I don’t know exactly what you’re looking for, but here’s a start.
Expect a low sigma level and low FPY for the high level flow. Don’t be surprised if people are content with 90% or 95% FPY on their little piece; you may need to show them the total stream’s FPY and COPQ before they’re ready to see need for improvement.
For sales process effectiveness, you need a different idea of “what the customer wants” than you use for your production process. Any time you don’t get the desired result from a call (e.g., a sale), that’s a defect. Any time you have to make an outbound call or a client/customer makes an extra inbound call to complete a transaction that theoretically could have been completed on the original call, that’s rework.
If price is negotiable, you need to factor margin and closure rate together in order to optimize total profit and ROI.
Call center outputs probably feed into other processes (e.g., orders go to shipping and billing) so it’s important to have metrics that encompass the entire stream from new first call to delivery of goods/services to billing and payment. Otherwise, people get away with passing defects downstream without seeing the impact on the overall organization.
Let me know if you’d like me to elaborate on anything.
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