Using Lean Six Sigma To Improve Help Desk Performance

The benefits of Lean and Six Sigma came into light when a project in India brought them together onto the desk of a financial firm. Not only the customer response time was reduced but also the productivity faced a significant boost. Also, the employees attained a firm grasp on the reasons of benefits of methodologies relating to the Six Sigma programs. 

A management team after exploring more than 25 issues with critical-to-characteristics finally chose a help desk project to ensure a good customer service. Also, a cross functional team was appointed to checkthe reach of customers to the help desk and the cause of dissatisfaction to the customers. A charge of developing and testing ideas was also given to the same team to reduce the waiting time and improve support system of the firm.

The Customer Time: 

Three things were kept to be the main focus for customer satisfaction mainly. 

  

1: What is its importance to close calls? Resolution in general is considered to be more important than responding for a follow up at some time soon. So, response time for the customers must be kept as the first phase of any business.

2: Departments which are nit a part of the project delays the customer response time or the resolving time more often.This reason further caused officials to think about the problem and thus invention of fixes for a fast response time without delays.

3: Different type of calls require different amount of time for resolving, with the average time of around 12 days for each call. The goal was to reduce this time by 85%, means bringing it down to less than 2 days. 

The team needed to understand ‘Why’ irrespective of "When" and "What" most basically. Like "What the problem is or when it will be resolved were taken over by why did the problem exist?” for heavily quicker customer support.

Fixation

Leaning the methods was however looked upon for cutting the waiting time after analyzing arrival time, waiting and the time of processing of each call.

After examining these three things in detail, a mapping was done to which the outcome was the confused bulk of communication lines between customers, help desk and customer care operators which is responsible for response time delays .

On the basis of this, an improvement plan was developed:

• Included measuring the average call time.
• Staffers then took care of the backlogs in case of delay over 2 days.
• Calls in queue were answered based on first-in and first out-basis.
• Difficult calls then were swept on a daily basis.
• Special attention calls were handed to the personal assisting team.
• Cause for calls delayed longer than usual was found by another team assigned for the same.

However, for a first few weeks the delays went lower than usual interval but after that the customer response time was reduced by 66 percent. After 5 to 6 weeks, further 85% decrement was observed in the customer responding time. Now, the staff has been handling 250 calls on a daily basis.

"It’s become a lot easier now" is what seems to the firm now. 

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Which Certification is Right for You – Six Sigma or Lean Six Sigma?

On the off chance that one is anticipating a profession opportunity in Quality Management certainly will favour the value of the resume provided that the recipient is qualified from Six Sigma or Lean Six Sigma. As many of the organizations and associations are taking up approaches and methodologies of Lean Six Sigma for the purpose of quality management, it is prescribed to take up a Lean Six Sigma Green Belt for not only beginners but also for those who are experienced enough with their work. 

Picking the Right Accreditation Body:

As there is no official body assigned to exclusively direct Six Sigma and Lean Six Sigma trainings and certifications to qualified trainees, numerous organizations have built up their own particular rules and offer trainings and affirmations. However there are two authorizing bodies that are the most noted and perceived by the main worldwide associations and bodies.

1. American Society for Quality (ASQ), a worldwide group of individuals devoted to Quality and Six Sigma which guarantees that training and accreditations are directed by industry standards. It is prudent to guarantee that your Six Sigma preparing accomplice gives courseware authorize by or as per the rules laid by ASQ. 

2. Global Association of Six Sigma Certification (IASSC), like ASQ, is a decent, outsider confirmation body that encourages and conveys all Lean Six Sigma certificate examinations for experts who qualify eligibilities.

Picking Your Training Partner:

Six Sigma and Lean Six Sigma both include profoundly specialized techniques and tools and skill in use of applicable ideas. A few pointers to remember before enlisting to any preparation and accreditation establishment are;

Association's Accreditation:

While picking the preparation accomplice, ensure to pick one which is properly licensed by either ASQ or IASSC. The correct accreditation body would rely on upon the students’ course decision (Six Sigma or Lean Six Sigma).Additionally, the organisation ensures to follow the blue print of the examination pattern.

Method of Training:

The student ought to consider a preparation accomplice that offers preparation in a mode that is reasonable and have choices. Some preparation accomplices offer trainings under classroom workshops; teacher drove online classroom and online self-learning choices. 

Preparing Duration: 

Some preparation accomplices offer numerous span alternatives for the trainings. Some are fresh for a term of maybe a couple days, while others are more explained and last up to 4-5 days. In light of the pre-readiness level one can pick between the two. 

