Page 114 - Six Sigma Advanced Tools for Black Belts and Master Black Belts

OTE/SPH
OTE/SPH
2:56
Char Count= 0
JWBK119-08
August 31, 2006
Future Reality Tree (FRT) 99
N1. Operators
cannot cope with
the number of
calls

C1a. C1b. Not
Operators are enough
inexperienced operators

Training program
is not Too many High turnover
comprehensive new operators

Figure 8.6 Addition of a negative reinforcing loop.

100
User feels
frustrated
RC2
User is busy

Root Cause
RC1 110
Nothing to do User wastes
during waiting time time waiting
Root Cause

121 122 123
Operators cannot User wastes time User needs to
cope with the going through all the speak to the
number of calls options operator

RC5
131 RC3 RC4 Pre-set options
Operators are Not enough Options not in not comprehensive
inexperienced operators order of popularity enough
Root Cause Root Cause Root Cause

RC6 141 RC7
Training program is Too many new High turnover
not comprehensive operators
Root Cause Root Cause
Figure 8.7 Addition of root causes.