six sigma projects for BPO
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- This topic has 7 replies, 8 voices, and was last updated 18 years, 9 months ago by
Tony Burns.
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July 25, 2003 at 6:54 pm #32885
katherineParticipant@katherineInclude @katherine in your post and this person will
be notified via email.Hi All!
I am new to this forum , and would be glad if smone could give me suggestion on what topics or projects can a six sigma apply in a call centre/BPO process, presently trying to work on a project on how to reduce AHT, any other siggestions or tips please do reply.0July 26, 2003 at 12:58 am #88362I recommend you do an analysis of:
1) what does the Customer (the caller) want? Use QFD, Kano, etc.
2) model their experience and all the possible outcomes (including mapping all the decisions the customer will make which require them to push a button on their phone – ensure that each path leads to contact with a service provider or a similarly acceptable outcome).
w o o d 9 5 @ c o x . n e t to discuss further.0July 26, 2003 at 11:05 am #88365You can do a data based capacity planning…. the measure targetted will be productivity in that case. The challenge will be to manage the peak loads using various methods like multitasking, part time employees etc.
In the area of client expectations … TAT will be one of the key metrics.0July 26, 2003 at 11:26 am #88366I believe the data for BPO will be discrit data. We can use all six-sigma tools for discrit data analysis….
0July 26, 2003 at 12:52 pm #88371
Rick PastorMember@Rick-PastorInclude @Rick-Pastor in your post and this person will
be notified via email.Katherine:
Dave’s idea of creating a process map is a good idea, and understanding what the customers wants, QFD, is also a very important tasks.
In many situations, understanding the process under investigation is reasonable clear from personal experience. Unfortunately, to give specific suggestions that could be useful in the short term requires a better understanding of your process.
Please explain what BPO and AHT mean. I think that AHT might mean average handling time; but I have no idea what BPO means. If you want specific suggestions, you need to give more detail. How many people handle calls, is this a 24hr/7days operation or 8hrs/5day operation. Need to now something about the capability of your measurement system e.g. how accurately do you know the time required to handle a call? With a little more information specific short-term answers might be available.0September 19, 2003 at 8:16 am #90081
Ashish ChughParticipant@Ashish-ChughInclude @Ashish-Chugh in your post and this person will
be notified via email.Hi,
I am doing six sigma project on AHT, can i get some case studies on the same it wud be of great help
thanx
Ashish0September 19, 2003 at 8:24 am #90082I too need info on this
0September 21, 2003 at 11:27 pm #90120
Tony BurnsMember@Tony-BurnsInclude @Tony-Burns in your post and this person will
be notified via email.Katherine,
There was an earlier thread on call centres. I pointed out that the distribution of call times is a good example of a strongly non-normal distribution. (Six sigma focuses on normal distributions).
Dr Tony Burns
[email protected]0 -
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