Need solution to my doubt by six sigma

This topic has 5 replies, 4 voices, and was last updated 12 years, 6 months ago by Rpaul.

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August 26, 2008 at 11:59 am #50817

roundface1
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hello!
I have a doubt in six sigma. How to reduce the no. of customer clarification per requirment.assume we have 10 requirments.Requirments no. of times we contacted customer4 103 73 6
Now we have to avoid the no. of contacts. So what are the ways there to get this?Waiting for your reply
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August 26, 2008 at 12:23 pm #175184

Clive
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I’m not sure what your trying to do but I would want to answer; why are you going back? what are you asking? who’s asking? do some people go back more than others? what are the requirements you’re going back to get? does it vary by product?
I’d start with some type of brainstorm, fishbone and 5 whys would be a start and get the possible reasons why you need to get clarification and then attempt to measure as many as possible.
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August 26, 2008 at 12:37 pm #175185

roundface1
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Hi clive,
we are developing a banking product. Assume x is the client and y is the x’s client. I classified into three phases the project. For the first phase, I need clarification. They will send. o.k. But it is not enough or i have a doubt. then we contact the clent. that time thay can’t answer my doubt. so they are going to ask y for clarification. during this period we have to wait. Right?. After we get clarification from x i am going to start my work. Like that, in second face i will have doubt so that will have no. of time contact the custome. So my question is, in what are the ways we need to do to reduce the co of times customer contact. So our goal is to find the no of times the customer is contacted for clarification of requirments from x times to y times per requirment. I think now you can understand my point. Six sigma approach in this and calculate the statistical analysis, and solution
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August 26, 2008 at 2:41 pm #175188

Clive
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Are we you producing some new banking software or a new type of credit card/account for a bank?
From what you said you have several measures here, the number of times you contact x, the number of times y is contacted by x, the amount of time you spend waiting to get your answer from x.
I’m guessing there’s a lot of work on this one as the probable issue is in the initial capture of requirement which doesn’t seem to have been enough to let you do your work. So you could fix this but it may be only of use to the next project you do.
On this project you may want to look at how you communicate with y and is x adding any value.
Anyone else got any ideas on this one?

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August 26, 2008 at 3:43 pm #175190

Baker
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Sounds like clarification is needed on what x and y needs. If go ahead can’t be given without a sequence of calls and delays then clearly not enough information is being presented in the first contact.
I would suggest a VOC exercise to identify some CTQs, these would become minimum info for first exchanges.
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August 29, 2008 at 6:10 am #175300

Rpaul
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Roundface,
Y -(client of) X – (client of) you.
You doubts/queries go to X. In turn, X’s queries go to Y.The six sigma approach would be to use DMAIC method, and reduce the no. of query calls. Simply put, you would clearly set out (Define) to reduce the no. of times: a) you go to X and b) X goes Y. Then you’d Measure your current process & the number of times queries go about currently. Then you examine (Analyze) why so many queries go back and forth. Once you get the basic reasons, you work on them and get them out of the way (Improve). Once the improvement sets in, you would hold on to them and keep it going (Control). Is this what you were asking to know? Btw, as mentioned in the previous replies, right now whoever is developing the product doesn’t have all the information/groundwork ready to go about development. So maybe should look at getting all the doubts cleared beforehand, so answers are available at hand when doubts come by.
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