Enrichment Opportunity - A Six Sigma Exercise
You may learn more by succinctly but astutely addressing by email to me by the end of Week 7 the following exercise.
Exercise. Acme (NC) has long used a central telephone/Internet customer support center based in Jamaica. Data collected by the center show that last year, all but five (5) of every 100,000 calls/accesses received by the center were satisfactorily (to the customer) handled within the targeted time of two hours.
- What is the highest Sigma rating that the Jamaica customer support center can claim? Show how you reached this rating.
- After Acme Mexico City (AMC) begins operations next year, should the Jamaica center support AMC's customers? Why or why not?