LeanSix
Sigma In Operations– A Practical Guide For Managers,
Supervisors and Team Leaders
It is 8 am on Monday
morning and before you place your cup of java down, you have
been notified by your command centre team
that your Service Level is in the red zone. To further complicate
matters, the nice summer weather and the latest federal ministers
meeting in your city has caused delays for your staff that rely
on public transportation. Your usual suspects have called in
sick and are not reachable by phone. Does this sound familiar?
They're every manager's conundrum. If this is still how you think
and live your Monday’s, then you're wasting everyone's
time, including your customers and stakeholders. You must take
your game to the next level.
If operational reviews,
service level management and crisis management are going to be
valuable management tools — and they can
be — you're going to have to put more skin in the game by
coming up with a whole new strategy and game winning tactic in
addressing some of the common contact centre issues. If you're
not already doing this, start checking in with employees weekly
or biweekly to talk about their roles in your contact centre. This
is when you talk about what's working and not working, what your
employees are struggling with, and how they could use your help.
By the time the operations meeting rolls around, there shouldn't
be any surprises and you shouldn't need to dwell on the past. Instead,
use that time to plan for what's to come. When you sit down to
review an operational plan with your team leaders and supervisors,
how much time do you spend going over events that have already
happened?
Here’s where the traditional daily operational review reveals
how you and your managers, are falling short: If you’re still
trying to cram a whole year’s worth of forecasting, planning
and decision making all into one clandestine meeting with your
client, stakeholders and team you’re probably shortchanging
your employees and bosses during the rest of the year.
The operational review of your contact centre may become an excuse
for managers to skip the ongoing feedback that is necessary for
their personal and professional development. Instead, your clients
and bosses often save up the good and the bad for one annual conversation
which is too late to be meaningful for you as a contact centre
leader. "Operations" isn't a category of product all
by itself. Few, if any, would identify themselves as being in the
contact centre operations business. Instead, it's more helpful
to think of operations as a super-category into which you learn
more about yourself, your teams and your industry (and perhaps
even profession) as you grow. It is not for the faint of heart,
this is not for everyone. In this seminar course participants will
learn the basics of Lean Six Sigma and how it can be used in relation
to the Contact Centre Operations.
This
webinar will cover applying Lean Six Sigma in the following areas:
a) Service Level Management
b) Workforce Management
c) People Management
The basic concepts of Lean Six Sigma and the 7 Deadly Wastes are
reviewed in detail and root causes that cause mayhem and frustration
for managers within the contact centre. Tactical and strategic
tips are shared as well as a real life case study in which high
turnover and customer dissatisfaction were rectified over a 3 month
period which resulted in $250,000 in savings.
In Addition - All
Participants will receive:
-Free
Direct Access to the presenter after the webinar for inquiries.
-A Certificate
of Attendance
-A copy
of the presentation slides.
Who Should
Attend?
This webinar is directed ,Managers, Supervisors,
Team Leaders and/or anyone involved in Contact Center Operations.
Course Leader:
Mohan
N. Nair
MBA,
Lean Six Sigma Black Belt
Mohan
has been involved with the services industry for the past 15
years with cutting edge and innovative companies like Microsoft
Canada, United Parcel Service and the Canadian Imperial Bank
of Commerce (CIBC). He was most recently the Director of Customer
Delight Programs at Lenovo Services Asia Pacific. Prior to
that, he was the VP of Shared Services for HSBC Global Resourcing
located in Asia.
Mohan is a graduate
from the University of Southern Queensland and holds a Master
of Business Administration. He is a Certified Lean Six Sigma
Black Belt holder and is passionate about continuous improvement
and innovation strategies within contact centres using human
capital and technology as key levers in the new economy.
He has delivered keynote
speeches to audiences on the unique strengths and benefits of
contact centres within an organization. His key messages touch
on the knowledge and understanding of the three pillars of services;
people, processes and technology.
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