Assignment #2 : CTQs, Specs and Defects

1. CTQs, Specs & Defects
1
Gain from the Power of Lean Six Sigma – MOOC
By Nilakantasrinivasan
Assignment Submission of : Rashid Mehmood

2. Product or Service Selected : Telecom
Services
2

3. 3
CTQs
Specification
Limits
Defect Opportunities
Compliance with SLA 100% 90% SLA Compliance is
Mandatory
Negotiations with customers on breach of
SLA is critical. Normally less than 10%
relaxation maximum you can get. All depend
on relationship with customers.
Response to Customer
Queries on Critical
Maintenance and
Preventive Maintenance
Again depend on nature and
criticality of fault. In between 1
to 36 Hours
Region wise relaxation is given in some cases.
However, if fault reported unsolved with
justifications relaxation is awarded most of the
time.
KPI Evaluations and
Payments
KPI Payments
Greater than 96=100% Payment
Between 88-96=KPI%+5
Between 60-88=KPI Payment
%age
Less than 60= 0 payment
Reward Points awarded on different
contributions. Also point awarding criteria
negotiated with customers during low KPI’s.
TCH Availability
TCH should be 95% and
above. Industry benchmark
is 99%
1 to 5% relaxation is given by customers due
to different reasons which are uncontrollable
by humans..