Identify a problem related to your area of work. Prepare a simple flow chart / block diagram for the portion of the process relevant to the problem ar

Below is the problem statement and the questions which needs to be answered in the report.

Problem statement: Our current ticket closure time averages 6 days, leading to financial penalties from the client and risking client escalations. The objective is to reduce the ticket closure time to 2 days or less, aligning with the agreed Service Level Agreement (SLA) to prevent penalties and improve client satisfaction.

Questions to be answered related to problem statement:

Q1. Identify a problem related to your area of work. Prepare a simple flow chart / block diagram for the portion of the process relevant to the problem area under study.

Q2. Explain the background of the problem and identify the relevant area(s) of quality improvement which can be focused upon.

Q3. Identify the special and common causes relevant to the process associated with your problem area. Identify the causes which you feel contribute more to your problem. How do you propose to resolve it. Give proper reasoning.

Q4. Identify all the discrete and continuous variables related to your process. Which of these variables are more relevant to your problem area?

Q5. Classify the different types of quality costs associated with your area of study. Indicate which of these costs are relevant to your problem area and the steps you can take to improve it.

Q6. If you are asked to carry out an internal benchmarking exercise for the area(s) of improvement you have in mind, indicate which function of your organization would you benchmark with. Justify your reasoning.

Q7. Identify which type of probability distribution would be appropriate for the dataset associated with your process. Justify your selection.