In this month's program, Paula Amnott, an Instructional Design Specialist with DIRECTV, Inc., will discuss using the Six Sigma “5 Whys” root cause analysis method as a model to determine whether training is an appropriate course of action when addressing performance issues.

About the Presenter

Paula Amnott is an Instructional Design Specialist for DIRECTV, Inc. where she produces training materials to improve account retention skills in Customer Care agents. Paula previously worked in environmental regulation, power plant operations, and customer care. She holds a Bachelor of Science degree in Chemical Engineering from the University of Tulsa.