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Call Center Consolidation

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  • #53790

    shetter
    Participant

    I’m embarking on a new project which is to consolidate several call centers into just a few and will be using DMAIC to identify process defects, waste, etc. Does anyone have experience with this? If so, do you have a project plan you would willing to share and what issues/risks, do you for see me getting into with this project?

    Any assistance is greatly appreciated.

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    #191450

    Andrew Banks
    Participant

    [email protected] wrote:

    I’m embarking on a new project which is to consolidate several call centers into just a few and will be using DMAIC to identify process defects, waste, etc. Does anyone have experience with this? If so, do you have a project plan you would willing to share and what issues/risks, do you for see me getting into with this project?

    Any assistance is greatly appreciated.

    The first issue I see is that you’re using DMAIC to justify a management decision to downsize. The “solution” has already been determined: as you have said, to consolidate. Now you’re supposed to apply DMAIC to find the problem the solution is fixing?

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    #191520

    Jones
    Participant

    If you are looking to consolidate processes and eliminate waste then what you want to do is a Lean exercise and not a DMAIC, and the proper tool would be a Value Steam Map.

    Hope this helps

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    #191523

    Somogyi
    Participant

    If I deal with our call centres (we have few) I also define the “future” state, the standard how it should be. For call centres there is a quasi standard called COPC CSP. It helps me to identify what processes really needed, what “looks” waste.
    http://www.copc.com/standards.aspx
    I don’t have project plan for call centre consolidation project (however we “moved” call centres recently). But lean approach is right, discover current state, define your future state, identify the gap, make a transition plan, ensure proper control. That’s how I would start the plan.

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    #191531

    Kharoo
    Participant

    In addition, i would suggest do a hourly demand vs supply analysis also to support your future state map.

    This will help to define the shits and resources required.

    This analysis could be done by using tool – Telelogic and will also help you to measure performance misses if use X number of resources in a process.

    Ashky

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