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Fatal Error Reduction Project

Six Sigma – iSixSigma Forums Operations Call Centers Fatal Error Reduction Project

Viewing 14 posts - 1 through 14 (of 14 total)
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  • #53954

    Mohammed Hammad
    Guest

    Hi All,

    I am planning to start a project for Fatal reduction process… please help me

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    #192204

    MBBinWI
    Participant

    Don’t start, therefore you can’t fail. Hope that helps.

    This is just too easy.

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    #192205

    MBBinWI
    Participant

    Oh, if you come up with a reasonable question, perhaps you’ll pose it for a reasonable answer.

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    #192207

    Mike Carnell
    Participant

    Just to clarify what MBBinWI said – nobody has a clue what you are asking/

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    #192237

    Mohammed Hammad
    Guest

    i am working for inbound call center…hence getting fatals for regarding incorrect and incomplete information….. also in tagging want to start a project to reduce these fatals

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    #192238

    Mohammed Hammad
    Guest

    i have never started a project or worked in it…… need a guide who can help me start a successfuly complete it

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    #192240

    MBBinWI
    Participant

    Start with clearly defining your project. What are the measureable objectives, what are the process steps, what is current state, and what is desired state.

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    #192244

    Sachin Bajaj
    Participant

    I guess you are initiating a project where you have ‘accuracy’ issues in a “Fatal reduction process” and need advice. The project aims at reducing errors caused due to incorrect / incomplete information that have creeped into the process.

    As the earlier members stated, please tell us about your project objectives clearly and what you are trying to achieve from this, and someone will surely assist you.

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    #192249

    Mohammed Hammad
    Guest

    “HI,

    Yes sachin I have to reduce the error which are in my process. Error contribution in my process is 200 per 1000 audits which is 20% Fatal Error.”

    “Fatal Reasons are

    Incorrect Tagging – Custome had one some query but agent tagged it under wrong Type

    Incomplete tagging* – Did not tag all the queries that customer had asked

    No Tagging* – Did not tag the main Query

    Number confirmation – In our process after greeting we have to confirm the customers number. If not done or wrong number is confirmed it is fatal.

    Incorrect Information – Information given to the customer was not correct

    Incomplete information* – Complete information is imp.(eg for a mobile recharge if they dont say the mode of recharge it is fatal)

    Security Check – If customer asks account related information sec check is necessary)

    Rudeness – If agent is been rude on the call it is marked fatal”

    Fatals with (*) sign are the major error contributors.

    to reduce the error to less than 3%

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    #192360

    Sachin Bajaj
    Participant

    Seems as though you already have a defined problem with measurements for the ‘pain’ alongwith a goal (reduction of errors to less than 3%). This is a good start. I would suggest that you try and get some data around the various fatal reasons that you have listed – Incorrect Tagging, Incomplete Tagging etc.

    Once you have those in place, you could fill out a project charter for the overall project as well as measure the intensity of each of these reasons as identified. You might want to only concentrate only on a few important ones, or maybe the whole lot, depending upon volume and reasons you identify at a later stage.

    I would suggest that once you have these numbers, talk to the individual teams and try to identify the root causes as to why these errors take place. You could use a number of tools here – the easier ones being fishbones and paretos.

    Once that is done, and you have the required numbers from the earlier stage, you need to come up with an improvement plan in acceptance to your process policies and procedures. Very soon you will be on your way improving the process and don’t forget to put a control plan in place.

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    #192734

    Chris Seider
    Participant

    Pareto your defects from your audits and tackle the top 2 or 3 defects at most. Don’t boil the ocean, just the pot.

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    #193386

    Ravindra Joshi
    Guest

    @ Mohammad – I have done similar project for Inbound Customer Service, i guess i can help you with good inputs. If intersted u can drop me a mail on [email protected] & then we shall take it forward from there.

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    #201537

    Pls share a ppt

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    #201556

    Mike Carnell
    Participant

    Arpit You have a person who was kind enough to offer you assistance and asked you to email him. I would think it would common courtesy to comply with the request.

    Just my opinion

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