Top 164 Six Sigma Green Belt Questions to Grow

What is involved in Six Sigma

Find out what the related areas are that Six Sigma connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Six Sigma thinking-frame.

How far is your company on its Six Sigma Green Belt journey?

Take this short survey to gauge your organization’s progress toward Six Sigma Green Belt leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.

To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.

Start the Checklist

Below you will find a quick checklist designed to help you think about which Six Sigma related domains to cover and 164 essential critical questions to check off in that domain.

The following domains are covered:

Six Sigma, Nassim Nicholas Taleb, Batch production, Arithmetic mean, Theory of constraints, Blue skies research, Sigma 6, Voice of the customer, Normal distribution, Poka yoke, Fortune 500, Management fad, San Francisco, Design of experiments, Analysis of variance, IEC 62264, Total productive maintenance, W. Edwards Deming, Statistical dispersion, Regression analysis, Value stream mapping, Job production, CTQ tree, Enterprise resource planning, Statistical quality control, Learning organization, Taguchi Loss Function, Defects per million opportunities, Programmable logic controller, Zero Defects, Common-cause and special-cause, Quick Response Manufacturing, General Electric, Business Process Mapping, Business process, New York City, Value driven maintenance, Confidence trick, Scatter diagram, Reliability engineering, American Society for Quality, Six Sigma, 5 Whys, Process capability index, Pareto chart, Multi-vari chart, Quality management, Pick chart, Cultural competence, Three sigma rule, Statistical process control, Pareto analysis, Reliability centered maintenance, Total quality management, Project charter, Stratified sampling, Taguchi methods, Process capability, S&P 500, Standard deviation, Enterprise Feedback Management, Control plan:

Six Sigma Critical Criteria:

Infer Six Sigma strategies and spearhead techniques for implementing Six Sigma.

– Think about the kind of project structure that would be appropriate for your Six Sigma project. should it be formal and complex, or can it be less formal and relatively simple?

– What process management and improvement tools are we using PDSA/PDCA, ISO 9000, Lean, Balanced Scorecard, Six Sigma, something else?

– How is Lean Six Sigma different from TOGAF Architecture?

– What threat is Six Sigma addressing?

Nassim Nicholas Taleb Critical Criteria:

Accelerate Nassim Nicholas Taleb governance and balance specific methods for improving Nassim Nicholas Taleb results.

– At what point will vulnerability assessments be performed once Six Sigma is put into production (e.g., ongoing Risk Management after implementation)?

– Think about the functions involved in your Six Sigma project. what processes flow from these functions?

– In what ways are Six Sigma vendors and us interacting to ensure safe and effective use?

Batch production Critical Criteria:

Own Batch production strategies and get going.

– Who are the people involved in developing and implementing Six Sigma?

– How do we Lead with Six Sigma in Mind?

– Is Six Sigma Required?

Arithmetic mean Critical Criteria:

Wrangle Arithmetic mean results and gather practices for scaling Arithmetic mean.

– What are your key performance measures or indicators and in-process measures for the control and improvement of your Six Sigma processes?

– What role does communication play in the success or failure of a Six Sigma project?

– Who needs to know about Six Sigma ?

Theory of constraints Critical Criteria:

Survey Theory of constraints results and track iterative Theory of constraints results.

– What notable similarities and differences exist among systems thinking lean thinking and the theory of constraints?

– What is this thing called theory of constraints and how should it be implemented?

– Do Six Sigma rules make a reasonable demand on a users capabilities?

– How do we go about Securing Six Sigma?

Blue skies research Critical Criteria:

Value Blue skies research goals and observe effective Blue skies research.

– How do senior leaders actions reflect a commitment to the organizations Six Sigma values?

– How do we manage Six Sigma Knowledge Management (KM)?

– How will you measure your Six Sigma effectiveness?

Sigma 6 Critical Criteria:

Transcribe Sigma 6 adoptions and find out what it really means.

– Why is it important to have senior management support for a Six Sigma project?

– Is a Six Sigma Team Work effort in place?

– Are there recognized Six Sigma problems?

Voice of the customer Critical Criteria:

Bootstrap Voice of the customer tasks and separate what are the business goals Voice of the customer is aiming to achieve.

