DMAIC phase: MEASURE | Lab type: Core | Course: Certified Lean Six Sigma Yellow Belt (CLSSYB) Training (TGS-2025053922)
Plan and execute data collection against defined quality standards (A4).
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 data collection plan, an operational definition set and a working check sheet.
Tools and techniques: KPI definition, operational definitions, check sheets, sampling, data types
Classify your data: continuous vs discrete, nominal vs ordinal — and why it matters.
Define KPIs with operational definitions, data source and collection frequency.
Design a check sheet capturing date, ticket ID, type, assignment time and defect category.
Define mutually exclusive defect categories so every observation lands in exactly one.
Plan sampling: how many, how often, by whom — and identify possible bias.
State which KPI best reflects the customer pain point from your VOC work.
Two different people reading your operational definition would record the same value for the same event.
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