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07-10-2002, 07:16 AM
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Six Sigma
Can anyone please enlighten me on how to implement six sigma concept in my organisation.
We have evaluation metrics for Inbound and Outbound voice services and e-care and a 1-10 rating scale. I would be able to do it in a mfg. organisation. But in a call center, I am not sure. 
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07-12-2002, 08:21 AM
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Six Sigma has a very strong manufacturing/quality perspective that doesn’t always apply to call centers. However, I agree with you that its principles and methods can be “reengineered” to support the objectives and processes of call centers. I use Six Sigma methods when performing knowledge gap analysis in call centers and designing improvement programs and monitoring methods. Please email me directly if you want to discuss the details.
Joe Barkai DIAGNOSTIC STRATEGIES www.DiagnosticStrategies.com jbarkai@DiagnosticStrategies.com
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