Tom Griffin commented on the post, How to Explain Six Sigma by Using the Profit Triangle 4 years, 5 months ago
First, I must say that the article is well considered. My concern is that if you get people focused on cost savings, they will often make that the goal. In order to survive, a company must be continually […]
Tom Griffin commented on the post, QFD Can Help to Create a Robust Request for Proposals 5 years, 4 months ago
Thank you – I have looked at QFD several times over the years but not seen the correlation as all the examples were manufacturing – good example that helped me bridge the gap.
You did not state it but I am assuming that the calls are being escalated due to the fact that they are beyond the agents capability or job scope. As you described the issues, it occurred to me that they may be so busy during week one and two trying to maximize service levels that they queue harder problems and then have time to deal with them…[Read more]