DMAIC phase: DEFINE | Lab type: Core | Course: Certified Lean Six Sigma Yellow Belt (CLSSYB) Training (TGS-2025053922)
Apply Lean and Six Sigma concepts — value, waste, defects, variation (K1, A2).
Contoso Service Desk handles employee IT requests. Employees complain that tickets take too long to be assigned, that they must keep chasing for status, and that agents apply different definitions of what counts as "resolved". You are supporting the improvement team as a Yellow Belt.
A VOC-to-CTQ translation table, a value-added analysis, and a waste walk log.
Tools and techniques: VOC, CTQ tree, DOWNTIME eight wastes, value-added analysis
Capture the Voice of the Customer — record at least five verbatim customer statements.
Translate each VOC statement into a need, then into a measurable CTQ requirement.
Classify each process activity as value-added, business-value-added or non-value-added.
Conduct a waste walk and tag each observation against the eight wastes (DOWNTIME).
Distinguish a defect (output fails CTQ) from waste (effort the customer will not pay for).
Identify which single waste type appears most often in your scenario.
Every CTQ is measurable with a target, and each waste observation is tagged to one of the eight waste types.
Save your output — it forms part of your Contoso improvement package and is your revision material for the assessment.
Certified Lean Six Sigma Yellow Belt (CLSSYB) Training · TGS-2025053922 · Version v7 · © 2026 Tertiary Infotech Academy Pte Ltd