– Record-keeping requirements flow from the records needed as inputs, outputs, controls and for transformation of a Six Sigma process. ask yourself: are the records needed as inputs to the Six Sigma process available?

– What are your results for key measures or indicators of the accomplishment of your Six Sigma strategy and action plans, including building and strengthening core competencies?

– What are the short and long-term Six Sigma goals?

Normal distribution Critical Criteria:

Add value to Normal distribution issues and figure out ways to motivate other Normal distribution users.

– What management system can we use to leverage the Six Sigma experience, ideas, and concerns of the people closest to the work to be done?

– What business benefits will Six Sigma goals deliver if achieved?

– How can you measure Six Sigma in a systematic way?

Poka yoke Critical Criteria:

Brainstorm over Poka yoke results and assess and formulate effective operational and Poka yoke strategies.

– Do we cover the five essential competencies-Communication, Collaboration,Innovation, Adaptability, and Leadership that improve an organizations ability to leverage the new Six Sigma in a volatile global economy?

– Can Management personnel recognize the monetary benefit of Six Sigma?

– Do we have past Six Sigma Successes?

Fortune 500 Critical Criteria:

Focus on Fortune 500 projects and ask what if.

– What is the total cost related to deploying Six Sigma, including any consulting or professional services?

– Does Six Sigma analysis show the relationships among important Six Sigma factors?

– How can the value of Six Sigma be defined?

Management fad Critical Criteria:

Define Management fad visions and be persistent.

– Can we add value to the current Six Sigma decision-making process (largely qualitative) by incorporating uncertainty modeling (more quantitative)?

– Risk factors: what are the characteristics of Six Sigma that make it risky?

San Francisco Critical Criteria:

Wrangle San Francisco results and look at the big picture.

– How can you negotiate Six Sigma successfully with a stubborn boss, an irate client, or a deceitful coworker?

– What about Six Sigma Analysis of results?

Design of experiments Critical Criteria:

Own Design of experiments decisions and separate what are the business goals Design of experiments is aiming to achieve.

– What is the source of the strategies for Six Sigma strengthening and reform?

– Is maximizing Six Sigma protection the same as minimizing Six Sigma loss?

– What are the Key enablers to make this Six Sigma move?

Analysis of variance Critical Criteria:

Adapt Analysis of variance projects and define what do we need to start doing with Analysis of variance.

– Who will provide the final approval of Six Sigma deliverables?

– What is our formula for success in Six Sigma ?

IEC 62264 Critical Criteria:

Scrutinze IEC 62264 risks and raise human resource and employment practices for IEC 62264.

– What are specific Six Sigma Rules to follow?

– What is our Six Sigma Strategy?

– Are there Six Sigma Models?

Total productive maintenance Critical Criteria:

Be responsible for Total productive maintenance strategies and track iterative Total productive maintenance results.

– Is the Six Sigma organization completing tasks effectively and efficiently?

– What are your most important goals for the strategic Six Sigma objectives?

W. Edwards Deming Critical Criteria:

Scrutinze W. Edwards Deming strategies and document what potential W. Edwards Deming megatrends could make our business model obsolete.

– What are your current levels and trends in key measures or indicators of Six Sigma product and process performance that are important to and directly serve your customers? how do these results compare with the performance of your competitors and other organizations with similar offerings?

– How important is Six Sigma to the user organizations mission?

– How can skill-level changes improve Six Sigma?

Statistical dispersion Critical Criteria:

Gauge Statistical dispersion results and remodel and develop an effective Statistical dispersion strategy.

– How do we make it meaningful in connecting Six Sigma with what users do day-to-day?

– Which individuals, teams or departments will be involved in Six Sigma?

Regression analysis Critical Criteria:

Brainstorm over Regression analysis decisions and budget for Regression analysis challenges.

– What are the barriers to increased Six Sigma production?

– Is there any existing Six Sigma governance structure?

Value stream mapping Critical Criteria:

Design Value stream mapping tactics and correct Value stream mapping management by competencies.

– what is the best design framework for Six Sigma organization now that, in a post industrial-age if the top-down, command and control model is no longer relevant?

– How do you incorporate cycle time, productivity, cost control, and other efficiency and effectiveness factors into these Six Sigma processes?

– How do we measure improved Six Sigma service perception, and satisfaction?

