DMAIC phase: DEFINE | Lab type: Core | Course: Certified Lean Six Sigma Yellow Belt (CLSSYB) Training (TGS-2025053922)
Map a process with SIPOC and a detailed process map to expose handoffs (A2, A3).
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 completed SIPOC and a detailed process map with pain points marked.
Tools and techniques: SIPOC & Process Map Builder, process flowchart, swimlane map, standard process symbols
- SIPOC & Process Map Builder — https://alfredang.github.io/sipoc/
Set the process boundaries — agree the explicit start and stop points first.
Build the SIPOC with the online builder: Suppliers, Inputs, Process (5-7 high-level steps), Outputs, Customers.
Open the tool: https://alfredang.github.io/sipoc/
Expand into a detailed process map: Step, Actor, Activity, System, Handoff.
Assign an actor to each step — the tool generates the swimlane and detects every handoff for you.
Tag pain points on the steps — waiting, rework loop, unclear ownership, duplicate entry or missing decision rule (at least three).
Prepare SME notes for the Green Belt: what you observed and what needs validation.
Run 'Check my SIPOC' in the tool — all five columns populated, 5-7 steps, at least three pain points, and every handoff owned on both sides.
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