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Laura (Gibbons) Edell

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Six Sigma Intelligence Status Report

After a long and extended absence, I am back to share some practical tips to help your Six Sigma program in times of economic turmoil. For starters, during the measure and analyze phases of a project, any of my readers know I talk about, this point of all projects and the introduction of BI, or…

To QFD or C andamp; E when defining the VOC

For defining the ’VOC’ (Voice of the Customer), I typically use a QFD (Quality Factor Diagram) — Of recent, I have found that QFD’s can be hard to understand for some, while even more painful for belts to explain to others. If you find this to be the case, there are 3 tools used sequentially…

A Study of Female Executives: A Scorecard Approach

Anyone who knows me knows I am one of the largest fans of the modified balanced scorecard/business scorecard approach. I came across the following study results comparing gender differences at the executive level within organizations. There are those who claim men are more left-brained, thus, women = right dominance. Yet, there is a rise in…

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Metrics for Service : Going Beyond Time Towards Performance

Recommended Y (outputs) for a service / transactional project in call centers: Goal Metric Metric Type (CustSat,Cost) Decrease Cost of Sales Attendance Adherence Average Not Ready Time Average Talk Time Average Loss per Override Credit Average Fraud Loss   Cost Increase Customer Satisfaction Average ASA Customer-Directed Coaching Customer Satisfaction First Call Resolution Transfer Rate Peer…

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Hold Time: the real hidden factory of waste

Resolution, resolution, resolution…that’s what I always say…and so when I see black belts going after AHT (average handle time) as their key output (KPOV) variable, I cringe. Instead, why not break it down to the components of AHT: Talk Time, Hold Time and After-Call Wrap Time. Ok, some of you are saying , “what if…

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Contact Center Process Owner v. HQ Process Owner

Lean Six Sigma for Contact Centers Once your improvements have implemented, the next step is to ensure sustainability of your results through tools like the Control plan & FMEA.To ensure a smooth transitionto your Contact Center Process Owner, the black/green belt should takea more hands-on approach than one may be used to in the transactional…

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First-Call Resolution by Six Sigma

Part two in a two part series on First-Call Resolution. Read Part one, Inputs Driving Poor First-Call Resolution Here’s how to get started with a Six Sigma project: Step 1. Define: Conduct an information-seeking drill-down with SME’s (Subject Matter Experts) who are proven resources in the center. This can help determine the objective and scope…

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Inputs Driving Poor First-Call Resolution

Part one in a two part series on First-Call Resolution For most contact centers, nearly one-third of inbound calls are repeat callers who weren’t satisfied the first time, and more often than not, the antiquated switches that contact centers leverage, just do not do that great of a job reporting on the true FCR (First-Call…

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