• Misdirected Submissions to Billing Administration

    Misdirected Submissions to Billing Administration

    Project Title: Misdirected Submissions to Billing Administration Define Project sponsor: Stephanie Project Green Belt: Steve The issue here was fairly straightforward: agents were transferring calls to Billing Administration that should not have been transferred. Although Billing Admin does handle a wide variety of billing and account issues, many of these can be handled more effectively…

  • Case Study – Attaching Direct Deposit to DIY Payroll

    Case Study – Attaching Direct Deposit to DIY Payroll

    Project Title: Attaching Direct Deposit to DIY Payroll Define  Project sponsor: Stephanie Project Green Belt: Mike Mike examined how we could increase the number of Direct Deposit customers in conjunction with their DIY service. Although the fee [company] receives for each Direct Deposit payroll transaction is a small amount, when multiplied by the number of…

  • Case Study – Recovery of Mislabeled One-Time Support Calls

    Case Study – Recovery of Mislabeled One-Time Support Calls

    Project Title: Recovery of Mislabeled One-Time Support Calls Define Project sponsor: Bruce Project Green Belt: TC A group of Service Employees who were hired during the high volume early [software product] season to handle simple refund issues and other simple service questions were getting misrouted customer calls. The Integrated Voice Response (IVR) was supposed to…

  • Case Study – Increase Order Status IVR Resolution Rate

    Project Title: Increase Order Status IVR Resolution Rate Define Project sponsor: Kemper Project Green Belt: Jeanette Jeanette was tasked to look at a low resolution rate for a particular type of call – a customer calling the automated order line to check on the status of their order. Approximately 46,000 customer calls passed through the…

  • Case Study – Improve Information Sharing with Call Center Planning

    Project Title: Improve Information Sharing with Call Center Planning Define Project sponsor: Jeremy Project Green Belt: Michelle Any time that a product or service is launched, DST, STS, Marketing and other groups must coordinate their efforts to succeed. With the existing lack of coordination and multiple communication channels, documents were “flying all over the place”…

  • Case Study – Improve Early Release Process for Employees

    Project Title: Improve Early Release Process for Employees Define Project sponsor: Kelly Project Green Belt: Tim Tim was asked to find out how to improve the VTO process (voluntary time off, or “going home early”) in a large call center. Prior to FY## this had been a manual process, very hands on, very reactive to…

  • Case Study – Improve Software Beta Sweep Process

    Case Study – Improve Software Beta Sweep Process

    Project Title: Improve Software Beta Sweep Process Define Project sponsor: Steve Project Green Belt: Milton Every year when a new product is released, the Software Beta team must evaluate whether every existing KnowledgeBase entry applies to the new product. If yes, it is updated, a process known as “sweeping forward.” It was possible that customers…

  • Case study – Scheduling Call Center Outsourcer

    Case study – Scheduling Call Center Outsourcer

    Project: Scheduling for Call Center Outsourcer Define Project sponsor: Kelly Project Green Belt: Stacy Stacy was asked to take on the challenge of scheduling for an important call center outsourcer. Outsourcer was not filling the assigned schedules, and it turned out there was an issue with the transportation provided by Outsourcer to its employees. Ordinarily,…

  • Volcano Throwing Off Just-In-Time

    The Associated Press reports that firms which use the Just-in-Time system are experiencing problems due to the Iceland volcanic eruption. The strategy of keeping inventories lean paid off for U.S. manufacturers during the recession. Just-in-time delivery of parts makes even more sense when budgets are tight. Now that a giant ash cloud from a volcano…

  • Taking the Six Sigma Plunge

    Taking the Six Sigma Plunge

    Recently some prospective clients asked me for a demonstration project to help them determine if Six Sigma would be a good idea at their company. I advised them against it. Such a demonstration only shows management’s lack of commitment to the success of Six Sigma. Although philosophical issues are important, there are more concrete problems…

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