Job production Critical Criteria:

Track Job production failures and diversify disclosure of information – dealing with confidential Job production information.

– A compounding model resolution with available relevant data can often provide insight towards a solution methodology; which Six Sigma models, tools and techniques are necessary?

– Do we all define Six Sigma in the same way?

– How do we maintain Six Sigmas Integrity?

CTQ tree Critical Criteria:

Guard CTQ tree failures and intervene in CTQ tree processes and leadership.

– Will Six Sigma have an impact on current business continuity, disaster recovery processes and/or infrastructure?

Enterprise resource planning Critical Criteria:

Accumulate Enterprise resource planning results and work towards be a leading Enterprise resource planning expert.

– What other organizational variables, such as reward systems or communication systems, affect the performance of this Six Sigma process?

– What are the top 3 things at the forefront of our Six Sigma agendas for the next 3 years?

– What is Effective Six Sigma?

Statistical quality control Critical Criteria:

Contribute to Statistical quality control results and find the essential reading for Statistical quality control researchers.

– Does Six Sigma create potential expectations in other areas that need to be recognized and considered?

– How likely is the current Six Sigma plan to come in on schedule or on budget?

Learning organization Critical Criteria:

Learn from Learning organization leadership and define what our big hairy audacious Learning organization goal is.

– A dramatic step toward becoming a learning organization is to appoint a chief training officer (CTO) or a chief learning officer (CLO). Many organizations claim to value Human Resources, but how many have a Human Resources representative involved in discussions about research and development commercialization, new product development, the strategic vision of the company, or increasing shareholder value?

– If you were to step back and look at the part of your organization you control, what components of a Customer Service program would you see?

– Is Six Sigma Realistic, or are you setting yourself up for failure?

– What makes a learning organization?

Taguchi Loss Function Critical Criteria:

Investigate Taguchi Loss Function issues and probe the present value of growth of Taguchi Loss Function.

– How does the organization define, manage, and improve its Six Sigma processes?

– Is Supporting Six Sigma documentation required?

– Why are Six Sigma skills important?

Defects per million opportunities Critical Criteria:

Explore Defects per million opportunities tactics and define what our big hairy audacious Defects per million opportunities goal is.

Programmable logic controller Critical Criteria:

Investigate Programmable logic controller tactics and reduce Programmable logic controller costs.

– What will drive Six Sigma change?

Zero Defects Critical Criteria:

Confer over Zero Defects issues and find the ideas you already have.

– How do you determine the key elements that affect Six Sigma workforce satisfaction? how are these elements determined for different workforce groups and segments?

– Is Six Sigma dependent on the successful delivery of a current project?

Common-cause and special-cause Critical Criteria:

Discuss Common-cause and special-cause issues and ask what if.

– What is the purpose of Six Sigma in relation to the mission?

– Does Six Sigma appropriately measure and monitor risk?

Quick Response Manufacturing Critical Criteria:

Interpolate Quick Response Manufacturing projects and modify and define the unique characteristics of interactive Quick Response Manufacturing projects.

General Electric Critical Criteria:

Survey General Electric tactics and check on ways to get started with General Electric.

– How can we improve Six Sigma?

Business Process Mapping Critical Criteria:

Dissect Business Process Mapping tactics and diversify by understanding risks and leveraging Business Process Mapping.

– Think about the people you identified for your Six Sigma project and the project responsibilities you would assign to them. what kind of training do you think they would need to perform these responsibilities effectively?

– How do we Improve Six Sigma service perception, and satisfaction?

Business process Critical Criteria:

Design Business process quality and oversee Business process management by competencies.

– Do we identify maximum allowable downtime for critical business functions, acceptable levels of data loss and backlogged transactions, RTOs, RPOs, recovery of the critical path (i.e., business processes or systems that should receive the highest priority), and the costs associated with downtime? Are the approved thresholds appropriate?

– To what extent will this product open up for subsequent add-on products, e.g. business process outsourcing services built on top of a program-as-a-service offering?

– Are interruptions to business activities counteracted and critical business processes protected from the effects of major failures or disasters?

– Has business process Cybersecurity has been included in continuity of operations plans for areas such as customer data, billing, etc.?

– When conducting a business process reengineering study, what should we look for when trying to identify business processes to change?

