Background: Your organization has been going through many changes. The leadership team is concerned about the amount of time a Call Representative spends on the phone, talking with customers, called Talk Time $($TT$).$ The Leadership team also believes the call centers are getting too many calls. Subsequently, reducing TT is a key strategic initiative for this year. All call center projects have the goal $($big Y$)$ to reduce TT$.$ The project has been broken down into a few smaller projects that the leadership team believes will reduce TT and result in better customer satisfaction.

You were selected to lead a project to reduce the number of calls the service center receives. The leadership team has been to conferences where competitors have been boasting about reducing service center calls resulting in improved service, shorter queues, and higher customer satisfaction. The Leadership believes no call should have a Talk Time greater than $15$ minutes.

Your project is to reduce, by the end of the year, the service center$$s number of calls by $25\%.$ However, you$$ve been warned any improvement you make along the way, cannot increase the number of calls received OR the Talk Time.

This project is very controversial, the Call Center Leader thinks this is a witch hunt and is looking for an excuse to have this project canceled. Therefore, you$$ve been strongly advised to measure and baseline the organization$$s current TT$.$

Project Details: Some background work has been completed, primarily a SIPOC diagram. The Leadership wants to use the Lean Six Sigma methodology including the DMAIC problem$-$solving approach.

What is the problem statement