Lean Six Sigma Black Belt Courseware

660 Pages·2014·6.92 MB·English

by  Aman Bhar

Lean Six Sigma
Black Belt
Courseware
Version 2.5

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Case Study – Acquanas International
Lean Six Sigma
Black Belt
Copyright © Property of Firebrand Training Ltd
Case Study – Acquanas International
Congratulations!! You have been recruited as a Black Belt by Vintage Calls, a provider
of outsourced call handling solutions to the utilities industry.
Vintage Calls major client is a heavily regulated water supplier named Acquanas
International. Vintage have been taking calls on behalf of Acquanas for the last year.
Acquanas have become disappointed with performance at Vintage and the water
industry regulator has become increasingly aware of the service Acquanas customers
have been receiving. As a result, Acquanas have been considering changing to
another local supplier.
In response, Vintage have launched a continuous improvement programme and have
prioritised a project to improve the Acquanas call performance as of key strategic
importance to the organisation.
You have been recruited as the project team responsible for running this project.
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Case Study – Acquanas International
Other information:
In an effort to improve performance, Vintage have invested heavily in a new
Interactive Voice Response (IVR) system to help better route calls but to date they
have had little success in optimising this new functionality.
Vintage have recently recruited significant additional staff to help address the
performance issues.
To promote teamwork, staff are paid a bonus based on overall contact centre call
quality and call wait times.
All staff work 8am-5pm with 1 hour for lunch (staggered from 11:30am).
Your workshop leader will assume the role of CEO of Acquanas, your major customer
as well as your Business Champion and Subject Matter Expert. Your workshop leader
has information and data for you but will only provide it if you ask the correct questions!
Please work as a team to prepare and present the Define tollgate by the end of day 1
using the Green Belt and Black Belt knowledge at your disposal – Good Luck!

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Welcome
Lean Six Sigma
Black Belt
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Welcome
Welcome to the
Lean Six Sigma
Black Belt
Training
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Introductions
Be prepared to share with the class your:
- Name
- Designation
- Organisation
- Location
- Expectations for the course
- Summary of your project
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Graphical view
Key content
Indicates key concepts/ content that might be referenced often

Class activity
Prompts to instructor and participants for individual or group activities

Coach support points
Indicates areas where the Coach might be consulted to complete critical project

tasks
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Software
Introduction to Minitab
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Objectives of this module
At the end of this module, you will be able to
Have a basic appreciation of how Minitab v16 can help
you generate information from data
Understand where to look for help, should you need it,
within the software
Revise some basic concepts from Green Belt

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