Objective:
Popular folklore has it that help desks are simple to design and
manage—all you have to do is pick up the phone and talk. In reality,
every type of contact center is complex and requires work to perform
satisfactorily. A proactive and all-encompassing approach assures that
the center performs at optimum levels.
Six Sigma design is a proactive and integrated approach; it assures the
facility starts and stays at a six sigma level to assure peak
performance, low cost, minimal waits, and high customer satisfaction.
This course covers this proactive design approach through science,
engineering tools, techniques, and methods.
James C. Abbott
will be your instructor. James is
unique in that he is not only the leading expert in call center and help
desk six sigma design but has the ability to convert the most complex
topic so that everyone can understand and use it. As one recent student
from Prague Poland said, "The whole seminar was very well prepared.
The issues were told very clearly to me. Slides were very clear and Mr.
Abbott has a great knowledge of what he says. I will recommend this
class to people in my company who are in a Six Sigma projects."
Who Should Attend:
This class is for
individuals who are Black belts or are working to become a Black Belt.
This class is also for CIOs, COOs, VPs of operations, and Help Desk
directors, managers, designers, and managers on the fast track.
You will take home:
- A prepublication copy of James
Abbott's next book The Executive Guide to Six Sigma Call Centers. One recent student said, "Training
materials- book- reference guides yellow cards, etc. invaluable!!"
- Abbott Notes for the key concepts
and principles
Topics
Six Sigma Design
You will
understand what a six sigma design is and how it applies to the call
center and help desk world. Understand how Six Sigma works with real
world call center and helpdesk examples.
IT Help Desk Design and Reengineering Issues
Use a proactive method for designing or reengineering your center. A
focus on design yields optimum performance, cost, and delivery. The
principles and concepts that make this approach work also provide the
flexibility for future changes. You will study the science behind
effective help desk so that causal relationships are clearly understood
and anticipated. Since centers must function in a business climate of
rapid change, this class will teach you how to design a robust center
that will support these changes. Particular topics covered will include
understanding business life cycles and the phases of the S-curve.
Understand the multi-dimensional aspect of service level agreements.
Learn where SLAs must be used and how to set them. You will study the
strategic impact of SLAs and how they affect every person in your
center.
Strategic Help Desk
Engineering and Reengineering
Having the latest, greatest, state-of-the-art equipment does not
guarantee an effective center. This class will give you additional tools
and techniques for developing the process sequence, setting targets,
leveraging technology, and much more. You will learn to use factoring
to organize your processes, services, and products to eliminate
problems. Operational and support roles will be defined so that the call
center will function like a great team.
Communication within the call center is key. Our focus will be on a set
of defined terms to clarify communication between team members. We will
introduce tools that will provide a shared graphic language for a high
performance knowledge dissemination system.
Integrating the
strategic design into your Helpdesk
Putting all the pieces together is the ultimate
challenge. You will take away a plan that allows you to answer the
question “How do I get started?” We will outline reasonable expectations
for every step in the journey to an effective center.
Optimizing the
Help Desk Center
Learn the latest
tactical process engineering methods for providing the very best
performance, while reducing cost, and minimizing wait time. Calculating
the correct staffing requirements, staff development training, and
proper deployment of resources will be covered.
Agenda:
Day 1
Concepts, issues, and philosophy
Ø
The four
roadblocks to improvement and how to break through them
Ø
The
difference between efficient centers and effective centers. The four
traits of an effective center and which two must be designed into the
center
Ø
What is a
Sigma and why Six
Ø
Six Sigma in
the Help Desk and Call Center world
Ø
The
methodology for call center simplification and optimization
Ø
Why
technology has not solved your center’s problems
Ø
Life cycle
and its impact - what it is, what has happened over time, the s-curve
Ø
Management
science - details of queuing science and metrics
Ø
Effective
SLAs
o
The
multidimensional aspect of service level agreements. Clear, concise, and
usable definition of the term and how to put it into practice
o
The impact of
properly built and communicated SLAs
o
Building
strategic SLAs for your organization
o
The tactical
and strategic importance of SLAs, and how to implement them at your
center
o
How and where
to use SLAs in metrics
Ø
Process
Management Principles that provide a “True North” for operations
Ø
First
Principle – Product Process
Ø
Second
Principle – Decision-making (policy, strategy, tactics), Division of
Labor and metric support for decisions
Ø
Third
Principle – Correct, Consistent, and Capable for Design, Improvement,
and Sustainment
Day 2
Design, engineering, and reengineering
Ø
How to design
or reengineer your center
o
Defining
management, supervisory, and agent roles and responsibilities
o
Providing the
tools required for each function
o
Design
approach for process design and script writing
o
Process
design and dependency development
o
Key metric
development
Ø
Advanced
design and engineering
o
Building,
using, and understanding express lanes
o
Help Desk
process segmentation
o
The art of
designing an effective triage
Ø
Building a knowledge dissemination system
o
The six tiers of knowledge for running an effective center operation
o
Building the metric blueprint and identifying key metrics
o
Building the dependency diagram with factor tables and target settings
o
Metric status reports
o
Quick auditing tools and methods to assess correctness, consistency, and
capability
o
Strategic and tactical process viewer
Ø
Building a
strategic plan for maintaining an optimal center
o
Tools and
methods for determining the correct staffing requirements
o
Staff
development for managers, supervisors, and agents
o
Queuing
theory and wait time optimization
o
Tactical
allocation of resources
o
Effective
Grouping strategies
Ø
Integrating
the strategic design into your Helpdesk
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