iSixSigma

Identifying CTQ of scheduling

Six Sigma – iSixSigma Forums Old Forums General Identifying CTQ of scheduling

Viewing 7 posts - 1 through 7 (of 7 total)
  • Author
    Posts
  • #38272

    Ropp
    Participant

    Experts , need your help on :
    Sub : I manage workforce scheduling of a site ( contact centre).
    Objective : I would like to caliberate the efficiency of my scheduling
    Required help : a) What do you think wud be the CTQs of scheduling b) What shoudl be the KRAs of scheduling
    Can somebody share with me the entire process ..
     
    Thanks
     

    0
    #114691

    sathesh
    Member

    Hi Dave,
     
    Some CTQs , I could think of which is basically an outcome of efficient scheduling. 
    – Abandoned calls %
    – Ratio of total talk time to total logged in time.
    Regards
    Sathesh

    0
    #114694

    Peppe
    Participant

    It is not clear to me which is the objective of your contact centre.
    Could you define it ?  But this must be done before you start to work, because let me ask : how many people you manage and why ?
    Rgs, Peppe

    0
    #114695

    sanjeev
    Member

    Dave
    If i have understand your query correctly, you are looking for an effective way to measure the preformance of team. (Minimizing the errors during scheduling).
    In that case, CTQ should be % effeciency in correct scheduling  & KRA’s for the people who are doing scheduling will be ” mimimum Gage R&R varition”
    Regards
     
     

    0
    #114696

    Tajjammul Hussain
    Member

    Hope this helps…
    Schedule Adherence % (This will help if the schedule is keeping in mind the transaction arrival pattern and the bio cycle of the employees). Adherence is defined as what % of times was an employee doing the what he was scheduled for.
    Occupancy % : Purely based on productive time (does not include idle time ).
    Accuracy of Scheduling
     
    Regards,
    Hussain

    0
    #114709

    Dale
    Participant

    If I understand your question, basically you are trying to measure too much resource or too little resource.
    For too little, you would look for abandonment rate & wait time – while looking at talk time duration to stay constant.
    For too much, you would look for calls handled per agent/hour – while again looking at talk time duration to stay constant.

    0
    #114809

    Sheila
    Member

    While the information is general, these may apply:
    Idle time – available for call but none coming to agent
    Speed to answer – time between connection and answered call
    Abandoned calls
    Employee satisfaction (turnover?)

    0
Viewing 7 posts - 1 through 7 (of 7 total)

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