The lateral movements and promotions have been included in the Overall Attrition and the reason is that every instance of promotion/lateral movements(internal attrition) creates a vacancy at that level, which in turn requires effort either from operations /hr to fullfill the same.
The whole purpose of the overal metric is give an…[Read more]
Assuming, that you have just thought of taking up six sigma approach, The first logical step is to get yourself some training and simultaneously work on data collection.
As far as becoming an MBB is concerned, set yourself a target of 2-3 years, else you will end up being a not so good MBB.
Tajjammul Hussain replied to the topic Sample size for call center transaction monitoring in the forum General 16 years, 9 months ago
I think your question was
Numbers of calls that should be monitored to determine the Agent and Center level Performance (roll up of agent level performance).
If you have Historical Data , You may use the Sample Size Calculations
Option 2 :
If Historical Data is not available, then the best practice is to monitor atleast 1 call per…[Read more]
Hope this helps…
Schedule Adherence % (This will help if the schedule is keeping in mind the transaction arrival pattern and the bio cycle of the employees). Adherence is defined as what % of times was an employee doing the what he was scheduled for.
Occupancy % : Purely based on productive time (does not include idle time ).
Accuracy of…[Read more]
Why are you complicating the calculation. You can either:
Use the DPMO to Sigma Conversion Table
If you plan to do this on an Excel, then maintain a master table with sigma and DPMO values and use a Vlookup Function to give you the sigma value.
The following calculations though not used in all the organisation but is used in most and considered as a good indicator of attririon.
The first of the 2 attrion metrics are pretty clear but the last one (Annualised Overall Attrition ) helps us understand not only the external attrition but also the employee turnover and movement within…[Read more]
What you have observed is absolutely right and this is how it works, because Black Belts are not required to be hard core statisticians instead they are required to have the ability to “Think Statistically”
Another differentiator is the ability to lead and exceute change, which may be factor of challenge not because the university graduates…[Read more]
Lots of responses to your question…..let me see if this helps..
Which ever quality methodology we yse, when its Time Reduction then only thing that save you is Work Study ( Method Study and Time Study)…It will be an eye opener !!!
Ans 1 and 2 : COPC can play the role of Process Management and Benchmarking and provide valuable inputs for project selection, identification and monitoring of Six Sigma Projects
Ans 3: COPC is a gold mine and if end objective understood right and applied , It can be used in any industry.
Hope this helps…if anything sp…[Read more]