DMAIC phase: ANALYZE | Lab type: Core | Course: Certified Lean Six Sigma Yellow Belt (CLSSYB) Training (TGS-2025053922)
Analyse process performance data to quantify and prioritise (A3, 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 Pareto chart, a run chart and calculated yield, DPU, DPO, DPMO and sigma level.
Tools and techniques: Pareto Chart tool (collaborative), NovaSPC, yield/DPU/DPO/DPMO, sigma level, variation
- Pareto Chart (collaborative) — https://alfredang.github.io/paretochart/
- NovaSPC — https://alfredang.github.io/novaspc/
Build the Pareto table: category, count, percentage and cumulative percentage.
In your group, open the collaborative Pareto tool — one member creates the session and shares the code, then everyone joins, brainstorms and votes to produce the live Pareto chart.
Open the tool: https://alfredang.github.io/paretochart/
Identify the vital few categories driving about 80% of the problem.
Export your assignment-time data as CSV and plot a run chart in NovaSPC.
Open the tool: https://alfredang.github.io/novaspc/
Interpret the run chart for trend, shift, cluster and oscillation patterns.
Calculate yield, DPU, DPO and DPMO from your defect data.
Convert DPMO to a sigma level and interpret what it says about the process.
Distinguish common-cause from special-cause variation and why the response differs.
Your cumulative percentage column reaches 100%, and you can state the sigma level with the DPMO it came from.
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