Certification Eligibilities, Examinations:

Six Sigma:

Eligibility – As depicted, ASQ obliges contender to have no less than 3 years of full-time involvement in one or more areas said in the SSGB Body of learning. 

Examination – Each competitor needs to pass a composed, various decision exam directed by ASQ. The exam is 4-hour long and involves 100 inquiries offered just in English Language.

Lean Six Sigma:

Eligibility – There are no set qualification prerequisites for taking up the IASSC Certified Lean Six Sigma Green Belt Examination. 

Examination – the pattern consists of 100 objective queries of which the competitor should score 385 points out of 500 to declare pass.

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Quality Management System and its Impact

What is the quality management system?

The quality management of the Six Sigma approach is definitely something that almost all the industries have adapted to. There is possibly no one who can just deny the fact that the using of Six Sigma did no positive changes on the quality of their products and services. The quality management approach and its applications are responsible for this.

For sure one thing has definitely happened and that is the growth of the Six Sigma continuously. It is only because it has shown enough of help in the particular field of growth. The basic reason why it has been so much accepted is the fact that is extremely descriptive with an acceptable definition and also it has a base that is well perceived.

It is also no doubt extremely organized as well as follows a method that follows a method that is very systematic. The customer defund defects can necessarily decrease with the utilization of this particular process.

The concept of Six Sigma was introduced in the sector of manufacturing as the aim was to make quality products. But now it has spread its wings in the service sector as well as the concept includes the same kind of quality to be maintained till it is delivered.

The possibility of integrating it with other management programs:

There is a possibility of well integration of the Six Sigma to other management programs. It is all possible due to the state of the art tools.

What one can state to be the best part of the program is the fact that the concepts of this program that is also the basic and the most fundamental one tend to remain the same with each and every other program. The changes only takes place in the particular way that the quality management program changes.

One can find many possible similarity between the programs of Six sigma and that of the particular management program in which this kind of integration can work.

Six Sigma V/S the TQM system:

If one accepts the idea that the Six Sigma has brought a very different era in the TQM system then it will definitely not be wrong. But one should understand that Six Sigma has brought some improvements in to this and also led into a business value but then the still most effective approach title is held by the TQM.

But it is also a non-avoidable scenario that the Six Sigma basically starts where the TQM unfortunately halts. Rather the Six Sigma helps it by taking it in to a totally different level altogether.

Aspects of the Six Sigma that matters:

The following are the points that actually matter:

•  It is basically a fact based option. It collects an enormous amount of data to work. Thus they have the most practical approach.
•  It is basically a top to down approach program. It needs a strong leader to maintain the things
• It allows a very proper customer management program.

The requirement of the Six Sigma management program is increasing on a daily basis with the industries evolving and the rise of the demand for the Six Sigma managers.

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How can Six Sigma Certification Help You in Your Near Future?

Six Sigma certification has become quite important these days. But many of them are unaware of this term. It is a very useful certification as it would surely help in your future. It is about improving a process by eliminating the defects contained in it. These days’ people are required to know about this certification as it makes your work easier for career opportunities with a high salary as well.

Background of the Six Sigma

Six Sigma was first in 1986 by an engineer. It has been beneficial to the business organizations to a great extent. But soon after that it has been found that it has also made its place in several other industries. As a result more people are going in for training for the Six Sigma certification.

How is Six Sigma helpful for your career?

If you go through the Six Sigma and use its applications in your work, it may be something very good for your future. The presence of a Six Sigma certification implies that you are focused on improving your business or in other words you can say that it makes you different from the others. Thus, this certification will often make you feel extraordinary.

As a result, there will be a better scope of employment with a good salary. Six Sigma certifications are considered respectful because they are very difficult for one individual to get and recruiters know about this fact. Also, those who know about Six Sigma they know methods to make the business processes better, minimize costs, increase revenue etc. Therefore, it helps in the business.

The training makes the students learn about leadership qualities. If one has achieved the Six Sigma black belt level, then he will be taken as an agent in the organization. You can get promotion too if you have achieved the Black belt and you may get better options then.

How are the organization benefited from Six Sigma?

The advantages of using Six sigma for improving your business are as follows-

• Making the customer satisfied with the product is very important and for that you need better process and quality.
• It leads to loyalty of the customers. The customers who are contented with the quality are usually loyal and often return back in future for buying again. Thus the customers should be kept satisfied.
• When your customers are contented and happy, then they will return again which will lead to increase in revenue and share prices.
• Good results will lead to a better bonding among employees which will create even better results then. Thus employee satisfaction is important.
• You can also see good partnerships if one company does well. So, in this way many will try to adopt Six Sigma trainings.

It is evident that Six Sigma helps you as well as your company to move forward on the path of success by improving the processes which makes your company prosper and your customers happy.

