Organizations rely on call centers to address customer concerns. It is important that they operate efficiently and effectively. Lean and Six Sigma are used in call center operations to achieve those objectives. We’ll look at three applications from Indonesia, the US, and India and finish with a funny video of the types of people that [...]
The International Society of Six Sigma Professionals brings you a significant presentation from the past. DMAIC or DMEDI (DFSS)? That is the Question, May 2, 2006 Steven H. Jones Note: Steven is currently the Delivery Excellence Leader at Concentrix. Do you want to improve an existing process, or do you want to design a new [...]
First, let’s review the objectives of each DMAIC step. D: Define (Establish project purpose and scope, background on process and customer) M: Measure (Quantify existing process performance) A: Analyze (Determine ways to eliminate or reduce the gap between current performance and project goals) I: Improve (Evaluate, select, and implement chosen solution) C: Control (Institutionalize the [...]
Brainstorming is a popular way for generating ideas. Organizations and groups use the technique to produce creative alternatives. When conducted properly, participants particularly enjoy the activity and actively contribute. The process moves rapidly and is ideal for gathering a large number of ideas in a short time. In recent years, however, many experts have criticized [...]
