So, here is a very honest and direct feedback on Six Sigma from our guest author, James Lawther.
I will address his points in a separate post.
Achieve Excellence in Business Processes
Managing complex intertwined processes efficiently to achieve excellence and create new benchmarks requires not just only expertise in tools like Six Sigma, Lean, Quality, etc. but also the ability to understand people dynamics & lead change. This blog will serve as a portal to transfer knowledge related to the concepts, tools, & challenges involved in process improvement and how to overcome them.Your comments and meaningful discussions will help to achieve this goal.
The recent economic turmoil has given companies a chance to prove their mettle. But many, particularly in the hard-hit financial-services industry, have failed to do so."
9 of these companies have featured in the top 10 listing of this survey in 2008. And despite their efforts to improve their customer service in reaction to such surveys, they still make it there. Now what is so challenging about improving customer service.
In my opinion, customer service is actually a very complex process to improve. Inherently, it is intangible and difficult to quantify issue. One can certainly weave a problem statement around "issue resolution time", "time of hold", "number of calls", "number of issues resolved in a certain amount of time", or what not. But the problem is that none of these measurements directly correlate to "customer satisfaction".
An efficient and great customer service is not just limited to "politely talking", "logging the issue", or "directing the call to a department". It is in fact, a function of a set of good communication skills, technical knowledge of product/service, an understanding of people's feelings, & the dynamics which come into play when an irate customer calls the customer service.
About Me
Let's talk first! What is the problem? What is your goal? Do you have any data? Any measurement of the current state of the process? Time to get to work! I like to dig deep into the complex problems and bring simple, yet realistic and optimized solutions.
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