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By using Lean tools, service call centers can transform themselves from a cost center into a profit center, as well as increase market share and enhance the customer experience in a competitive global economy.
If too much emphasis is placed upon efficiency in service processes, effectiveness and quality may suffer. For an organization to achieve the best Lean improvement in service processes, efficiency and effectiveness need to be appropriately balanced.
One way organizations have adapted CMMI is to integrate it with the Six Sigma DMAIC roadmap. The two frameworks complement each others strengths and combining the two can help accelerate quality improvements.
A VOC survey revealed that a company's telephone operator response was poor and customer satisfaction was low. The resulting improvement efforts show how a service process can be turned around using Six Sigma.
One method of measurement can be a standard question that agents can ask the customer at the close of a call: Is there anything else I can do? or Is this what you wanted?
Here is the good news: To help their call centers improve, managers need to solve just one problem between-agent variation.
Eric Doden, a Republican candidate for mayor of Fort Wayne, Ind., USA, said that, if elected, he would continue the city’s process improvement programs initiated by former Mayor Graham Richard, including customer service training for city employees.
Utilizing service level agreements (SLAs) can go far in establishing fruitful working relationships between IT providers and customers. If implemented poorly, however, they can be a source of discomfort for which IT providers should be wary.
While most information technology (IT) organizations are constantly struggling to demonstrate cost savings, too few are focusing on ways to add value to the business. Alignment with the business is where the emphasis should be for IT departments.
The IT Infrastructure Library and Six Sigma have both been successfully employed to improve the quality of IT services. Many organizations are now coming to realize the value of combining the two to take advantage of each one's strength.
In services, the most efficient method for cutting waste is to attack anything that is not done right the first time. Completing services right the first time is not easy, but doing so can be an effective way to begin a Lean journey.
Lean Six Sigma - like most things that continue to flourish - evolves. It grows, expands and adapts to fill new niches. Understanding these evolutionary patterns is significant when purchasing Lean Six Sigma services or executing Six Sigma projects.
In the May/June issue of iSixSigma Magazine, the article, "Taking the Next Step: How to Eliminate Errors for Good," offers an approach for managing human performance factors in an effort improve processes in service organizations.
Service processes can consume a large portion of a company's operating margin, so it is not surprising that Six Sigma efforts are often directed at these processes. Sensible measures of such service processes are a key to managing and improving them.
Applying both the Information Technology Infrastructure Library and Six Sigma to the many requirements businesses are considering information technology (IT) functions can help IT units provide the best value to their companies and their customers.
In an interview with iSixSigma, Cmdr. Stanley Dobbs shares his approach toward Lean Six Sigma project selection and execution, as well as insight into the Navy’s positive response to continuous process improvement.
Job processes that include non-value-added work which increase delays and extend work in progress are common in service functions. They usually are accepted as "the way work is done." But a rapid setup method can help streamline those processes.
SBTI Announces Three New Products
Improve your quality and business performance through world-class customer service. Here is an example of customer service that all of our service organizations should strive to achieve. It's consistent with little variation.
Todays services, with a little help from technology, are almost no different from the manufacturing industry. Therefore, the concept of quality should be incorporated in the services 'factory' along the same lines as in a manufacturing setup.
SigmaPro Announces New Project Management Service Line
Recapping some of the successes that have been achieved with Six Sigma in IT and describing some of the IT activities to which Six Sigma can be applied, should clearly answer the question "Does Six Sigma apply to IT?" with a resounding "yes!"
There is a battle being waged on the fringe of the Six Sigma community. The battle is over how to apply Six Sigma to one of the last frontiers of business – marketing.
Service providers can use Six Sigma in critical selling situations by using a DMAIC-structured sales tool.
Faced with stiffening competition, increasingly demanding customers, high labor costs, and, in some markets, slowing growth, service businesses around the world are trying to boost their productivity. Although manufacturing businesses can raise productivity levels by monitoring and reducing waste and…
Finding ways to manage workflow and minimize congestion, and the delays it causes, is a common challenge in service businesses. One of the most effective tools for dealing with congestion is triage.
Everyone tends to resist change, but companies that delay in establishing a quality management system will find they increasingly become less competitive and less effective in markets where customers demand trouble-free products and services.