Six Sigma Case Study
Not what you're looking for?
The CEO of your health care insurance company has just returned from a conference and is reaching out to you. The CEO wants to know how six sigma could be used to define benchmarks in the company's telephone customer service department
Individual portion
Conduct research about the six sigma program.
A complete analysis of the six sigma program.
Provide the CEO with a minimum of 4 recommended processes that could be measured through the implementation of the six sigma program in the telephone customer service department.
Group Portion
Review all individual recommendations.
Provide 3 recommendations to give to the CEO as to how the six sigma process could be used in the telephone customer service department to measure business performance.
Purchase this Solution
Solution Summary
The review into creating a six sigma program for a company to improving their telephone customer service department.
Solution Preview
Greetings,
Hope you are well.
--Conduct research about the six sigma program and complete analysis of the six sigma program.
The main objective for six sigma program is to creating a more proficient processes framework that supports the organization in meeting product delivery and quality level. The key term is productivity with ease, rather than, the restriction in progressing forward to meeting deadlines that opposes sustaining competitive advantage within the targeted marketplace. Therefore, the type of six sigma program in relation to the telephone customer service department should reflect the following areas of focus:
a) Minimizing the incorrect answers to customers that reflects in returning calls or returning of products leading to loss of revenue (try and think of the six sigma as a means for reduction in defect or errors in the identified processes, such as, the customer service representative is often responsible for answering correct the concerns of the customers for a first call resolution (FCR).
b) The reduction variability in managing incoming calls ( try and think of the variability in processes that a customer service representative has to present familiarly to ensure call handing time is within reason (AHT), in doing so the internal systems might needs upgrading to simplifying the overall database data flow).
c) The utilization of special team leaders that can range from green belt to yellow belt, basically, the experts in managing the key performance ...
Education
- BA, American Intercontinental University
- MBA, American Intercontinental University
- PhD (IP), Grand Canyon University
Recent Feedback
- "Thank you!"
- "Thank you"
- "amazing"
- "No comments "
- "No comment"
Purchase this Solution
Free BrainMass Quizzes
Six Sigma for Process Improvement
A high level understanding of Six Sigma and what it is all about. This just gives you a glimpse of Six Sigma which entails more in-depth knowledge of processes and techniques.
Situational Leadership
This quiz will help you better understand Situational Leadership and its theories.
Team Development Strategies
This quiz will assess your knowledge of team-building processes, learning styles, and leadership methods. Team development is essential to creating and maintaining high performing teams.
Organizational Behavior (OB)
The organizational behavior (OB) quiz will help you better understand organizational behavior through the lens of managers including workforce diversity.
Paradigms and Frameworks of Management Research
This quiz evaluates your understanding of the paradigm-based and epistimological frameworks of research. It is intended for advanced students.