As the academic year begins our Six Sigma team has met, created a new team charter, and began accumulating a list of projects that we would like to try this year. Our team named “Gravy” (gravy, or Six Sigma, being the goal of the team) fits in our planning objective: “More Six Sigma projects to measure the quality of customer service.”
The team champion, myself, and master black belt will have three returning members and one new member. They bring areas of expertise with them ranging from quality assurance experience to a jack of all trades to an organizational guru. Our first project will be to measure the types, numbers and time-to-completion of our help desk tickets during our new student days (days on campus before classes begin) and our first week of classes. These are two times when our support numbers are extremely high and they are good gauges of our internal training of staff and our marketing efforts to inform students of changes and how to connect to the residential network at our University.