Question 1
a). The type of the data that has been provided in the film thickness sheet is a scale data.
b). The run chart for this data is as follows:
The run chart above shows that the trend of the data is same and the variation in the film’s thickness data is somewhat constant. The frequency of the data also seems to be constant from the above run chart.
c). The control chart for this data is shown below:
The control chart is different from the run chart created previously. This chart shows that whether the plastic film thickness process is in control or out of control.By looking at the lower and the upper control limits it could be said that the process has been in-control as the data provided lies within these limits.
d). The histogram chart for this data is shown below:
Moreover, by looking at the histogram it could be said that the data is not normally distributed. Furthermore, it could also be inferred from the graph that there are no outliers within the film thickness data.
e). After creating the range of these charts, the next step would be to consider the descriptive statistics of the data and calculate the mean, variance, standard deviation, minimum, maximum and the range of the entire data set.
Question 2
a). The histogram is shown below for this data set:
b). The shape of the variation distribution is positively skewed distribution. The data is centered around 11 minutes. The histogram also shows that outliers are present in the data set.
c). In order to check whether this process is in control or not, a control chart has been generated, which is as follows:
The above control chart shows that the process has not been in control as it crosses the upper control limit. This might be due to the presence of the outliers in the data set. The management needs to introduce stringent internal controls for the process performance and update the technology to reduce the processing time. The workers might also be trained in order to reduce the total processing time and eliminate outliers from the data set.
Question 3
a). The DMAIC project charter worksheet for this project is as follows:
| DMAIC PROJECT CHARTER WORKSHEET | ||
| Project Title | Call Center Complaints | |
| Project Sponsor | Director of Digital Camera R US | |
| Project Team Leader | ABC | |
| Project CQI Mentor | XYZ | |
| Team Members | - | |
| Expert Sources | - | |
| Customer Requirement Statement | - | |
| Problem Statement | - | |
| Project Scope | - | |
| Goal Statement | To provide high quality services | |
| Stakeholders | Call Center, Company owners, customers, sales agents | |
| Preliminary Date | Target Date | Actual Date |
| Start Date | Monday, December 01, 2014 | Thursday, January 01, 2015 |
| DEFINE | Friday, March 01, 2013 | Not determined |
| MEASURE | ||
| ANALYZE | ||
| IMPROVE | ||
| CONTROL | ||
| Completion Date | ||
B1). The SIPOC diagram is shown below:
B2). The voice of customer matrix is shown below:
Value Stream Mapping Task Case Solution
| VOICE OF CUSTOMER MATRIX | |||||||||||||||||
| Process Functions | |||||||||||||||||
| Customer Requirements | Importance (1-5) | Design | shipping | marketing | production | finance | tech support | Total Weight | |||||||||
| Deliver those products that meet my needs | 4 | 5 | 3 | 1 | 3 | 0 | 1 | 52 | |||||||||
| Services and products that work right | 5 | 3 | 0 | 0 | 5 | 0 | 3 | 55 | |||||||||
| 0 | |||||||||||||||||
| 0 | |||||||||||||||||
| I want it at the right time | 1 | 2 | 5 | 1 | 3 | 0 | 0 | 11 | |||||||||
| The access to help should be easy | 5 | 0 | 0 | 0 | 0 | 0 | 5 | 25 | |||||||||
| If the camera breaks, fix it fast | 4 | 2 | 4 | 0 | 0 | 2 | 4 | 48 | |||||||||
| 0 | |||||||||||||||||
| 0 | |||||||||||||||||
| I want outclass customer support | 5 | 0 | 0 | 0 | 0 | 0 | 5 | 25 | |||||||||
| 0 | |||||||||||||||||
| 0 | |||||||||||||||||
| Total Weight | 45 | 33 | 5 | 40 | 8 | 85 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | ||
c). The critical-to-quality for the call center project would be:
- The first CTQ is how quickly the phone is answered and it should not be answered in more than 3 rings.
- The second CTQ is how quickly a particular customer is connected with one of the operators. The menu options should be convenient enough to connect the customer in no more than three simple steps.
- The third CTQ is the availability of the live help from well trained sales agents and fully understand the requirements or complaints of the customers.
d). The first chart is the line chart which has been created for customer satisfaction and the percentage defects
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