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Sigma Calculation in Customer Response Centre

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    Vinay
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    I am currently working on a project to help in defining metrics for a customer response centre. The team is involved in responding to customer phone calls and emails with a dependency on the operations teams. The current performance rate of 95% is very good as per the management expectations and acceptable industry standards. However if this 95% is converted to sigma it is approx. 3 sigma which is not acceptable to managment as the organisation has set a standard to perform at 4 sigma levels for all processes immaterial of the complexities.
    Can anyone suggest a tool or methodology where in we can track the metrics considering 5% as the normal defect rate and thus resulting to 6 sigma performance?
    Any defect beyond the 5% is what we want to track and publish to our customers / management. Please note that I am looking for a suggestion which maintains the data integrity and also provide me all data related to defects to analyse and improve the process continously.
    Incase of further clarifications please feel free to write me at [email protected].

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