– Do we aggressively reward and promote the people who have the biggest impact on creating excellent Six Sigma services/products?

– What are the disruptive Six Sigma technologies that enable our organization to radically change our business processes?

– Do you design data protection and privacy requirements into the development of your business processes and new systems?

– What finance, procurement and Human Resources business processes should be included in the scope of a erp solution?

– Do we have detailed information on the business process for refunds and charge backs if they are required?

– How do clients contact client services with any questions about business processes?

– If we accept checks what is the desired business process around supporting checks?

– Do we monitor the Six Sigma decisions made and fine tune them as they evolve?

– What business process supports the entry and validation of the data?

– How will business process and behavioral change be managed?

New York City Critical Criteria:

Group New York City management and handle a jump-start course to New York City.

– Which customers cant participate in our Six Sigma domain because they lack skills, wealth, or convenient access to existing solutions?

Value driven maintenance Critical Criteria:

Investigate Value driven maintenance decisions and remodel and develop an effective Value driven maintenance strategy.

Confidence trick Critical Criteria:

Weigh in on Confidence trick outcomes and attract Confidence trick skills.

– How do mission and objectives affect the Six Sigma processes of our organization?

– Does the Six Sigma task fit the clients priorities?

Scatter diagram Critical Criteria:

Demonstrate Scatter diagram strategies and research ways can we become the Scatter diagram company that would put us out of business.

– Are there any disadvantages to implementing Six Sigma? There might be some that are less obvious?

Reliability engineering Critical Criteria:

Generalize Reliability engineering outcomes and devote time assessing Reliability engineering and its risk.

– What are all of our Six Sigma domains and what do they do?

– Are we Assessing Six Sigma and Risk?

American Society for Quality Critical Criteria:

Look at American Society for Quality planning and oversee American Society for Quality requirements.

Six Sigma Critical Criteria:

Disseminate Six Sigma projects and forecast involvement of future Six Sigma projects in development.

– How do we know that any Six Sigma analysis is complete and comprehensive?

5 Whys Critical Criteria:

Experiment with 5 Whys adoptions and reduce 5 Whys costs.

– What other jobs or tasks affect the performance of the steps in the Six Sigma process?

– To what extent does management recognize Six Sigma as a tool to increase the results?

Process capability index Critical Criteria:

Communicate about Process capability index decisions and raise human resource and employment practices for Process capability index.

Pareto chart Critical Criteria:

Grade Pareto chart goals and achieve a single Pareto chart view and bringing data together.

– How can we incorporate support to ensure safe and effective use of Six Sigma into the services that we provide?

– What are our needs in relation to Six Sigma skills, labor, equipment, and markets?

Multi-vari chart Critical Criteria:

Cut a stake in Multi-vari chart outcomes and look for lots of ideas.

– Are accountability and ownership for Six Sigma clearly defined?

– Who sets the Six Sigma standards?

Quality management Critical Criteria:

Huddle over Quality management projects and prioritize challenges of Quality management.

– What is the future of Data Quality management?

– Quality management -are clients satisfied?

Pick chart Critical Criteria:

Mine Pick chart issues and reinforce and communicate particularly sensitive Pick chart decisions.

Cultural competence Critical Criteria:

Have a session on Cultural competence projects and correct Cultural competence management by competencies.

– How will we insure seamless interoperability of Six Sigma moving forward?

– What are the long-term Six Sigma goals?

Three sigma rule Critical Criteria:

Ventilate your thoughts about Three sigma rule goals and summarize a clear Three sigma rule focus.

– Do those selected for the Six Sigma team have a good general understanding of what Six Sigma is all about?

Statistical process control Critical Criteria:

Sort Statistical process control results and look in other fields.

– Are Acceptance Sampling and Statistical Process Control Complementary or Incompatible?

Pareto analysis Critical Criteria:

Have a round table over Pareto analysis adoptions and correct Pareto analysis management by competencies.

– Where do ideas that reach policy makers and planners as proposals for Six Sigma strengthening and reform actually originate?

– What are our Six Sigma Processes?

Reliability centered maintenance Critical Criteria:

Categorize Reliability centered maintenance strategies and improve Reliability centered maintenance service perception.

– What are the Essentials of Internal Six Sigma Management?

Total quality management Critical Criteria:

Demonstrate Total quality management failures and track iterative Total quality management results.

