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Calls per employee per month

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  • #45573

    Pace
    Participant

    I am initiating a Black Belt project in an IT Helpdesk to reduce the cases reported per employee per month. I am looking for benchmark data for this metric, from the industry, to set a reasonable USL.
    Is there someone in this forum who can help me? I would also be interested to know what operational definition is being used, industry-wide, to compute this metric.

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    #149287

    qualitycolorado
    Participant

    Michelle, Hello!Thanks for your posting. Could you provide some additional information:Your request concerns a Project regarding “IT Helpdesk to reduce the cases reported per employee per month”. 1. Is this an internal helpdesk, where “cases” are things like the number of times employees report problems with MS Outlook, Word, company-specific applications, etc.”? Or, is this an external IT call center, where employees are calling up to a third-party provider?2. Does the helpdesk provide help on software outages, or hardware outages, or both? If hardware, is it just computer hardware, or is there significant telecommunications hardware, too?3. Also, are “cases” everything (all types of calls)? Or just a subset of calls (for instance, outages on a key application, or outages of cetain kinds of hardware)?
    In the meanwhile, here is an iSixSigma tutorial regaring Six Sigma in an IT Call Center that may be helpful to you:https://www.isixsigma.com/library/content/c040414b.asp
    You may also want to cross-post your question on the iSixSigma IT channel discussion board:http://software.isixsigma.com/forum/
    Best regards,QualityColorado

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    #149288

    Pace
    Participant

    QualityColorado, thanks a lot for your response and for the information resources that you have guided me to.
    Below are my responses to your questions:
    1. Is this an internal helpdesk, where “cases” are things like the number of times employees report problems with MS Outlook, Word, company-specific applications, etc.”? Or, is this an external IT call center, where employees are calling up to a third-party provider?
    Yes. Your understanding of “cases” is correct. This is an internal call center and not a third-party provider.

    2. Does the helpdesk provide help on software outages, or hardware outages, or both? If hardware, is it just computer hardware, or is there significant telecommunications hardware, too?
    The helpdesk does both software & hardware troubleshooting – but, software & application problems, usually, outnumber hardware issues

    3. Also, are “cases” everything (all types of calls)? Or just a subset of calls (for instance, outages on a key application, or outages of cetain kinds of hardware)?
    “Cases” pertain to all kinds of outages. For instance, MS Outlook issues, Printing issues, Operating System & MS Office issues, Third-party application problems (which, usually, require follow-ups with other vendors), simple hardware issues, such as, keyboard, mouse, monitor etc.
    Thanks, again, for the help.

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    #149306

    qualitycolorado
    Participant

    Michelle, Hello, again!Thank you for the clarification.It is not uncommon to have improvement efforts for IT call centers / help desks. What IS a bit unusual about your Project is the general theme (to reduce the cases reported per employee per month). I have participated in other IT Help Desk Six Sigma improvement projects that have aimed at other targets (such as reducing the time it takes to resolve an issue, and to improve overall satisfaction with the results of the resolution).There are fairly commonly used metrics for other aspects of IT call center operations, such as speed to answer and speed to resolution of the issue. I do not know of any industry standards or benchmarks, though, for your situation.In your situation, the employee is really the “customer” of the call center, and the call center is trying to serve the employee by resolving the issue.The theme for your Project, “reduce the cases reported per employee per month”, is really aimed at influencing “customer” behavior (behavior of employees outside the IT call center).Projects that attempt to influence “customer” behavior are among the toughest in the Six Sigma world, but are not impossible. They are tough because the customer is not in your control (whereas aspects of your operation, such as average speed to answer calls, is within your control).
    When you get around to Pareto Analysis on your Project, it may be possible to pick off some of the top bars and determine whether education and / or self-service could help. For instance, are there common types of calls that employees make that could be handled through a self-tutorial on your company’s website? Or, could your front-end VRU system direct employees to self-help prior to connnecting to IT call center folks? Could additional new-hire training fend off the most common kinds of simple calls?Sorry I don’t have any metrics on this one … hope the advice above helps ….
    Here are a few more articles that speak to call center / help desk Six Sigma projects (though none are on the Theme that your Project has):https://www.isixsigma.com/library/content/c060828a.asp
    http://www.tmcnet.com/channels/call-center-recording-and-quality-solutions/articles/56-six-sigma-the-contact-center.htmhttp://finance.isixsigma.com/library/content/c040505a.asphttps://www.isixsigma.com/library/content/c050207a.asp
    Best regards, QualityColorado

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    #149310

    Dale
    Participant

    we did a project like this.  took the top reasons for “cases” and looked at those processes.  Did the associate call because we didn’t do the PC imaging right, did we configure their ID wrong, etc.
    We weren’t able to fix all of the top reasons, but we were able to reduce some of them – some problems are beyond our control, or would take too long / cost too much.

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    #149318

    Pace
    Participant

    Yes, that’s what I intend to do…
    Answering QualityColorado:  By means of this project (and the analysis that’s involved), I intend to identify reasons for problems getting reported at the helpdesk. As you rightly said, this might involve changing customer behaviour… but that would only be to a small extent. The emphasis of my project would be to control the ‘repeat’ & ‘re-open’ issues and those issues that should not have occurred in the first place (the examples cited by Dale). Influencing end-user behaviour would be the lowest priority.
    Thanks a lot, anyway QualityColorado…
    Dale, I’m quite interested to know if you used the same metric for your project… if not confidential, can you share some baseline & benchmark data?
    Any one else out there, who can throw some light on Benchmark data for this metric? Would really appreciate some help on this.

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    #149326

    Dale
    Participant

    we used calls related to a service request.  (I know the goal was 0%, but I don’t remember how close we got to that.)  a
    nother project looked at first call resolution.  (I know we got that close to 100%.) 
    we didn’t use calls per associate because there was too much noise in that – some may handle a whole area, moves/add/changes, PC crashes, PW resets, etc.
    I don’t have the data to share on what our performance ended up at (not with that company anymore).

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