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"Creating Momentum for Six Sigma in Call Centers"

Whitepaper Image

ID: GBCA-03


Pages/Slides: 5


Published: Pre-2013


Delivery Format: PDF


 

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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.




Download White Paper

 

919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS

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
Lessons Learned
Suggested Resources

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 arecchie@best-in-class.com or 919-767-9257.

Industries Profiled:
Insurance


Companies Profiled:
NCCI