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Six Sigma -Tutorial for IT-Call Center - Essay Example

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This paper tells that the IT-industry is of the fast-growing industries in the world today. The industry is populous with IT-service companies, one of the services offer is customer cure support services either online or via telephone calls…
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Six Sigma -Tutorial for IT-Call Center

Download file to see previous pages... DMAIC defines the issues affecting the company to a large span making it easier to distill more clues and real figures from the top performers in the industry thus acquiring facts and reliable data to promote the project.
If data from an unbiased source is used, say the company being studied has customer care satisfaction ratings of seventy-three out of a hundred; the ‘average’ company in the industry has a rating of seventy-six out of a hundred and the best performer in the industry at eighty-seven percent. This data alone shows that efforts have to be made in order for the company to survive the competition. In the IT service industry customer satisfaction is a major contributor to a company’s growth (Hallowell).
Support costs per call are not related to satisfaction, best companies’ support call cost $26, ‘average’ companies at $30 per call while the case study company’ call cost about $36 which is the highest of all (Hallowell).On focusing the DMAIC project the ‘Y’ being new account growth and the ‘Xs’ being the number of transfers, wait time and service. Wait time is associated with customer satisfaction thus the improvement on the time is essential. After the discovery of the points of weakness: the company managers then set project goals, scope and the study case using DMAIC (Define, Measure, Analyze, Improve, Control) teams.
D1. Project Charter: it expands on the business case clarifying the focus and measures of the project’s performance and is completed by a six sigma Black Belts who are the team leaders. They respond by implementing the improvement projects using skills of six sigma tools and a lead increase in customer satisfaction. The key stakeholders are the customers, staff members, and the business. The problem statement is one of the project charter elements; it gives the progress of the competitors as compared to the stagnated case study company. ...Download file to see next pagesRead More
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