1. Assignment and Activity
1. Objective : To help you appreciate the various important terms of Six
Sigma and relate it to your real life scenario.
2. This assignment involves you to select a product or service from your
existing industry or institution.
3. If you are a student or non-employed, then choose a product or
service that you understand very well or use very often.
4. Study that product or service and identify the its CTQs, Various
Defects Opportunities, Specification Limits for that product/service
and write it down in the template as in the following pages.
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2. Assignment and Activity
5. Be creative and add as much non-confidential information (Images,
etc) as you can. If you wish to compile your assignment as a video
instead of PPT that will be great too.
6. Submission Procedure :
1. Upload it as PPT or Video in any socially shareable sites such
as Slideshare/Youtube/Vimeo/Facebook.
2. Share the link in the Course Feed and request for views and
comments of co-learners
All Rights Reserved. Copyright @ 2014 Canopus Business Management Group 2

3. Assignment and Activity
7. Grading and Evaluation:
1. Good News: This assignment does not involve any
credit/marks. But I would recommend you to attempt this
assignment to gain maximum from this course.
2. Evaluation is qualitative. You will learn when you create your
own and also when you review what others are sharing and
share your views in Course Feed discussions.
7. Submission Deadline: In order to keep the group together and we
will encourage to submit assignment before 9th
Feb.
All Rights Reserved. Copyright @ 2014 Canopus Business Management Group 3

4. CTQs, Specs & Defects
All Rights Reserved. Copyright @ 2014 Canopus Business Management Group 4
Gain from the Power of Lean Six Sigma – MOOC
By Nilakantasrinivasan
Assignment Submission of : __javed alam____________

5. Product or Service Selected :
All Rights Reserved. Copyright @ 2014 Canopus Business Management Group 5
Call centre

6. All Rights Reserved. Copyright @ 2014 Canopus Business Management Group 6
CTQs
Specification
Limits
Defect Opportunities
Representative
Responsiveness
Less Than 60 sec. from
call connection
Call with hold time greater than 60
sec.
Clarity of voice Voice should be clear
and audible
Incomprehensible voice
Should be able to
resolve issues
Resolve issues without
consuming much time
Could not meet the customers
expectation

7. All Rights Reserved. Copyright @ 2014 Canopus Business Management Group 6
CTQs
Specification
Limits
Defect Opportunities
Representative
Responsiveness
Less Than 60 sec. from
call connection
Call with hold time greater than 60
sec.
Clarity of voice Voice should be clear
and audible
Incomprehensible voice
Should be able to
resolve issues
Resolve issues without
consuming much time
Could not meet the customers
expectation