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Applying Six Sigma to Software Implementation Projects

Software development obviously needs the help of the Six Sigma methodology. One definitely knows about this. The Six Sigma can be well applied to the software implementation as well. One should know that generally two problems one of which is handling customer requests while the other is of implementation of a schedule. These two problems are extremely common in the failure of software projects. The following two cases will help one understand the role of Six Sigma in handling these.

Case 1: Understanding what the customer needs:

Supposedly a customer is too fickle minded and keeps on changing his requirements. Instead of getting annoyed the Six Sigma methodology can help in the following understandings:

One should always begin with customer goals:

In this particular method the customer needs are taken special care of. These needs are not only studied with the help of the interviewed questions about what they require but also the actual results of what and how the products are selling. A perfect record should be maintained and dealt with.

Prioritising after selecting the most appropriate from the facts:

This point of view is mostly related to how one should make the priorities that they should work on. The prioritisation should be done after carefully analysing the fact reports of the products and the actual consumer needs. This can only be successful in promoting a very logical way of decision making.

Case 2: Understanding the capability of the process:

What if one is late to submit an assignment or project on time and has got a warning letter from the boss on behalf of the team he is working with? The following points really need to be considered in this place:

The six sigma manages to allow people know that what the actual size of the problem is. The Six Sigma generally manages to check that what kind of relation generally exists between a customer and the team that is working towards their service. With the Six Sigma people can measure the capability very easily.

With Six Sigma around it will become definitely known that without logical thinking and reasoning no answer can be provided. Speed is another factor or responsibility that is essential for the Six Sigma procedure. The size or the weight of the particular project is what matters the most.

The Common Theme

The quote that states that managing is a fact determines what six sigma really it is. The Six Sigma process is definitely one of the rare that helps in correct organized and understanding of the customer needs. One needs to understand that the Six Sigma is the best to opt for in case they own a business. This process of Six Sigma can provide with the best possible results that one can ever think about. The basic concept of running the Six Sigma is depending on the facts for it.

This particular article will definitely help one understand that  how and why the concept of Six Sigma should be applied to the software implementation projects?

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The History of Lean Six Sigma

This is a short guide on the basics of Lean Six Sigma for beginners just starting out and wanting to know more. But before we jump into Lean Six Sigma, let’s find out what Six Sigma is all about.

What do you understand by Six Sigma?

Six Sigma is a complete and flexible system for achieving, sustaining and maximising business success by improving quality standards.

What allows Six Sigma, to stand aside?

The main objective of Six Sigma is based on a comprehensive understanding of customer needs, disciplined employment of facts, data analysis and statistical analysis and diligent attention to managing, improving and reinventing business methods. The whole philosophy is to achieve greater business success.

What is the Methodology of Six Sigma?

The methodology is developed around the concept of “process variation” can be reduced with advanced statistical tools. What does this mean? For example it can mean changing between the waiting time at a call centre call between ten seconds and three minutes.

The ideal goal is to create a process so that it will be 99.9997% defect free or it may produce only up to 3-4 defects per million opportunities. Put in real world terms, this means only 3-4 broken light bulbs per million produced or 3-4 customer calls from a million with waiting times exceeding a minute.

Put in statistical terms, this implies that a process centring the target has six standard deviations (sigma) between the process mean and the nearest specification limit. Hence the name, “Six Sigma”.

The Five Different Stages of Six Sigma:

Six Sigma is built based on a DMAIC framework of five stages:

• Define,
• Analyse,
• Measure,
• Improve, &
• Control

All of these phases contain a special set of techniques that helps the problem solver through the process of improvement from beginning to end.

What do you understand by “Lean”?

Lean is a specific set of tools developed specifically to reduce waste related to the flow of materials and information in a process from start to finish. The ultimate goal of Lean is to recognise and eliminate every unnecessary and value-less steps that a business process may have. This helps in streamlining production, improving quality and gaining customer loyalty.

What do you understand by Lean Six Sigma?

This is the result of a lot of theorists working on creating a system that can be more and more efficient. Starting in the 80’s, consultants trained in both techniques realised their potential to work in conjunction with each other and worked on creating a different set of tools for Six Sigma which is both aiming to improve quality while also being Lean and reducing waste. This is how Lean Six Sigma was created.

Lean Six Sigma is a combined approach to management where the strengths of each process is maximised and weaknesses minimised. Lean Six Sigma has become ever popular these days. LSS first works on using Lean techniques and tools to identify and reduce waste and increase production velocity. After which, Six Sigma is implanted to identify and eliminate process variation. Combined, they create a comprehensive system.

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