At the August 2005 Global Benchmarking Council conference, “Trends in Lean, Six Sigma and Process Excellence: From Early Adopters to Agile Innovators," Ilene Lustigman of NCCI Inc. shared how the company leveraged the tools of Six Sigma in the call center under the guise of “Problem Solving” in a skinny, stealth grassroots-up model of deployment.
In her presentation, "Creating Momentum for Six Sigma in Call Centers," she addressed:
Why Six Sigma in Call Centers?
Stealth and Skinny Sigma as Means to an End
Six Sigma Training
Process Mapping Critical to Each Step of DMAIC
Control Charts: Compelling Storyboards
DMAIC Begins and Ends with Control
Using the Control Phase in Call Center Operations
This complimentary presentation summary from the meeting report also includes three charts from her actual presentation to August 2005 meeting attendees. These charts include data about:
Where NCCI Began
How Control Charts Add Value
How to Demonstrate Improvement Using Control Charts
"Creating Momentum for Six Sigma in Call Centers" is an excerpt from the meeting report that all attendees receive after the conference. Past meeting attendees have used information in the meeting reports as a catalyst for change in their companies, a medium to share with coworkers insights they gained from presentations and conversations, a reminder of lessons learned and directory of contacts they made at the conference.
For more information on this meeting report, our upcoming conference or membership opportunities, contact B. Ann Recchie, senior associate, Global Benchmarking Council, at firstname.lastname@example.org or 919-767-9257.