Looking for Six Sigma Black Belt projects in Customer Service



Hi there,

I am not sure, if I should be using this thread or some other to post this topic. Please let me know if it is otherwise. Also I see that most of the threads are old or have not been responded to.

I am currently enrolled for a Six Sigma Black Belt course. For the same purpose we have been asked to start our projects.

Having a background in IT Call Centers/ Contact Centers, Help Desk / Service Desk and Customer Services, I wanted to choose a theme which would be some what relative and relevant to my experience. My problem is that I always have issues starting and doing something the first time around and require assistance to get through it the first time.

I tried looking up for case studies or projects similar to my background but to no avail. I was hoping to see completed projects with the data set that was used to produce charts or run statistics.

I know most of you would only be able to help only when I have a topic / Theme in mind. Frankly speaking, I don't. That is the reason I am seeking help from BB or MBB from a similar industry.

I would really appreciate if someone from here could help me with my Project. Please do not be rude as I am sure everyone has gone through a similar experience.

Elsmar Forum Sponsor


Re: Looking for Sx Sgma Back Belt projects in Customer Service

Yes I did. I was kind of looking for step by step instructions along with data and how to produce the charts and do statistics. I am not sure if I am able to get across my message clearly.



Re: Looking for Six Sgma Back Belt projects in Customer Service

Is there anyone out there who can help me with this project.
Moderators, Can you please bump up my request so more people can see it and maybe provide help.


Bev D

Heretical Statistician
Super Moderator
Re: Looking for Six Sgma Back Belt projects in Customer Service


here's the rub: I hear that you are a 'literal' or 'checklist' learner. unfortunately improvemetn projects aren't 'cookbook'. while there are certainly themes and a fframework (DMAIC, 8D) within which a common set of tools can be used (5-whys, process maps, run charts) each situtaion will be have enough things that make it unique that we cannot comply with your request. we have no way of knowing what the best project for your area is, or hwo to approach it without simply doing it for you.

we can give guidance: for example, you really need to start with selecting the Problem you wish to solve. what is the largest problem in your call center? are call answerign times too long? too many dropped calls? to many repeat calls or escalations becuase the Customer can't get resolution with the first person/call?


Re: Looking for Six Sgma Back Belt projects in Customer Service


Thanks for replying.
As I said earlier, it would probably be difficult to explain what my need is for the project. I just get a bit panicky starting something new and always had problems doing it the first time round. I have no problems doing it from there on, since by then I am familiar with the flow and what to look for and where.
I am not looking for a completed project and to copy and paste from there. What I am looking for is a series of steps that needs to be done to complete a project. I know what tools or techniques are covered under each phase of DMAIC - well, almost.
For example, the project I wanted to choose was customer satisfaction. By definition, that has a huge scope. So i narrowed it down to looking at Customer Churn or reduce it from lets say 20% to 5%. Now Churn in turn again can have so many reasons...naming a few . FCR (First call resolution), AHT (Average handle times), TAT(Turn around times for both tickets and call backs) etc.
I am not really sure which out of all the reasons should I pick and focus on.
Also the problem right now is that since I am not working these days, I don't have access to live data or data as per say. I was hoping to generate that through minitab but since minitab is also new, I wasn't sure how to go about doing that.
Also what to do when I have the data. which tools should I use to do what. That is where the understanding of each tool comes in - which I am currently doing.
In short what I was looking for was an easy example of each of the steps with some narration. so for example the following topics are covered under the Define Phase.

- Define the problem (Average speed of answer – ASA), (Abandonment Rate), (FCR), (TAT) <.....I am stuck here in deciding which to choose. Should I choose all or just one as the combination of these becomes the cause of churn.
- Benefit & Effort
- Problem statement
- Objective
- Project Cost
- Project Plan
- Process Map or Flow Chart
- Swim lane
- VOC, VOB, VOE, VOP etc
- CTQ Matrix
- Pareto
- Stakeholder Analysis

Measure Phase
MSA - Lets say I choose FCR (First call resolution, what data set do I need to do an MSA .....what header..e.g agent name, agent call time, average speed of answer. what measurement system do I choose here. ACD, CRM, Call Manager etc. I hope you understand where I am going with this.



Change Agent and Data Storyteller
Super Moderator
Re: Looking for Six Sgma Back Belt projects in Customer Service

Hello, khurramsb.

With all due respect, I don't believe you have effectively "Defined the problem." Could this be part of the issue in the slow start?

Customer satisfaction is not a problem. Neither is churn. Reducing XXX from A% to B% is also not a problem.

The EFFECT is the problem. What impact or effect is churn or any of the components of it having on customer satisfaction? THAT is the problem.

For example, "First call resolution rates have increased by X% resulting in ... <fill in the blank with the effect>."

Does the project need to be a solo project or can you work in teams? If you can work in teams, is there someone who has a project that applies to their place of employment? Not only does this reduce the stress on you by trying to define a problem, but you will also see the hands-on results of the solution(s).


Re: Looking for Six Sgma Back Belt projects in Customer Service

Hello RCBeyette,

Customer Satisfaction was supposedly a theme I chose for my project. I personally thought that the way we normally start our projects is by looking at the most affected areas of the business and then take a deep dive in identifying the root cause and mitigating that.

Keeping that in mind I chose Customer Churn because a loss of a customer has an impact on the business from a Monterrey, Growth and Image/Brand perspective. so for example out of a subscriber base of 200k I saw a trend of monthly churn of 5%, which in numbers is about 10k subscribers. If each subscription is worth $30/month that means that the business is loosing $300k every month and hence the selection of this project. It is sort of a business case to the Mgmt as to why this project was undertaken.

