1. Identify an important problem around a school, church, or volunteer group, an
ID: 433862 • Letter: 1
Question
1. Identify an important problem around a school, church, or volunteer group, and define a suitable Six Sigma project. Create an outline of a project charter and identify the important CTQs. (30 points) 2. Provide a SIPOC diagram that identifies the suppliers, inputs, processes, outputs, and customers that defines the boundaries of the project you identified in question one. (20 points) 3. You are asked by the owner of a local hotel chain to develop a customer satisfaction survey to determine the percentage of customers who are dissatisfied with service. In the past year, 20,000 customers were serviced. The owner desires a 95 percent level of confidence with an allowable statistical error of ±0.01. From past estimates, she believes that about 3.5 percent of customers have expressed dissatisfaction. What sample size should you use for this survey? Explain your answer. After the calculation, provide a brief explanation of which of the five key dimensions of service quality -- reliability, assurance, tangibles, empathy, or responsiveness -- should be emphasized in the satisfaction survey. Why? (20 points) 4. A manager at SmallBell, a small telephone company, wants to determine how long service technicians need to perform a certain repair. In the past, an almost identical repair required 22.75 minutes, with a standard deviation of 0.3 minutes. Compute the sample size of times needing to be collected to ensure that they can be 90 percent confident of correctly estimating the repair time if the manager is willing to tolerate an error rate of 0.04. Explain your answer. (10 points) 5. Develop cause-and-effect diagrams for the following problems. Choose two of the four examples (you will need to submit two diagrams). (20 points) a. A poor grade on an exam b. No job offers c. Late for work or school d. A flat tire
Explanation / Answer
Answer:
An important problem around school, church, or volunteer group is as below
School: Uncomforting travel arrangement inside the school buses for the small students for school picks and drops.
Church: Housekeeping of the Church premise is the major issue for the church management.
Volunteer Group: The lack of support from the surrounding community people to the volunteer projects is the major concern for the volunteer group.
Suitable six sigma project and charter for the School Issue as below
Six Sigma Project Charter
Six Sigma project Objectives: Improve the comfort level of small students from X level to Y level, during the school pick and drop process of students, without increasing the travel cost for the parents.
Current Scenario and background of the six sigma project:
Small students are collected in the school buses very badly.
Space for students is much lower than the student population in the buses
Students are seating in the aisle area during the pick and drop process.
Six Sigma Project Benefits:
Students will be seated properly in the school bus/vehicle.
Each student will have seat in the school bus/ vehicle.
Students will not meet with any injuries during the travel process.
Parents and school management will be happy.
Six Sigma Project Scope:
ABC school in the XYZ city
Small students from Nursery to 5th class only
Students which travels with school bus only.
Six sigma project goal
Baseline: Current uncomforted level (X) of students during the travel process.
Goal : Improve the comforted level to Y levels of students during the travel process.
Entitlement: Improve the comforted level to Y levels of students during the travel process with highest satisfaction level from parents.
CTQs for the project: Following are the CTQs for this project are as below
Adequate condition of the school bus/vehicles
Timely maintenances of the school bus/ vehicles
Adequate training level of the driver driving the school bus/ vehicle
Adequate seating arrangements for the small students in the bus/vehicles.
Periodic monitoring of the school bus/vehicle for effectiveness.
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