC are provided in the following table:
Project Charter:
|
Project code |
1234 | |||||||||
|
Project title |
Improving Customer Satisfaction Rating | |||||||||
|
Project start date |
15th January 2010 |
Project completion date |
15th May 2010 | |||||||
|
Project team |
Name |
Role | ||||||||
|
Christopher Rowe |
Team leader | |||||||||
|
Amanda Kerr |
Team member | |||||||||
|
Jonathan Kerry |
Team member | |||||||||
|
Robert Spencer |
Team member | |||||||||
|
Keith Antony |
Black Belt | |||||||||
|
Sponsor |
Andrew Broad |
CTQ |
Customer satisfaction | |||||||
|
Business case |
The customer satisfaction rating has been below average and there is a strong correlation between the customer satisfaction rating and the new account growth. We need to improve our customer satisfaction ratings to remain competitive. An increase in our new business growth from 1 percent to 4 percent (or better) would increase our gross revenues by about $4 million. Our cost per support call is... | |||||||||