LEAN SIX SIGMA IT CALL CENTER CASE STUDY – EXERCISE WORKSHEETS FOR IMPROVING THE PERFORMANCE
Six Sigma IT Call Center Case Study Details:
Document Type: Coursework
Subject: Project Management
Deadline:*: As Per Required
Number of Words: 7 pages
Citation/Referencing Style: APA
Six Sigma Exercise – Pre-Define Project Work
Fill out the following table after studying the Pre-Define Project Work phase of the Six Sigma Application Case Study – IT Call Center
| PRE-DEFINE PROJECT WORK Elements (Sections) | What is displayed in the case? (Summarize) | How will you add/improve this section in this case? (Write briefly). |
| Can you tell how and why this Project was selected? By whom (Project Sponsor)? | the project is aimed at helping the company become more competitive and profitable. Project was selected by senior leadership of IT Services company. | |
| On what basis was this project selected? |
Six Sigma Exercise – Define
Fill out the following table after studying the Define phase of the Six Sigma Application Case Study – IT Call Center
| DEFINE Elements (Sections) | What is displayed in the case? (Summarize) | How will you improve this section in this case? (Write briefly). |
| Can you tell how and why this Project was selected? By whom (Project Sponsor)? | The project is aimed at helping the company become more competitive and profitable. Project was selected by the senior leadership of the IT services company | |
| Project Charter | “Increasing our new business growth from 1 percent to 4 percent (or better) would increase our gross revenues by about $3 million. If we can do this without increasing our support costs per call, we should be able to realize a net gain of at least $2 million.” | |
| – Problem Statement | To improve customer satisfaction while reducing support costs per call. Unless we stop – or better, reverse this trend – we are likely to see compounded business erosion over the next 18 months. | |
| – Key Stakeholders | Customers & IT company | |
| – Business Impact | Increasing new business growth from 1 percent to 4 percent (or better) would increase the gross revenues by about $3 million. If we can do this without increasing our support costs per call, we should be able to realize a net gain of at least $2 million. | |
| – Goal Statement | To reduce Customers’ waiting/holding times for an inbound call Centre. | |
| – Project Scope | to reduce support costs while improving new account growth | |
| – Project Schedule & Budget | Increasing the new business growth from 1 percent to 4 percent (or better) would increase our gross revenues by about $3 million. If we can do this without increasing our support costs per call, we should be able to realize a net gain of at least $2 million.” | |
| – Project Team Members | Champion team members | |
| Voice of Customer (Identification of Internal and External Customers and Their Requirements)– Kano Analysis -Identification of Critical-to-Quality (CTQ) Requirements |
– survey– interviews – suggestions |
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| Voice of Business(Requirements of the Business) | – how to connect customer with helpful person.– how to get the information to customer’s need. – how to shorten the wait time |
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| High-level Process Map (SIPOC, Swim Lane Process Map, etc.)– Identification of Key Process Output Variables (KPOVs or Ys) -Identification of Key Process Input Variables (KPIVs or Xs) |
Showing the flow of information, materials and resources, from key process inputs, through process steps and decision points, to create the process outputs. The map describes the flow of what happens within the scope of the target process and it defines the boundaries of that scope. | |
| Baseline Data of the Current Process (defect rate, error rate (defects per million opportunities – DPMO), wastes/rework data, current Sigma Level, current Cost of Poor Quality (COPQ), etc.) | ||
| Communication Plan(How will key stakeholders be informed about the six-sigma project progress?) | ||
| Risk Management Plan(How will potential risks be managed in this project?) | ||
| What types of improvements can be done by quick Kaizen events in this project? | Because the Six Sigma process both eliminates errors and improves quality, customers start to take notice and become loyal to the brand, knowing that they will always be able to get the best possible products at the lowest possible prices with the least possible hassle at every interaction. | |
| Any additional Define elements that you see covered in this case? |
Six Sigma Exercise – Measure
Fill out the following table after studying the Measure phase of the Six Sigma Application Case Study- IT Call Center
| MEASURE Elements (Sections) | What is displayed in the case? (Summarize) | How will you add/improve this section in this case? (Write briefly). |
| Process Flow Charts | ||
| Benchmarking | ||
| Check Sheets | ||
| Surveys | ||
| Focus Groups | ||
| Waste/Defect Identification | ||
| 5S | ||
| Pareto Analysis | ||
| Cause/Effect Analysis | ||
| CTQs | ||
| Voice of Customer | ||
| Voice of Business | ||
| Operational Definitions of Measures | ||
| Data Collection Worksheet/Plan | ||
| Histograms | ||
| Statistical Process Control | ||
| Performance Metrics | ||
| Process Capability Analysis | ||
| Affinity Diagrams | ||
| Process Yield Rate Calculation | ||
| Defect Per Million Opportunities (DPMO) Calculation | ||
| Base Level Sigma Calculation | ||
| Cost of Poor Quality (COPQ) Calculation | ||
| Any other tools used? | ||
Six Sigma Exercise – Analyze
Fill out the following table after studying the Analyze phase of the Six Sigma Application Case study – IT Call Center
| ANALYZE Elements (Sections) | What is displayed in the case? (Summarize) | How will you improve this section in this case? (Write briefly). |
Six Sigma Exercise – Improve
Fill out the following table after studying the Improve phase of the Six Sigma Application Case Study – IT Call Center
| IMPROVE Elements (Sections) | What is displayed in the case? (Summarize) | How will you improve this section in this case? (Write briefly). |
Six Sigma Exercise – Control
Fill out the following table after studying the Control phase of the Six Sigma Application Case Study- IT Call Center
| CONTROL Elements (Sections) | What is displayed in the case? (Summarize) | How will you improve this section in this case? (Write briefly). |
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