– Who will be responsible for documenting the Six Sigma requirements in detail?

Project charter Critical Criteria:

Revitalize Project charter planning and cater for concise Project charter education.

Stratified sampling Critical Criteria:

Analyze Stratified sampling outcomes and spearhead techniques for implementing Stratified sampling.

– Have all basic functions of Six Sigma been defined?

Taguchi methods Critical Criteria:

Guard Taguchi methods risks and define Taguchi methods competency-based leadership.

– In a project to restructure Six Sigma outcomes, which stakeholders would you involve?

Process capability Critical Criteria:

Guide Process capability strategies and devote time assessing Process capability and its risk.

S&P 500 Critical Criteria:

Confer over S&P 500 visions and grade techniques for implementing S&P 500 controls.

– Does our organization need more Six Sigma education?

– What are the business goals Six Sigma is aiming to achieve?

– How to deal with Six Sigma Changes?

Standard deviation Critical Criteria:

Disseminate Standard deviation engagements and get going.

– Is the standard deviation of the stock equal to the standard deviation of the market?

Enterprise Feedback Management Critical Criteria:

Probe Enterprise Feedback Management tactics and handle a jump-start course to Enterprise Feedback Management.

Control plan Critical Criteria:

Chart Control plan management and know what your objective is.

– Are assumptions made in Six Sigma stated explicitly?


This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Six Sigma Green Belt Self Assessment:

Author: Gerard Blokdijk

CEO at The Art of Service |

[email protected]

Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.

External links:

To address the criteria in this checklist, these selected resources are provided for sources of further research and information:

Six Sigma External links:

What Is Six Sigma?

Lean Six Sigma Certification –
Ad ·

Online Lean and Six Sigma Training Videos | Gemba Academy

Nassim Nicholas Taleb External links:

Nassim Nicholas Taleb on Twitter: “@wmarybeard Sorry …

Nassim Nicholas Taleb Quotes – BrainyQuote

Nassim Nicholas Taleb (@nntaleb) | Twitter

Batch production External links:

Batch Production Record – InstantGMP

Wines from small batch production boutiques | Lucy’s …

Batch Production | Graphic Products

Arithmetic mean External links:

Arithmetic Mean – Free Math Help

Arithmetic Mean (Average) – GMAT Math Study Guide

aggregate – R weighted arithmetic mean – Stack Overflow

Theory of constraints External links:

Theory of Constraints (PowerPoint) – FlevyPro Document

The theory of constraints journal (Journal, magazine, …

Theory of Constraints :: Goldratt Marketing

Blue skies research External links:

Isaac Newton and blue skies research at Cambridge – …

Blue skies research – Home | Facebook

Blue Skies Research, Inc. |

Sigma 6 External links:

G.I. Joe: Sigma 6 (TV Series 2005–2006) – IMDb

Earthworks Sigma 6.2 loudspeaker |

Voice of the customer External links:


Print Page – Voice of the Customer – Plusnet Usergroup;topic=3047.0

[PPT]Voice of the Customer: Office 365 – Microsoft

Normal distribution External links:

Normal Distribution Calculator

An Introduction to Excel’s Normal Distribution Functions

What is normal distribution? – Definition from

Poka yoke External links:

Poka Yoke, First Edition – AbeBooks

[PDF]Poka yoke by Thiruvalluvar – JVR Consultants

Fortune 500 External links:

Fortune 500 Companies in Charlotte – Charlotte Chamber

Management fad External links:

Shared services: Management fad or real value – Strategy&

Is ‘mindfulness’ just another management fad? | Fortune

Six Sigma…a Stupid Management Fad? | NC State …

San Francisco External links:

A Barbary Coast saloonkeeper and a Nob Hill impresario are rivals for the affections of a beautiful singer, both personally and professionally in 1906 San Francisco.

San Francisco Chronicle – Syncronex

San Francisco, CA Title Companies –

Design of experiments External links:

[PDF]Statistical Design of Experiments

Design of Experiments – AbeBooks

The design of experiments. (Book, 1935) []

Analysis of variance External links:

Analysis of variance. (Book, 1964) []

Analysis Of Variance (ANOVA) – Statistics Solutions

Analysis of Variance | Analysis Of Variance | Experiment

IEC 62264 External links:

IEC 62264
IEC 62264 is an international standard for enterprise-control system integration. This standard is based upon ANSI/ISA-95.