Now as per my understanding the next step is to get the Voice of the customer and see the major reasons causing them to leave or cancel the subscription. so to me a few reasons for customer dissatisfaction are

1- First Call Resolution i.e majority of the times the customer needs to call twice or more to get a resolution.
2- Tickets TAT i.e Tickets or incidents take too long to resolve - at times exceeding 14 days.

and so on and so forth. Now my next step would be to put my finger on the ones which are causing the greatest dissatisfaction and re-mediate that.

Currently as I stated the problem for me is to choose a problem area as everything for me has to be fictitious as I am not working currently. Secondly I am not sure what kind data points would I need and which tool to use for which analysis.

The project unfortunately has to be a solo project. Every one in the team comes from a different background - mostly from an engineering background and that is why were not able to offer much help.

Please let me know if my understanding of the entire thing is otherwise.

Thread starter Similar threads Forum Replies Date
K Looking for a good Six Sigma book Six Sigma 7
G Looking for live project in company for Six Sigma Black belt Project Training - Internal, External, Online and Distance Learning 3
Kevin Walters AATT Course - Looking for pointers AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 3
L Looking for SOP Template for UDI under MDR EU Medical Device Regulations 4
C Supplier Audit - Looking for a quality audit checklist General Auditing Discussions 3
H Looking at options... Misc. Quality Assurance and Business Systems Related Topics 6
R Looking for ISO 13485 Internal Audit Checklist ISO 13485:2016 - Medical Device Quality Management Systems 8
K Looking for a tape to perform cross hatch test on powder coating parts Reliability Analysis - Predictions, Testing and Standards 3
M Looking for Navy Instruction OD32193 or OD32190 Various Other Specifications, Standards, and related Requirements 4
P Looking for help with an Ansys Workbench problem Manufacturing and Related Processes 0
X Looking for 17025 auditor to perform internal audit on IT software testing laboratory ISO 17025 related Discussions 3
Ed Panek Looking for Test Resource General Measurement Device and Calibration Topics 1
M RAPS RAC Device - Looking for resources / prep materials & study group Professional Certifications and Degrees 6
S Looking to find a pharmaceutical manufacturer that would be interested in buying or licensing a USDA 510k clearance General Information Resources 4
Anerol C Looking for sorting services at Singapore Career and Occupation Discussions 2
K AS9100 - Looking for advice on how to become a CB Auditor AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 2
G Medical Device Auditor (CMDA) certification exam by ASQ - looking for input Career and Occupation Discussions 3
R Looking for an efficient contract management solution Contract Review Process 1
K Design History File - Looking for Examples of DHF's. 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 5
P Looking to outsource Internal Audit - MDSAP competent auditor needed Other Medical Device Regulations World-Wide 9
Q Measurement Equipment Revocation - Looking for a Disposal Form with Risk Assessment IATF 16949 - Automotive Quality Systems Standard 10
B Looking for SSCP file of IVD devices EU Medical Device Regulations 7
M Looking for a copy of ISO 10651 Hospitals, Clinics & other Health Care Providers 6
Azaarus Looking for important points regarding First Piece Inspection Inspection, Prints (Drawings), Testing, Sampling and Related Topics 6
L Looking for Control Plan and FMEA Stamping process FMEA and Control Plans 2
Q Looking for a 5S tracking database Problem Solving, Root Cause Fault and Failure Analysis 4
N Looking for a recommendation for an EU MDR Importer EU Medical Device Regulations 1
K Technical file for MHRA - looking for assistance with self declaration Class I device CE Marking (Conformité Européene) / CB Scheme 8
bryan willemot Looking for an Approved vendors list template Document Control Systems, Procedures, Forms and Templates 11
C RA (Regulatory Assurance) Training (FDA) looking for resources Training - Internal, External, Online and Distance Learning 5
M Data Protection and Privacy Policy - looking for a template/example EU Medical Device Regulations 1
M 'Active' device? Software/laptop with attached camera 'looking' at passive metal probe EU Medical Device Regulations 3
K Looking for guidance to write an SOP on Statistical Methodologies? Statistical Analysis Tools, Techniques and SPC 7
blackholequasar Looking into Nadcap for the first time AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 7
A 21 CFR 820 - Risk Management - Looking for some guidance US Food and Drug Administration (FDA) 3
S We are looking for EU authorised Representative for both Class I and Class IIb devices EU Medical Device Regulations 7
K Looking for a job as Quality Engineer Career and Occupation Discussions 3
B Looking for 10 Internal Audit Online Training Participants ISO 17025 related Discussions 2
M We are looking for a Contract Manufacturer US Food and Drug Administration (FDA) 2
mihzago Looking for an Australian/ NZ Sponsor Other Medical Device Regulations World-Wide 4
S New Foreign Exporter Looking 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 0
N Looking to Impress - New Job - Advice, Thoughts, Comments Welcome Career and Occupation Discussions 23
J Looking for a training organization that can provide in house DFMEA training FMEA and Control Plans 4
A Looking for a third party to calibrate our measure equipment - South Carolina General Measurement Device and Calibration Topics 6
S Looking for Quality Content to Build Medical Device Curriculum - Concept to Commercialization Training - Internal, External, Online and Distance Learning 4
N Looking for Gamma sterilization facility in China ISO 13485:2016 - Medical Device Quality Management Systems 4
A 5 x 5 Risk Matrix - Looking for a good example Manufacturing and Related Processes 2
M Looking for a Presentation on Design for Excellence (DfX) Manufacturing and Related Processes 2
J Looking for a EU MDR Gap Analysis template EU Medical Device Regulations 6
J Looking for a template SOP for UDI implementation for EU Medical Devices EU Medical Device Regulations 2

Similar threads

Top Bottom