Designing Six Sigma Support Centers (RCCSP ™ Service Engineering Series) 2-day training seminar, $1,695 Register for 2009 courses in 2008 and save $200. Follow the 'Special Offers' link for details.

Overview

Every type of contact center is complex and requires  well-designed, quality-oriented processes to perform satisfactorily. Applying science to service processes can ensure that your support center performs at optimum levels.

Six Sigma is a rigorous and proven business methodology that uses data and statistical analysis to improve business performance. With the goal of increasing performance by eliminating mistakes, waste, and rework, Six Sigma provides a means to identify and prevent process variation -- or defects -- to improve predictability and success of business processes.

Applied to support centers, designing for Six Sigma is a proactive approach to maintaining your call center or help desk performance at an optimal level.  Engineering or re-engineering your center to Six Sigma standards of quality can result in peak performance, lower costs, minimal wait times, and high customer satisfaction. This course covers proactive design approaches using Six Sigma centered methods.  Participants will learn to apply science, engineering tools, techniques, and methods that create an optimized, high performance support center.

You will learn:

• What a Six Sigma design is
  • How Six Sigma design applies to the call center and support center world
  • What issues exist in IT help desk design and reengineering
• How to use proactive methods to design or reengineering your center
  • How to achieve optimal performance, cost, and productivity
  • Principles and concepts for building in flexibility for future change
• The science behind effective help desks and call centers
  • Causal relationships and how to anticipate them
  • How to function in a rapidly changing business climate
  • Business life cycles and the phases of the S-curve.
• How to develop and use effective SLAs
  • The multi-dimensional aspect of service level agreements
  • Where SLAs must be used and how to establish one
  • The strategic impact of SLAs and how they affect every person in your center
• Strategic support center engineering and reengineering
  • Why having the latest, greatest, state-of-the-art equipment does not guarantee an effective center
  • Tools and techniques for developing process sequences, setting targets, and leveraging technology
  • How to use factoring to organize your processes, services, and products
• How to get the center to function like a great team
  • The definitions of operational and support roles
  • How to setup an effective communication system
  • Why communication within the call center is so important
  • Terms that clarify communication between team members
• Tools that provide a shared graphic language for a high performance knowledge dissemination system
• The latest tactical process engineering methods for providing the very best performance
  • How to calculating the correct staffing requirements
  • Proper deployment of resources will be covered
• How to integrate a strategic design into your helpdesk
  • Reasonable expectations for every step in the journey to an effective center
  • A take-home plan to get you started

Who Should Attend

This course is for professionals responsible for support center performance management, reporting, call center operations, or implementation of performance improvement strategies. Participants that will benefit most from the course include CIOs, COOs, VPs of operations, directors, designers, and managers, and those who are or may be pursuing CCCE certification or Six Sigma Black Belt credentials.  

This course is highly recommended for those who are responsible for designing, setting up, revitalizing, or reviving a call center or help desk.

Certification

Designing Six Sigma Support Centers is a core course in the following training tracks:

• Call Center Six Sigma Black Belt
• Certified Call Center Engineer (CCCE)

Agenda

Day 1: Concepts, Issues, and Philosophy

• Four road-blocks to improvement and how to break through them
• The difference between efficient centers and effective centers.
• The four traits of an effective center
• What a Sigma is, and why Six
• Six Sigma in the help desk and call center world
• The methodology for call center simplification and optimization
• Why technology has not solved your center’s problems
• Life cycle and its impact
  • What it is
  • What has happened over time
  • The s-curve
• Management science
  • Details of queuing science and metrics
• Effective SLAs
  • The multi-dimensional aspect of service level agreements.
  • The impact of properly built and communicated SLAs
  • Building strategic SLAs for your organization
  • The tactical and strategic importance of SLAs
  • How to implement SLAs at your center
  • How and where to use SLAs in metrics
• Process Management Principles that provide a “True North” for operations
  • First Principle
    • Product Process
  • Second Principle
    • Decision-making (policy, strategy, tactics)
    • Division of Labor
    • Metric support for decisions
  • Third Principle
    • Correct, Consistent, and Capable for Design, Improvement, and Sustainment

Day 2: Design, Engineering, and Reengineering

• How to design or reengineer your center
  • Defining management, supervisory, and agent roles and responsibilities
  • Providing the tools required for each function
  • Design approach for process design and script writing
  • Process design and dependency development
  • Key metric development
• Advanced design and engineering
  • Building, using, and understanding express lanes
  • Help desk process segmentation
  • The art of designing an effective triage
• Building a knowledge dissemination system
  • The six tiers of knowledge for running an effective support center operation
  • Building the metric blueprint
    • Identifying key metrics
  • Building the dependency diagram
    • Factor tables
    • Target settings
  • Metric status reports
  • Quick auditing tools
  • Methods to assess correctness, consistency, and capability
  • Strategic and tactical process viewer
• Building a strategic plan for maintaining an optimal center
  • Tools and methods for determining the correct staffing requirements
  • Staff development for managers, supervisors, and agents
  • Queuing theory and wait time optimization
  • Tactical allocation of resources
  • Effective grouping strategies
• Integrating the strategic design into your helpdesk 

Registration Fees

The per student registration fee for this seminar is $1,695, and includes the seminar, course materials, and refreshments.

Class begins at 9:00 AM and ends at 5:00 PM each day. Please arrive early the first day to sign-in and meet fellow attendees.

To register, click on the "Book Now" button or please call (708) 246-0320

Seminar Schedule

Dec 4-5	McLean, VA	Regus Training Center ()
Feb 5-6, '09	San Francisco, CA	Location to be Assigned
Apr 30-May 1, '09	Raleigh, NC	The Cardinal Club ()

This class runs back-to-back with:

Call Center Metrics, Analytics and Reporting
and
Call Center Manager Certification

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 $400.  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, less administrative fees of $400, 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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