DMAIC phase: DEFINE | Lab type: Core | Course: Certified Lean Six Sigma Yellow Belt (CLSSYB) Training (TGS-2025053922)
Support the Define phase of a DMAIC project (A1, 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 DMAIC phase table, refined problem statement, stakeholder map and benefit estimate.
Tools and techniques: DMAIC roadmap, project charter, stakeholder analysis, CTQ linkage
Summarise all five DMAIC phases: purpose, key deliverable and Yellow Belt support role.
Refine the problem statement so it is specific, measurable and solution-free.
Identify stakeholders and classify each by influence and interest.
Define the project scope and state the expected benefit in business terms.
Link the problem back to the CTQ requirements captured in Lab 2.
Confirm which DMAIC phases a Yellow Belt can support most strongly.
Your problem statement passes the 'no solution named' test and every stakeholder has a defined engagement approach.
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