Question: A customer call center is evaluating customer satisfaction surveys to identify the most prevalent quality problems in their process. Specific customer complaints have been analyzed and grouped into eight different categories. Every instance of a complaint adds to the count in its category. Which six sigma analytical tool would be most helpful to management here?

Six Sigma analytic instruments have been utilized in standard quality enhancement projects for many decades. The incorporation of these technologies in a corporate-wide administration framework is what separates their applicability to Six Sigma. Design patterns, cycle graphs, Pareto diagrams, descriptive statistics, causation charts, as well as flowcharts are instruments that are used in all quality activities.

The Pareto chart, I feel, is the most valuable six-sigma analysis instrument. A Pareto chart is a graphic representation of the relative value of discrepancies across sets of information.

It identifies the causes of issues as well as deficiencies in a system, examines the cause by evaluating particular client grievances, assists in determining why there are so numerous client complaints as well as difficulties, as well as guides how to convey the difficulties as well as considerations to others.

As per the Pareto principle, 20 percent of the reasons contribute to 80 percent of the effects. As a result, one must strive to identify the 20 percent of fault categories that contribute to 80 percent including all errors.