Re: [benchmarksixsigma] Require help for a project on C-sat improvement

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From: manish chaudhary <manson_dreams@yahoo.com>
To: benchmarksixsigma@yahoogroups.com
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

 

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