JMGT_V5_N2_RP6 Debaprayag Chaudhuri Sadhan Kumar Ghosh Arup Ranjan Mukhopadhyay Journal on Management 2230 – 715X 5 2 60 67 Sigma Level, Defects per Million Opportunities, Benchmark, Unit, Opportunity, Throughput Yield, Rolled Throughput Yield, Enabler, Driver The study has been done on the basis of survey questionnaire in the Engineering departments (under graduate) of Indian Institute of Technology, Kanpur to measure the current or baseline departmental performance level. The feedback for this survey questionnaire has been considered independently for service providers such as administrators, faculties, other supporting staff as well as students who receive these services and are direct customers. A total of 116 persons have been surveyed from the 6 departments. The baseline or current performance level of the departments has been assessed based on the sigma level through quantification of the survey questionnaire consisting of eight enablers. Each enabler contains several questions or drivers. A total of 75 drivers have been arrived for 8 enablers. A seven-point scale has been designed for each driver ranging from “Unsatisfactory” to “Outstanding”. To identify the weak areas for a department, the vital few drivers that correspond to “Unsatisfactory” performance have been found to take necessary remedial measures for attaining the new benchmark sigma level under the present techno-economic set up. September - November 2010 Copyright © 2010 i-manager publications. All rights reserved. i-manager Publications http://www.imanagerpublications.com/Article.aspx?ArticleId=1304