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Identifying six sigma projects in Technology in BPO

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  • #26519

    Fontanilla
    Participant

    What could be various areas one can look for identifying breakthrough projects in technology in a call center / BPO?
    Please help.

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    #64447

    qlychap
    Participant

    There are n number sixsigma projects. But the Six sigma project should not be performed for the sake of doing some thing.
    I dentify the key issues that burns the money of the organisation and perform the project to solve the issue…
    else Identify the process improvement area and try to improve the effeciency of the process…..
    Let me give you the realtime example of both the scinario.. We had a situation where we where not able to monitor the calls within 24 hours and dispose the sales. This was the billing issue. We try to analyse what are the key issue and found the accuracy of the database was good.
    As a result by solving one of the issue we got the improvement area too. hope you got the idea.
     
     

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    #64451

    Monk
    Participant

    Dan,
    Do the following :
    – Identify your key customer.
    – Capture their expectations.
    – Define their expectations in terms of your deliverables.
    – Measure your Deliverables.
    – Do gap analysis of actuals vs expectations.
    – Understand whether it is a varaibility issue.
    – Get together the hampions and ask them which ones should be focussed and take up as six-igma projects.
    Hope this helps. Remember six-sigma can be applied in all the depts. of your organisation, as process is an inherent factor of all depts. and this means varaibility also exists everywhere. As a six-sigma specialiset, you need to identify which one of the variations is affecting the bottomline.
    MONK

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    #64456

    matrix
    Participant

    Dan,
    When considering call center technology, take into account the key direct and indirect attributes necessary to function well.  Direct attributes would include your current metrics such as abandonment rate, talk time, hold time, etc.  Indirect but equally as important are your ‘fail over’, backup, speed, cost of operation, etc.

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    #64457

    matrix
    Participant

    Dan,
    …a continuation of the previous message. 
    When considering these metrics, insure that your process capability performance is enhanced by the technology decisions you need to make on both software and hardware.  Use a Pugh Matrix if this helps to consider the key attributes, i.e. requirements and performance.
    Steve

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