Six Sigma

[James]

Hi

We are looking at six sigma for the call center. Does anybody use six sigma in their call center? Does it improve things? Any suggestions or experiences would be appreciated.

[GinaG]

Yes, Six Sigma CAN be beneficial in a call center environment IF done correctly... I have seen the "Six Sigma Team" turn into nothing more than overhead with no real contribution to client satisfaction.

I think the key the successful implementation of Six Sigma in a call center is the right team and thier mentality... Your Six Sigma team should be able to get into the trenches so to speak... if they can't get into the trenches - they can't really help implement improvements to processes and procedures that will actually work. I more often than not seen Six Sigma people become too separate from the reality of a call center. At that point thier process improvements are just not functional in any way.

[aamirmurtaza]

Yes six sigma certainly helps. I rolled it out to the call center I was managing and the results were certainly amazing. However, what needs to be done is a clear definition of defect characteristic and moniter it closely. I personally feel that this concept works only if it is applied in it true spirit. Good Luck!

Aamir

[ranjanik]

Hi!
In a call center six sigma can do wonders.
One has to realize that six sigma is highly data driven. I agree that the team has to be skilled as well. More important is the availability of data.
It is an infallible process if the operations team is open to giving all required data & more importantly open to process change.

Many are happy in the cocoon of familiarity, & are resistant to change. If that happens the S.S team can show only limited success.
Communicate your goals clearly, & be open then,you can see the results for yourself. You may be surprised.

If you need more information e-mail me. I will share my experiences (with S.S) with you.

Cheers!!
Ranjani

[Manohar86]

Why SixSigma, plz ask you self why do we require sixsigma? Is it just anotehr yard stick to measure your performance or another weapon to market you self. One think we need to understand here we dont really require few processes that might have done wonders to a set of people (may be few companies) . But many get carried away by the results achive and forget the basic rule of checking if the process really suits to them. Lot of energies and efforts go in this way and end up digging hill for mouse.


I am not trying to push any on back foot, but think and check whether any kind of new process we define to achieve does do any harm by creating confusion rather than fine tunning process.


Think on these terms !!

[ajay_nambiar]

I do feel the impact of six sigma is most felt when it is specific to a particular need. For example, in Sify, we have identified a need to reduce inbound calls by 80% by xx timeframe. Six sigma will definitely help. Further Six Sigma should be a collective effort and not run by some obscure Quality department.