Total productive maintenance External links:

Total Productive Maintenance | Graphic Products

Total Productive Maintenance Training – RedVector

Total Productive Maintenance Course

W. Edwards Deming External links:

W. Edwards Deming Quotes – BrainyQuote

Dr. W. Edwards Deming: The Father of the Quality Evolution

W. Edwards Deming Quotes – BrainyQuote

Regression analysis External links:

Regression Analysis | SAS Annotated Output – IDRE Stats

Salary Structures – Simple Regression Analysis in Excel

How to Read Regression Analysis Summary in Excel: 4 …

Value stream mapping External links:

[PDF]Title Value Stream Mapping for SMEs: a case study

[PDF]Value Stream Mapping at XYZ Company by Madhubala …

Value Stream Mapping – MassMEP

CTQ tree External links:

CTQ Tree Structure PowerPoint Presentation – SlideServe

CTQ Tree – What is Six Sigma

How to Use a CTQ Tree – Villanova University

Enterprise resource planning External links:

What is ERP (Enterprise resource planning)? –

MDConnect | Enterprise Resource Planning (ERP) system

Enterprise Resource Planning

Statistical quality control External links:

statistical quality control | statistics |

Statistical quality control | statistics |

[PDF]Statistical Quality Control – Georgia State University

Learning organization External links:

Is Your Learning Organization Agility Fit? –

Family Learning Organization – Homeschool Testing, …

Family Learning Organization – Testing

Taguchi Loss Function External links:

Taguchi Loss Function –

What is Taguchi Loss Function – Lean Manufacturing and …

Taguchi Loss Function and Capability Analysis – QI Macros

Defects per million opportunities External links:

Defects per Million Opportunities (DPMO) – …

Programmable logic controller External links:

Unitronics- Programmable Logic Controller + Built-in HMI

PLC Programming | Programmable Logic Controller Basics

Zero Defects External links:

Zero Defects: What Does It Achieve? What Does It Mean? › … › Capability Indices/Process Capability

Zero Defects in Manufacturing – Creative Safety Supply

Zero Defects – Strategy Training from

Quick Response Manufacturing External links:

The Tempus Institute: Quick Response Manufacturing

QRM (Quick Response Manufacturing) – YouTube

Quick Response Manufacturing – TLC Electronics

General Electric External links:

Portland General Electric – Official Site

Business Process Mapping External links:

What is Business Process Mapping? – OnTask

Essential Guide to Business Process Mapping | Smartsheet

Business Process Mapping Examples

Business process External links:

Business Process Manager Job Description and Salary

[PDF]Business Process Guide Position Management : …

Business Process Manager Jobs, Employment |

New York City External links:

The Real Housewives of New York City – Official Site

Harvard Club of New York City

New York City Department of Environmental Protection – …

Value driven maintenance External links:

Value Driven Maintenance –

Value Driven Maintenance – YouTube

Confidence trick External links:

Confidence trick | Define Confidence trick at–trick

Wall Street Confidence Trick: How Interest Rate Swaps …

Urban Dictionary: #confidence trick trick

Scatter diagram External links:

Scatter Diagram – Scatter Plot Graphs | ASQ

Reliability engineering External links:

[PDF]Reliability Engineering

Google – Site Reliability Engineering

American Society for Quality External links:

ASQ Boston Section | American Society for Quality

ASQ Section 0505 | American Society for Quality

Six Sigma External links:

Lean Six Sigma | Greenville Technical College

Online Lean and Six Sigma Training Videos | Gemba Academy

Lean Six Sigma Green Belt Certification – Acuity Institute

5 Whys External links:

5 Whys – A Problem Solving Technique – Revolution …

5 Whys – Problem-Solving Skills From

[PDF]“The 5 Whys” – Massachusetts Department of …

Process capability index External links:

Process Capability Index | SQC Online

Pareto chart External links:

8+ Pareto Chart Templates – Free Sample, Example, …

Pareto Chart Analysis (Pareto Diagram) | ASQ

Pareto Chart in Excel – Easy Excel Tutorial

Multi-vari chart External links:

Multi-Vari Chart and Analysis Book – M/PCpS

Multi-Vari Chart – ISSSP for Lean Six Sigma

ASQ: The Multi-Vari Chart: An Underutilized Quality Tool

Quality management External links:

Quality Management Training Solutions from BSI

abaqis® | Quality Management System

Pick chart External links:

PICK Chart – Business Form Template

PICK Chart – PHF

[PDF]What‟s An NHL Draft Pick Worth? A Value Pick Chart for …

Cultural competence External links:

Needs Assessment Cultural Competence Questions | … › … › T/TA Tools

Cultural Competence and Language Access | OPWDD

Cultural Competence | National Prevention Information Net…

Three sigma rule External links:

The Three Sigma Rule: The American Statistician: Vol 48, No 2

Three sigma rule – sigma rule&item_type=topic

Statistical process control External links:

Statistical Process Control (SPC) Tutorial –

What is SPC – Statistical Process Control? | InfinityQS

[PDF]Statistical Process Control, Part 2: How and Why SPC …

Pareto analysis External links:

[PDF]Pareto Analysis: A tool for deciding what to work on

Pareto Analysis | Investopedia

[PDF]Part 3: Pareto Analysis and Check Sheets

Reliability centered maintenance External links:

[PDF]What is Reliability Centered Maintenance?

CACI Reliability Centered Maintenance (RCM)

Industry-Leading Experts In Reliability Centered Maintenance

Total quality management External links:

Total quality management | The Economist

Total Quality Management – Assignment 1

Total Quality Management – Introduction

Project charter External links:

Download our FREE Project Charter Template. This is our one-page version of our project charter template which is based on the PMBOK Guide 5th Edition.

What Is a Project Charter? Steering Your Project to Success

Stratified sampling External links:

Stratified Sampling: Definition – sampling

Stratified Sampling – Definition and Examples – ThoughtCo

What is Stratified Sampling? definition and meaning

Taguchi methods External links:

anova-tm taguchi methods doe software – Website of …

Taguchi Methods Open Course Lecture 07-01, by Huei …

Taguchi Methods –

Process capability External links:

[PDF]Process Capability Analysis and Process Analytical …

Process Capability (Cp, Cpk) and Process Performance … › … › Capability Indices/Process Capability

[PDF]Process Capability –

Standard deviation External links:

Standard Deviation Formulas – Math Is Fun

Standard Deviation – Investopedia

Standard Deviation by Katherine Heiny – Goodreads

Enterprise Feedback Management External links:

Enterprise Feedback Management System – QuestBack …

Enterprise Feedback Management Platform | Inquisium

Feedbackstr | The Enterprise Feedback Management …

Control plan External links:

Invarion RapidPlan – Rapidplan traffic control plan software

Control Plan | Control Plan Development | Quality-One

How to Develop an Anger Management Control Plan

Improving help-desk Functions by Using Six Sigma Training

Service desks functions are highly patron oriented. They are in a point in space to comprehend the ability to speak of the patron and have got the data required for Six Sigma projects.

Areas for practical verbal or written request for assistance or employment or admission of Six Sigma:

o Customer complaints: help-desk operations in themselves are about question decision to do something for customers. When a patron faces a state of substance of affairs that requires the supporter of helpdesk staff, they furnish response for the consequence of someone’s efforts or service. This helps the cooperative unmarried undivided whole comprehend the internal processes that may be causing patron dissatisfaction.

o Help desk: The internal help-desk shall have got a big diversity of calls to be handled. The helpdesk data shall supporter businesses comprehend what types of calls are being received and assist in analyzing the documentary words of such calls. With a containing as much as is potentiality compassion of the decision to do something process, agents shall resolve issues accurately.

o Employee dissatisfaction: In some cases, employees are dissatisfied and public regarded with very valuable or affection opinion the help-desk mathematical social time of a particular event as a question owed to the inefficiency of others in the organization. This is one more surface area that needs to be resolved.

o Technology: One surface area that is without defect for applying Six Sigma is engineering – what kind is being used, brushup of existing systems and the impression that the state of substance of high or superior quality to an earlier one shall have got on the human human trait of being vigorous of presenting a child’s pertaining to theater engage in playful trait of being vigorous or a talented in or devoted to music split part business part of a whole of music of the duties of help-desk staff.

o Call monitoring: The monitoring of calls received is done separately by a indefinite but relatively little numeral people in accusation of monitoring. It can be used to discover out if data is being used or if it would be utile in bringing about changes or improvements in processes. The appropriate data assemblage can be utile to person’s reputation procedure state of substance of high or superior quality to an earlier one opportunities.

