I have already done the a Green belt project and have the paper 3/4 of the way done based upon my findings of the data. Now she wants me to compare quality managemnt systems. She has admitted she is not familiar with Six Sigma. I am trying to finish the paper and move on. What would you do?
You’re right. My first choice for the target group was the ones who used it and stopped. Unfortunately, we haven’t been able to come up with a reasonable way of getting those names.
It sounds to me like Bob is right, as well. This isn’t a Six Sigma question. As I mentioned initially, I haven’t been through the training and was acting on a…[Read more]
Hans, thank you for your response. The functionality has already introduced based on claims made about what it would provide. The point now is to find out whether the expected results have been realized. Speaking to the users around me would not give me a perspective on what a broad range of users thinks, which is what I need. The survey does not…[Read more]
We were originally going to survey only recent users, but then a report came through from another group about people who aren’t using it, so now they want to know why. That’s why we decided to go for a sample of the entire population instead of just known users. I’ll do some more thinking about what info we could pull from that approach,…[Read more]
That was our original plan, but then we got concerned that in a self-selecting group (since we can’t force them to respond, we can only ask), a higher percentage of “dissatisified” users will be more likely to respond than “satisfied” users. That’s why we were thinking about using a phone survey to validate the results. But then, I didn’t know…[Read more]
ISO is a great tool for documenting core processes and ensuring consistent execution. This can be a challenge in a Contact Centre environment with many rapidly changing processes. In this environment, it is more important to focus on the right performance measures and improving that performance. You should look at COPC (http://www.copc.com) – this…[Read more]
I also come for the contact centre industry and really like the approach you have taken to reporting Sigma on FCR. About time someone applied this approach to the Contact Cetre Industry
One of the things we have to consider here is why 85% is the target. FCR is based on an individual agents ability to respond to a question on the first contact.…[Read more]
Dawn replied to the topic Managing A Network of Green Belts and Black Belts In in the forum Finance 16 years, 7 months ago
My financial service organization is embarking on a simlilar journey and I am interested in same things you have outlined. I would be interested in contacting you to discuss.