The first part is based on a Six Sigma project to improve performance of a call center for a health insurance company. The call center handles calls from customers that primarily focus on trying to resolve issues with insurance claims or gain explanation of benefits. Currently the call center is experiencing a significant problem with call resolution rates and long call length. If a call center representative cannot resolve a caller's issue, then the call center representative must prepare a "ticket" for the call and the unresolved issue is referred to a senior claims analyst for investigation and resolution. Currently there are so many unresolved calls that the senior claims analysts are overwhelmed resulting in long delays in closing open tickets and poor customer satisfaction with the call center process. Project Description: A call center at a company named HealthBiz, LLC (not a real name) is experiencing complaints of high call resolution, meaning too many times the call center representatives are not able to resolve issues during calls from customers. A Six Sigma team has been assembled to try to improve the call resolution and length problem. The call center process consists of four work cells: Werke Calls Customer 1- a) Based on your limited knowledge of the project at this point, develop a project charter List questions the team will need to answer in order to complete the project charter. c) Based on your current, albeit limited, knowledge of the project, list the key steps the team will need to take in the Frame the Problem and Data Collection phases of VSS. d) Although you have limited knowledge of the call center procedures create a Cause and Effect Diagram for possible causes of poor call resolution. Use some creativity and common sense, given we cannot know all intricate details of the call center operation. 2- a) Using the Cause and Effect Diagram you created earlier, identify other possible factors that could affect call length and/or resolution. Assume the team has collected data on key variables identified in the Cause and Effect Diagram. b) What tools could you use to understand the relationship between these variables and call length and/or open tickets? These could include tools used in the Uncover Relationships or Model Relationships phases of VSS. The first part is based on a Six Sigma project to improve performance of a call center for a health insurance company. The call center handles calls from customers that primarily focus on trying to resolve issues with insurance claims or gain explanation of benefits. Currently the call center is experiencing a significant problem with call resolution rates and long call length. If a call center representative cannot resolve a caller's issue, then the call center representative must prepare a "ticket" for the call and the unresolved issue is referred to a senior claims analyst for investigation and resolution. Currently there are so many unresolved calls that the senior claims analysts are overwhelmed resulting in long delays in closing open tickets and poor customer satisfaction with the call center process. Project Description: A call center at a company named HealthBiz, LLC (not a real name) is experiencing complaints of high call resolution, meaning too many times the call center representatives are not able to resolve issues during calls from customers. A Six Sigma team has been assembled to try to improve the call resolution and length problem. The call center process consists of four work cells: Werke Calls Customer 1- a) Based on your limited knowledge of the project at this point, develop a project charter List questions the team will need to answer in order to complete the project charter. c) Based on your current, albeit limited, knowledge of the project, list the key steps the team will need to take in the Frame the Problem and Data Collection phases of VSS. d) Although you have limited knowledge of the call center procedures create a Cause and Effect Diagram for possible causes of poor call resolution. Use some creativity and common sense, given we cannot know all intricate details of the call center operation. 2- a) Using the Cause and Effect Diagram you created earlier, identify other possible factors that could affect call length and/or resolution. Assume the team has collected data on key variables identified in the Cause and Effect Diagram. b) What tools could you use to understand the relationship between these variables and call length and/or open tickets? These could include tools used in the Uncover Relationships or Model Relationships phases of VSS