Six Sigma Yellow Belt Project Charter
Project Name Increase Satisfaction level
Today’s Date September 8, 2023
Project Start Date September 10, 2023
Target Completion Date October 10, 2023
Project Element Response
Problem Statement In the last month, the Company’s customer product quality
• Includes time, measured a decrease in the service level that resulted due to a
measurable item, defect rate of 0.65% (97,704 cases) of total operation and
gap and business unsatisfied customers
impact
Business Case Convenient and quick process will mitigate the risk of
• Why is this project customer's dissatisfaction rate by providing efficient process.
important to do now? Utilizing the technology will speed up the process by reducing
• What is the project’s lead time and delegate this time to spend more time for
financial impact? customer's service. And this will minimize human error and
• What is the impact increase customer's satisfaction rate from 99.36 to higher
on DPMO/ Sigma percentage.
level?
• What is the impact
on customer service
Goal Statement Minimize operation errors by 0.40%
• Specific
• Measurable
• Achievable
• Realistic
• Time-bound
List of Improvement Goals Measure (units) Baseline Goal
1. Customers No Develop a feedback
2. satisfaction through customers’ process, scoring
3. customers feedback feedback metrics for customers
4. process in to evaluate the
5. place services
Customers financial Customer’s build strong
trend volume and invoice customers
orders relationship
management base to
increase satisfaction
Time required to place Manually; no Deploy technology
orders system in solution for online
place ordering
Six Sigma Yellow Belt Project Charter
Process Increased defects of orders received by customers
• Describe the process
in which the problem
exists
Project Scope Project scope will address financial impact and service level;
• What part of the meanwhile, it excludes inventory management.
process will be Six sigma methods and tools can be used to increase and
addressed? address the issue.
• What are the The team will focus on the areas in which affected the
boundaries of the customers satisfaction and resulted in the defects.
project or process? Inputs:
• What areas are Technology, Labor, Food, packaging material, logistics, and
inside or outside the machines,
team’s focus or
authority? Outputs: Customers feedback, useful data, order fulfillment,
• Attach a SIPOC exceptional quality, and customer service.
diagram if
necessary
Team Member Name
Project SponsorSalem Hamadah
Key StakeholdersAbdullah Mohammad
Team LeadMohammad Eisa
Team Members Mohammad Eisa, Fouad Anwar, Saeed Mohammad, Abdullatif
mazen
Process Owner Mohsin Ahmad
Other
Timeline by Project Stage Milestone Target Completion Date
Define Project Charter and kickoff September 10, 2023
Measure Define and collect data September 18, 2023
Analysis Find causes September 25, 2023
Improve Fix causes October 3, 2023
Control Standardize the fix October 10, 2023
Six Sigma Yellow Belt Project Charter
Increase Satisfaction level
Project Title
Expectation Example Team Rule
Attendance is required at all
team meetings. Changes in
All team members should attend the
Attendance meeting times must be made
meetings.
at least 24 hours ahead of
time.
Participation by all team members is
Team members may not be
encouraged to share knowledge and no
Participation substituted unless approved
team member will be dropped unless
by team leader.
suitable replacement is identified.
We will stay on task and on
topic, using the Project
Members will focus on the Project Charter
Charter as our guide. A
Focus and business problem. Documentation will
meeting agenda will be
be kept and shared with the team.
publishedat least one day in
advance.
Reduce interruptions to the minimum while
Interruptions for emergencies
Interruptions keeping the interruptions for emergencies
only. Phones turned to silent.
only.
All deliverables are expected The meetings will start discussing the
to be completed in a timely action items of previous meetings and
Preparation
manner. Each meeting will followed by the new meeting agenda to
have a published agenda. ensure everything is captured
Meetings will begin promptly The meeting will commence at the
Timeliness
as scheduled. scheduled time with no delays.
We will choose the best
decision-making method for Decisions will be made after evaluating all
Decisions each situation. We will obstacles and outcome suitable for each
support decisions made by situation.
the team.
Data will be key factor in our decision
We will rely on data to make
Data making as it will give us accurate
decisions.
representation of the current situation.
We welcome honest
Members should treat each other with
disagreements, as long as
respect while keeping the disagreement not
everyone is treated with
Conflict personal. Team leader should ensure that no
respect. A facilitator will be
conflict is raised which will affect the project
used if conflict cannot be
outcome.
resolved.
Other
Six Sigma Yellow Belt Project Charter
Increase Satisfaction level
Project Title
Expectation Example Team Rule
Team Member Role Signature
Mohammad
Team leader
Eisa
Fouad Anwar Quality rep
Saeed
Business Analyst
Mohammad
Abdullatif
Process engineer
Mazen
Six Sigma Yellow Belt Project Charter
Data Collection Plan:
The data collection will begin on September 18, 2023, and will contain the following measure and data
type:
• Cases Ordered
• Out of Stock items
• Quality/spoilage
• Wearhouse shortage
• Damaged
• Transpiration shortage
• Customer service level
• Machinery downtime
Process Map:
Six Sigma Yellow Belt Project Charter
Hypothesis:
Null Hypothesis 1:
• Internal factors: where X1 is labor, X2 is Machinery, and X3 is Technology
Alternative Hypothesis 2:
• External factors: where X1 is labor, X2 is Machinery, X3 is Technology, and X4 is logistics
(shipping and handling)
Based on the received data we can evaluate whether the customer’s satisfaction target will be met by
focusing on labor, machinery, and technology enhancement and improvement.
However, this hypothesis can be rejected, and an alternative would be adding the logistics scope as a
key factor and area for improvement to increase customers’ satisfaction.
Before improvement, we can see a decrease in the customers satisfaction where we can trace it back to
the root cause of the issue.
After improvement, we project an increase in the customer satisfaction as a result of addressing the
main causes of the dissatisfaction since few processes improvement will take place which affect
technology deployment, labor training, upgrade machinery, and seamless logistics.
Reflection on the lesson learned from the yellow six sigma training:
Yellow Six Sigma training is an excellent way to start your process improvement journey as you will be
familiar with the essential concepts such as project charter, DAMIC, FMEA, Control Plan, Cause and
Effect analysis, and SIPOC.
However, I would recommend adding more technical problems to familiarize the trainees with six sigma
tools and improve their analysis skills.
