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The Six Sigma Way Team Fieldbook by Roland R. Cavanagh, Robert P. Neuman, Peter S. Pande

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Chapter 12Analyzing Data and Investigating Causes“Call for Sherlock Holmes!”

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Problems at Gemini

Gemini Computer Sales specializes in selling and delivering customized computer systems to individual users, small businesses, and large corporations. Most sales are made by Telephone Sales Consultants (TSCs) in the Des Moines call center, but more experienced individual and corporate customers buy direct from the Gemini web site.

The good news at Gemini is that sales are increasing 30% this year. The bad news is that a recent survey revealed a sharp drop in customer satisfaction. That’s why a Black Belt and Six Sigma team have been meeting every Thursday ...

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