Page 115 - Six Sigma Advanced Tools for Black Belts and Master Black Belts
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OTE/SPH
OTE/SPH
August 31, 2006
JWBK119-08
Current and Future Reality Trees
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Undesirable Effects Desirable Effects
User feels User feels
frustrated satisfied
User does not
User wastes time
waiting waste time waiting
to be served
Figure 8.8 Desirable effects.
Root Causes Injections
RC1 To have something
Nothing to do during user interesting to do
waiting time while waiting
RC2 Call-back system that
User is busy do not require user to
wait on the line
RC3
Right-size the
Not enough number of operators
operators
RC4
Options are not Rearrange the order of
arranged in order of the options regularly
popularity according to usage
RC5 Study the pattern of
Pre-set options not users' needs and include
comprehensive enough them in the selection
RC6 Set up a comprehensive
Training program is and effective training
not comprehensive program
RC7 Improve the hiring
High turnover process to ensure staff
stay longer
Figure 8.9 Root causes and their injections.
