This article defines the Modified Case Analysis
Steps for Improvement my students use for certain case analyses, explains my
rationale for allowing them to use this modified process, and highlights actual
analysis performed by three teams of students using this approach.
The following Modified Case Analysis Steps for
Improvement is the process my Quality Management students use for case
Since more and more organizations are using
Six-Sigma, it makes perfect sense to have my students learn a problem-solving
methodology based on Six-Sigma, such as the Modified Case Analysis Steps for
Improvement defined above.
Each team had only one (1) hour (strictly
imposed deadline) to analyze the case using the Modified Case Analysis Steps
It seems to me that we have four major reasons:
the phones are short-staffed, the receiving party is not present, the customer
dominates the conversation, and you may not understand the customer’s problem.
Their use of the Modified Case Analysis Steps
for Improvement in class, with constraints added, gave them real experience
using a DMAIC problem solving process, albeit simulated.
This problem is affecting all the departments
of the business in the form of customer service, because of its inability to
answer questions from the customers on different products or other issues.
Welz Business Machines is currently dealing
with several issues relating to their customers having to wait for an excessive
amount of time before talking to a customer service representative.
There are four main reasons as to why customers
should wait: the phones are short-staffed, the receiving party is not present,
the customer dominates the conversation, and the fact that the customer service
representative may not understand the customer’s problem.
In addition, customer service representatives
are not able to completely understand the extent of the customer’s problems, which
resulted in 61 customer complaints.