Assignment
Exercises
Read case study then answer the following questions
Exercise 1
Process capability Indices
Using the data given in Table 1, determine the process capability indices for performance metric. Provide the appropriate interpretation for the process capability indices drawn, based on the available data.
A. ‘First Call Resolution'. The specification limits for the FCR are; LSL=75% and USL=100%. B. ‘5 Day Resolution'. The specification limits for the 5DR are; LSL=90% and USL=100%.
Exercise 2
A. What kind of data is shown in Table 2? Which method would you use for measurement system analysis (MSA) to verify the repeatability and reproducibility of QA results? Conduct the appropriate MSA. B. Determine the potential causes why CCS fails to meet First Call Resolution targets consistently. C. Brainstorm and propose solutions for elimination of causes for failure to meet FCR targets.
Exercise 3
FMEA
Identify potential failure modes and their effects for the solutions proposed in Exercise 2 using learning on FMEA.
Format your assignment according to the following formatting requirements:
1. The answer should be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides.
2. The response also includes a cover page containing the title of the assignment, the student's name, the course title, and the date. The cover page is not included in the required page length.
3. Also include a reference page. The Citations and references should follow APA format. The reference page is not included in the required page length.
Attachment:- Call-Center-Six-Sigma.rar