Lean Six Sigma Demystified: Practical & Easy to Implement Ideas – A Handy Guide for Managers & Supervisors

Measuring performance is fundamental to any contact center operations whether it is a large or small. The measurement process is the primary data collection vehicle for management, yet few contact centers have a program or resources in place for identifying and improving performance measures. As a result, many managers operate with a haphazard collection of uncoordinated and often irrelevant performance measures. In this situation, wasteful utilization of resources can go undetected for long periods of time, objectives may not be achieved, and actions to correct deficiencies often attack symptoms instead of problems. To correct this, managers must recognize that measuring performance is a basic need of an organization and a fundamental responsibility of management. Most performance measurement efforts focus on doing things well, assuming that the contact centre is already providing the right products and services to its customers.

To be LEAN and efficient, the focus should be on a set of measures that answer the following questions:

• Are we providing the correct services to our clients using the most skilled agents?
• Are we providing those services in the best possible and most cost efficient way?

Many contact centers have not discussed with their front line agents or their team leaders on what the best strategy should be. Consequently, there is often a great need to go back and review the functions of the department in order to ensure that the right products and services are being provided by the agent. Using LEAN, key performance indicators and objectives can be identified for the delivery of those services. Goals can then be established to support the mission and objectives of the organization. The goals defined should be strategic, tactical, and operational, depending on the level of management that is being supported. They may include definition of quality, timeliness, resource utilization, or customer satisfaction. Performance measures are specific standards that allow the calibration of performance. Performance measures should be selected to support goals, objectives, and critical success factors. They are used to evaluate how well the delivery system is performing and to ensure that the correct products and services are provided.

In recent months, most discussions around Lean Six Sigma transformations in contact centers have evolved around managerial and strategic matters. Mohan Nair, a proven Lean Six Sigma Black Belt with 15+ years contact center management experience, will explore many of the misunderstood and forgotten elements of the original Lean Six Sigma model and foundational practices that comprises a good quality assurance program within contact centers.

In this continuing two part webinar, attendees will learn:

• Learn how proven LSS principles can be used for contact centers effectively and with little cost
• Understand the central role of QA, WFM and PMS tools for agent skill development and coaching
• Learn about LSS tools used to help team leaders and supervisors rapidly identify broken business processes, customer issues, and employee training needs and focus their efforts on agent interactions.

Why will attendees find this session valuable?
Innovative process re-engineering programs like Lean Six Sigma have heightened the ability of organizations to successfully capitalize on the value of the company's assets in significant ways. Yet, in the midst of all these performance improvement programs and initiatives most managers agree that the single greatest asset of the organization – the contact center is being underutilized. By applying Lean Six Sigma methods to current contact center quality assurance and training programs, managers have a tremendous opportunity to rapidly identify the root cause of and solve critical operational and ultimately customer experience issues – transforming the contact center from a cost center to a profit center that is the pivot for all customer interactions within the organization.
T

This 2 part webinar will cover applying Lean Six Sigma in the following areas:

a) Service Level Management

b) Workforce Management

c) People Management

Some concepts of Lean Six Sigma and 7 Deadly Wastes are reviewed from Part 1 introductory course. Tactical and strategic tips are shared as well as a case study for a global multi-national services organization operating in a multi-site 24X7 environment operating across 5 different time zones were customer satisfaction and employee turnover were rectified over a 6 month period which resulted in USD $750,000 in annual cost savings and USD$ 425,000 in sales revenues in 2009 at the height of the recent global financial recession. A case study for a single site location with less than 100 seats is also reviewed to provide the annual savings of a simple LEAN project that resulted in increasing employee satisfaction thus reducing wait times during peak periods and increasing sales.

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

As Director of Continuous Improvement, Mohan oversees Nair Consulting Group’s core operational functions, including workforce management training and implementing quality optimization strategies using cutting edge technology as a key lever in the new era of business. In this role he draws upon his 20-year track record in the customer service industry to drive continuous improvement across the organization using LEAN Six Sigma methodologies.

Prior to NCG, Mohan was the Director of Customer Delight Programs for Lenovo Asia, an $8 billion multinational corporation. While there, Mohan was responsible for multiple contact centers in the ASEAN region. Before that, Mohan was VP of Operations for HSBC Global Resourcing located in Malaysia for two years. He also held several senior management roles for Fortune 500 companies focused on customer support in Canada.

Mohan holds a MBA from the University of Southern Queensland, Australia and is a Certified Coach and Lean Six Sigma Black Belt. He has also completed Executive Management Training at the Duke School of Business in UK and the prestigious LSS Academy in Malaysia.

He has lectured extensively at Frost and Sullivan’s conferences and Contact Centre Asia forums delighting audiences with his unique insight into contact centers. Most recently he was the keynote speaker at the Contact Center Optimization Forum held in Toronto, Canada in June 2010.

DVD Price: $49.99 USD(plus 10.00 shipping and handling)

Back to Event Listings