| Implementing Lean Six Sigma in Call Centers,
Level 1 - Yellow Belt 4-day training seminar, $3,595  |
 |
Overview
This six sigma training course will help the participants 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.
While there are many six sigma training programs available for manufacturing, this training seminar is focused specifically on the customer contact environment. Facilitators will draw upon their expertise to provide practical and relevant cases, examples and methods.
By attending this course you will gain essential knowledge to:
- Uncover and eliminate mistakes and defects
- Raise operational performance
- Prevent unnecessary contacts
- Enhance customer experiences
- Measure the impact of improvements
- Reduce operational costs
- Improve overall quality
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 - or lose out to those who will. This intensive, four-day training seminar 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.
Seminar Objectives:
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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.
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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.
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Learn how to use six sigma to manage metric performance (set priorities, set specification limits, and six sigma scorecard).
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Learn when to use each six sigma tool with specific guidelines for the customer contact center industry.
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Lean how to be wary of excessive “numbers crunching” that does not lead to performance improvement and how to prevent this from occurring.
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Use key six sigma tools to more effectively install, deploy, and improve the ROI from using the COPC-2000® Standard for Vendor Management Organizations (VMOs) or Customer Service Providers (CSPs).
Attend this Seminar and Achieve Results!
Today's demanding environment requires that managers re-think the value of
their customer contact operations. Strategic planning and design decisions
must be grounded in a set of guiding principles that are based on facts and
analysis - not assumptions. Dramatic and ongoing improvements are necessary
to keep pace with customer demands for accessibility and quality, and with
the organization's need for cost-effective service delivery. That requires
the right measures, focus and know-how; but the return on investment is
substantial!
Whatever your starting place, however far along your organization, this seminar is designed to help you achieve real results and create tangible business value. Given heightened customer demands, global competition and stretched resources, there has never been a more important time to learn and apply these principles!
Each participant will receive a complimentary licensed copy of a software program for analyzing data using six sigma tools - a $198.00 value! (Participants are required to bring a laptop PC running MS EXCEL 2000 or XP.) You will also receive a six sigma Tools Data Requirements Pack, a handsome course binder and a wealth of other resources. You will have access to facilitators for after-seminar support.
Who Should Attend
This six sigma training course is designed for directors, vice
presidents, managers and analysts seeking a better understanding of how to
use six sigma tools and methodologies in contact centers. We also encourage
you to bring the six sigma project manager who will be responsible for
implementing this initiative in your call center. Class size will be
limited - register early to secure your seat!
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
If you do not have these skills, you will be at a disadvantage in the class as there is no time to teach basic skills.
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 $3,595 and includes:
- the seminar
-
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 handsome course binder
- 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, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| May 12-15 | Boston, MA | Club Quarters/UMass Club
( ) |
|
| Oct 13-16 | Boston, MA | Club Quarters/UMass Club
() |
Class hours are 8:30 AM to 5:30 PM each day.
Click here to learn about
,
dates & locations
Payment is due prior to the seminar, including payment on purchase orders. 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 conference.
Cancellation Policy. Registrants may cancel up to ten business 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 date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Agenda, course dates, and locations are subject to
change.
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