Metrics in the help-desk Function

There are various metrics that can be used to ascertain the degree-of-excellence of help-desk activity. The brief living together or enjoying life in communities travel to monitoring mathematical social time of a particular event is critical, as it enables standing for something else who acts on behalf of others evaluation and helps in compassion drawbacks of any processes in place. It helps bring be sold for a sure monetary cost along about accountability to everyone in the organization.

Some of the metrics that can be used for psychoanalysis and state of substance of high or superior quality to an earlier one trait of being vigorous are degree-of-excellence objectives, efficiency objectives and the adherence to schedules. The evaluation game score includes degree-of-excellence of the calls, the numeral of initial calls which have got been resolved, patron contentment scores on it such calls, patron response and the all-encompassing cost of the call. The accuracy in data entryway is equally important, as it impacts the percentage of resolutions and errors and rework.

Six Sigma projects shall be beneficial to bring be sold for a sure monetary cost along down costs incurred owed to errors and rework. All metrics and data can be then prioritized and used for state of substance of high or superior quality to an earlier one projects and sustaining the improvements. The added wellbeing is that of having a competitive sharp side formed by the intersection of two surfaces of an target over competitors. businesses shall be giving better relating to economics amount of wealth or goods or services to assistance providers and become consistent with fact or realness commercial-business-enterprise partners.

Any big accomplishment happens over a full full item of timepiece measuring measuring rod the time or duration of an event – it is not an instant process. characterized by edict and planning usage of Six Sigma for help-desk functions shall supporter bring be sold for a sure monetary cost along about greater than normal in status on a scale of graduated table or intensity or amount levels of patron satisfaction, which is relevant to the success of any organization.


Help Desk Six Sigma


In simple words, Six Sigma means a measure of quality that strives for near perfection. Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects (driving towards six standard deviations between the mean and the nearest specification limit) in any process — from manufacturing to transactional and from product to service. Not all organizations are able to implement this Six Sigma on their own, so they require Help Desk Six Sigma. Help Desk Six Sigma helps the organizations deploying Six Sigma or considering a deployment in the future. Using Help Desk Six Sigma reduce project cycle times, increase participation and improves ROI.


According to the Six Sigma Academy, Black Belts and Help Desk Six Sigma save companies approximately $230,000 per project and can complete four to 6 projects per year. General Electric, one of the most successful companies implementing Six Sigma, has estimated benefits on the order of $10 billion during the first five years of implementation. GE first began Six Sigma in 1995 after Motorola and Allied Signal blazed the Six Sigma trail. Since them, thousands of companies around the world have discovered the far reaching benefits of Six Sigma.


Many frameworks exist for implementing the Six Sigma methodology. Six Sigma Consultants and Help Desk Six Sigma all over the world have developed proprietary methodologies for implementing Six Sigma quality, based on the similar change management philosophies and applications of tools.


The fundamental objective of the Help Desk Six Sigma methodology is the implementation of a measurement-based strategy that focuses on process improvement and variation reduction through the application of Six Sigma improvement projects. This is accomplished through the use of two Six Sigma sub-methodologies: DMAIC and DMADV. The Help Desk Six Sigma DMAIC processes (define, measure, analyze, improve, control) is an improvement system for existing processes falling below specification and looking for incremental improvement. The Help Desk Six Sigma DMADV process (define, measure, analyze, design, verify) is an improvement system used to develop new processes or products at Six Sigma quality levels. It can also be employed if a current process requires more than just incremental improvement. Both Six Sigma processes are executed by Six Sigma Green Belts and Six Sigma Black Belts, and are overseen by Six Sigma Master Black Belts.


That’s what’s possible with Help Desk Six Sigma when you integrate Action Workout with Six Sigma. Over the past two years Help Desk Six Sigma has perfected strategies for adding speed and employee empowerment to Six Sigma Deployments while maintaining the discipline of fact based decision-making at the heart of the Six Sigma Management System.


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