iSixSigma

call center process sigma calculation

Six Sigma – iSixSigma Forums Old Forums General call center process sigma calculation

Viewing 3 posts - 1 through 3 (of 3 total)
  • Author
    Posts
  • #43594

    Gadgil
    Member

    Hello,
    I need help in deriving the process sigma. We have several processes, most have more than 1 CTQCs. For example, a)our e-mail processes have Fatal error accuracy which has LSL 95%, b)SLA, that says 80% of e-mails received should be answered within 4 hours c) Staffed hrs, which is the most crucial since we bill our clinet on staffed hrs. so we need it to be as close to 100% as possible.
    Based on the performance on all the above attributes, how can I derive process sigma? Any help will be welcome.

    0
    #138501

    Whitehurst
    Participant

    Call Center,
    I am a call center Black Belt and have tackled the idea that you are currently experiencing.
    I do not like sigma levels for our type of attributes because we often have more defects then a good sigma level will allow or show.
    I prefer DPM and DPMO.
    example
    total calls out of SL / Total calls = DPM * 1000000
    but if you must
    process Sigma = NORMSINV(1-((Total Defects) / (Total Opportunities))) + 1.5
    I also believe that it means more to people with no clue what a Sigma level is, I run across that alot in the Call Center enviornment.

    0
    #138551

    Gadgil
    Member

    Thanks Joe,
    It may not be the best method but our clients and upper mgmt., they need to be able to relate between performance on the metrics mentioned in my question and the sigma level. Is there no way to combine performance on these metrics (yield) and then show corresponding sigma value?

    0
Viewing 3 posts - 1 through 3 (of 3 total)

The forum ‘General’ is closed to new topics and replies.