Implementing Lean Six Sigma in Call Centers
5-day training course, $3,995
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Overview

This six sigma training course will help you to apply a disciplined approach that uses data and statistical analysis to measure and improve your organization's performance, by identifying and eliminating defects in service-related processes.

This course is focused specifically on the customer contact environment. Facilitators will draw upon their expertise to provide practical and relevant cases, examples and methods.

You'll learn how to:

  • Drive high performance – improve Revenue, Service, Quality and Cost using Six Sigma and Lean principles
  • Prevent unnecessary contacts
  • Measure the impact of improvements
  • Realize a tangible ROI with "practice over theory" approach - Six Sigma tools applied directly to your company's data

  • All examples are contact center/BPO related including CSAT, calibration, attrition error rates, schedule adherence, and decreasing AHT

  • Utilize extensive Six Sigma tools including SPC XL statistical software, Memory Jogger pocket guide, ROI and Sample Size calculators

Since delivering quality customer service has become a critical competitive advantage in today's environment, it is essential to improve responsiveness, reduce errors, streamline processes and deliver consistent, high-quality services. This intensive, four-day training course will prepare you to apply six sigma tools and methodologies in your organization. Step by step, you'll learn how to identify inefficiencies, eliminate errors and improve quality and productivity.

Participants who score a minimum of 90% or higher on the final exam will earn a six sigma Yellow Belt certification specific to the customer contact center industry. The certification exam will be administered on the last day.

Seminar Objectives:

  • Provide participants with practical examples from the customer contact center industry on how to use six sigma tools to improve service, quality, revenue, and cost in customer contact centers.
  • Use six sigma tools and analysis on data from their own customer contact center operations to dramatically show the positive impact of using six sigma in their operations.
  • Learn how to use six sigma to manage metric performance (set priorities, set specification limits, and six sigma scorecard).
  • Learn when to use each six sigma tool with specific guidelines for the customer contact center industry.
  • Lean how to be wary of excessive “numbers crunching” that does not lead to performance improvement and how to prevent this from occurring.
  • Use key six sigma tools to more effectively install, deploy, and improve the ROI by using the industry standard for Vendor Management Organizations (VMOs) or Customer Service Providers (CSPs).
  • Voices Critical to Quality Metrics and Causal Factors
  • Performance Metric Management
  • Six Sigma Tools with Guidelines for the Customer Call Center Industry
  • Process Control and Process Variation using Six Sigma Tools
  • Process Audits, Mapping and Defect Analysis
  • Process Improvement and DMAIC

What's Covered:

  1. Overview of Six Sigma, continuous improvement and ROI synergies with performance management systems
  2. Voices (e.g., Voice of the Customer, Process, Employee and Business), Critical to Quality (CTQ) metrics, Causal Factors, and Performance Metric Management
  3. Six Sigma Tools (e.g., run charts, histogram, Pareto, Fishbone, process sigma, scatterplots) with specific guidelines for the contact center industry usage and adoption
  4. Process control, managing variation and outliers, process audits/mapping, defect analysis, process improvement and DMAIC problem solving approach

Who Should Attend
This training is designed for first line management and above, continuous improvement roles and Six Sigma project managers.

Functional Level:

  • Quality Assurance
  • Performance Improvement
  • Operations & Processes
  • Customer Experience
  • Strategic Planning
  • Human Resources
  • Workforce Management
  • Training
  • Reporting
  • Transaction Processing
  • Customer Service/Support
  • Vendor Management

Service Types:

  • Customer Care
  • Fulfillment
  • Claims
  • Tech Support
  • Help Desk
  • Collections
  • Transaction Processing
  • E-Commerce
  • Sales
  • Back Office Support

Prerequisite Skills & Requirements
Students must bring a notebook PC running MS Excel (2000 or XP) and Windows (NT, 2000 or XP). Prior to the class, each student will be shipped a CD with six sigma analysis software. This software must be loaded prior to the class. Students will also need to gather and load operational data specific to their contact center. This data may need to be disguised in order to meet confidentiality requirements of the students' organization. Students must also be competent in basic Excel skills.

These basic skills include:

  • Importing data from a file
  • Using formulas (e.g., SUM)
  • Creating basic charts/graphs

Agenda

I. Performance Metrics

  • Six sigma Introduction
  • Voices
  • CTQs
  • Causal Factors
  • Setting Performance Targets
  • Metric Priorities

II. DMAIC

  • Define
  • Measure
  • Analyze
  • Process Audits

III. Basic Statistics

IV. Analytical Tools

  • Run Charts
  • Histogram Charts
  • Pareto Charts
  • Fishbone Diagrams

V. Managing Variationand Outliers

VI. Process Sigma

  • Patterns
  • Sigma Calculations
  • Six sigma Scorecard

Registration Fees
The per student registration fee for this seminar is $3,995 and includes:

  • 3.5-day training, daily group assignments, and a half-day final exam (open book and notes)
  • Lecture, discussion, case studies, and group projects with daily reviews
  • course materials:
    • A complimentary licensed copy of a software program for analyzing data using six sigma tools - a $198.00 value
    • six sigma Tools Data Requirements Pack
    • A comprehensive course manual and wealth of other resources

Continental breakfast served at 8:00 am and Lunch at 12:30 to 1:30 pm.

To register, follow the "Book Now" link below or call (708) 246-0320

Seminar Schedule
Sept 26-29, 2011 Ponte Vedra, FL Ponte Vedra Resort (Location Information

Class hours are 8:30 AM to 5:30 PM each day.

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Payment is due prior to the seminar.  If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar. Multiple attendee registration discounts apply only to attendees from the same company attending the same (day and location) seminar.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $700.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $700 toward any other Resource Center seminar.  There will be no refunds or credits for non-attendance.

In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.  As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

Seminar agenda subject to change.

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The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251

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Last modified July 13, 2011