Problem: The Big Y Understand the drivers for Overall Customer Satisfaction with the Yo-Yo to increase sales Data Analysis Objective: What attributes (X's) most effect Customer Satisfaction Recommendations to Improve Customer Satisfaction and increase Sales Process: Following DMAIC and using Mini-Tab, identify trends, outliers, variations, correlations and key factors that impact Customer Satisfaction. Use data analysis and practical conclusions to recommend improvements. This case study has been prepared to assess the overall approach to solving a data-rich problem using a range of statistical techniques. It may be assigned to Black Belts requesting certification when their individual project work did not contain adequate data analysis to assess stats skills.
Overview:
Read the case study presented, open the data file embedded on slide 6, including all worksheets. Use DMAIC methodology to analyze data and recommend directional improvements to optimize customer demand for this product. Support your recommendations with data analysis and graphs from Minitab, along with appropriate interpretation of the data.
Yo-Yo Scenario
You have started a new company called BB's Yo-Yos. For field testing you have designed and produced 1000 yo-yos.
Because of your Six Sigma training, you have taken data on all parameters of interest to you and have worked with a focus group of customers to try out your new Yo-Yos.
Assembly Details:
- 1000 Customers have assembled
- Each customer has been given a yo-yo to test
- At the conclusion of the test, each customer is required to fill out a very short survey regarding the yo-yo
- "Performance" is based on the ability of the yo-yo to spin well and do tricks. Spinning on the string is called "sleeping"