DMAIC phase: DEFINE | Lab type: Elective | Course: Certified Lean Six Sigma Yellow Belt (CLSSYB) Training (TGS-2025053922)
Elective lab. Complete this lab if time allows during class, or afterwards as additional practice. It extends the same Contoso Service Desk scenario used by the core labs.
Organise customer requirements and classify them by satisfaction impact (K2).
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.
An Affinity Diagram of clustered VOC themes and a Kano classification table.
Tools and techniques: Affinity Diagram, Kano Analysis, VOC clustering
Write each VOC statement on a separate note — one idea per note.
Cluster related notes into natural groups without talking, then name each group.
Classify each requirement as Must-Be, One-Dimensional or Delighter.
Plot the requirements on the Kano diagram and identify where to invest first.
Every VOC note sits in exactly one named affinity group and carries a Kano classification.
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