Hi mate,
Per your question, Csat essentially refers to the level of satisfaction derived by the customer from the QUALITY OF SERVICE (as in your case-inbound calling) rendered by you. You would need to do the following in course of a SS DMAIC project:
Define
1) Understand what SATISFACTION means to the customer & how satisfied is he with your current level of service & what more he expects to be delivered by yourl, ALL THIS WRT INTERACTION DURING AN INBOUND CALL. Use VOC, VOB/VOP
2) Make a note of all the steps & CTQs involved in an inbound call, right from TAT time in answering the call to call closure. Use Process map, SIPOC.
Measure
1) Compare your above notings (pt 2under Define) with the call quality evaluation form/manual wrt Csat. You'll have to see this even for evaluated Quality forms (ie, Quality forms where agents have already been evaluated) to know their current idea of Csat. Do Sampling to check the evaluated forms.
2) See if any items are missing from both sides, ie, your notings as well the quality form/manual.
3) Measure the current performance of the process based on the quality scores of agents that relate to csat. - calculate Cp, Cpk, etc.
Analyse
1) After arriving at a common ground based on the above (pts 1 & 2 under Measure), try to locate the pain areas that affect the quality scores most wrt Csat. Use 5 why, RCA/Fishbone, etc.
2) See how many of the pain areas identified above relate more & less severely to CSAT (Pareto) & which of the CSAT issues being the unadressed pain areas need to be included in the Quality evaluation form
Improve
1) Find out the prevailing measures for addressing the already identified pain areas & ascertain how effective are they based on agent response & customer feedback wrt to those solutions & how to improve them, if needed.
2) Simultaneously, also generate potential solutions for the unaddressed pain areas by doing FMEA, brainstorming, out of box thinking, etc.
3) Test the solution arrived at on a small scale by doing a PDCA to know if on the right track.
4) Do a paired t test to see if p value < .05
5) Recalculate Cp, Cpk of the new (improved) situation
Control
Post successful test of the arrived solution bring proper controls in place to ensure their sustenance. Use FMEA, mistake proofing again.
Hope the above to be helpful.
Why dont you raise this question in the Benchmark forum at Linkedin to have more responses ?
Cheers !
On Thu, 17 Jun 2010 23:44:18 +0530 wrote
>
>
>
From: manish chaudhary
>To: benchmarksixsigma@
>Sent: Tue, 4 August, 2009 11:23:34 AM
>Subject: [benchmarksixsigma] Require help for a project on C-sat improvement
>
>
Dear All,
>
>I am planning to initiate a project to increase Customer satisfaction of our processes.
>
>Following are few details:
>Company: Telecom MNC
>Process: Domestic telecom customer care(In bound)
>
>we are already at 90% c-sat scores.Goal is to increase it by 5%.
>
>Request you all to share your views,
>how to proceed?
>what should be the approach?
>what all things should be mesure?
>Please share if anyone of you have done such project in past?
>
>Request you all to please assist.
>
>Thanks & Rgds,
>Manish Chaudhary
>
>
Dear Manish,
As you mention that ur C- Sat score is at 90%, then try to achieve the next 10% (along with 90% that will always be the threshold)in which client is not satisfactory.
Then check weather those 10% parameters are measureable, what is the current score of those 10% parameters i.e. consider 10% as 100% and eveluate where ur team stands in that out of 100%
Then identify the CTQ and CTP out of those parameters and priotise it accordingly.
Then then start working towards it u may use DMAIC approach for this, please have a expected timeline to achive your goal.
Let me know if this helps.
Kind Regards,
KumarSathe
Quality Manager
>
__._,_.___
0 Comments:
Post a Comment