Reference no: EM133602741

Question: Abigail is a new manager at a customer service call center and she is responsible for reporting the performance for her department. In the past, this department was known for having the highest volume of complaints with the most unresolved request. The first thing she did was request a Process Improvement team from the orgainzation come assist with identifying and addressing the waste and variation in the process. The Process Improvement team has recently completed a pilot test with-in the section and the results were successful. The team that worked on and piloted this process was only Black Belt Week 4 Test Questions comprised of 4 individuals (cross-functional team from with-in the department) out of the 40 assigned. As part of the data collection, they collected feedback from 20% of the incoming calls per day over a week timeframe. In addition, they only focused on the complete satisfaction of the customer. Based on the information above and as the Black Belt leading the team, what would you do next to control the process? In addition, what type of control chart would you use to validate the process is in statistical control?