Compute the actual DPMO from the empirical data. Answer: DPO = 1 - RTY = 1 - 0.952 = 0.048 DPMO = 1,000,000 x DPO = 1,000,000 x 0.048 = 48,000 DPMO

Question

Options

• AProvide better procedures for customer service personnel
• BRestrict access to customer data
• CHave supervisors available to answer more questions
• DUtilize employee involvement

• A
  3% (1)
• B
  3% (1)
• D
  95% (37)

Explanation

Employee involvement (D) is correct because a DPMO of 48,000 signals a significant process quality problem - roughly 3-sigma performance - and the most effective, sustainable corrective action in Six Sigma and TQM frameworks is engaging frontline employees who are closest to the process and best positioned to identify root causes and implement lasting improvements.

A is wrong because issuing better procedures without employee input treats symptoms rather than causes - procedures imposed top-down often fail without the buy-in and practical knowledge of the people executing them. B is wrong because restricting customer data access would likely worsen service quality and has no logical connection to reducing defect rates. C is wrong because making supervisors available for questions is a reactive, short-term patch rather than a systemic corrective action that reduces DPMO.

Memory tip: When a Six Sigma question asks "what's the best action after finding high DPMO?", remember the acronym DIVE - Defects are best solved by Involving the Very Employees doing the work. Employee involvement is almost always the preferred answer in quality management scenarios because it combines process knowledge, ownership, and sustainable change.

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