Page 145 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

120 Chapter Six

Direction of improvement Meet time expectations Do it right the first time Competitor 1: Rental car Competitor 2: Dealers

Direction of improvement Know my business and offers Save money and enhance productivity Know our products and processes Importance of product attributes Relative importance of product attributes Competitor 3: Competitor A Competitor 4: Competitor B
Maximize 1.0 Talk to one person Answer questions Adequate follow-up
Target 0.0 Consultative Courteous Our product Target values
Minimize −1.0
1 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 7 8
Direction of improvement 1
Meet time expectations 1 102.0 11.8 2 44 3 3 = 80% first call resolution 1
Know my business and 2 129.0 14.9 3 3 2 3.5 4 Discovery document 100% 2
offers complete
Save money and enhance Deliver 100% of productivity
3 120.0 13.9 4 2.5 3 3 3 3
productivity promises
Do it right the first time 4 126.0 14.6 3 3 3 33 = 80% first call resolution 4
80% of AMs/CSAs score >=2
Consultative 5 92.0 10.6 4 3 2 33 5
on competency model
Know our products and 6 133.0 15.4 3 0 0 0 0 80% of AMs/CSAs score >=2 6
processes on competency model
Talk to one person 7 66.0 7.6 3.5 4 4 3.53.5 >= 80% first call resolution 7
Answer questions 8 57.0 6.6 3.53.53.53.5 3.5 >= 80% first call resolution 8
80% of AMs/CSAs score >=2
Courteous 9 27.0 3.1 3 33 3 3 9
on competency model
100% service requests closed
Adequate follow up 10 13.0 1.5 24 2.5 3 3 10
by promise date
Importance of product
1 102.0 129.0 120.0 126.0 92.0 133.0 66.0 57.0 27.0 13.0
attributes
Trade offs
Relative importance of
2 11.8 14.9 13.9 14.6 10.6 15.4 7.6 6.6 3.1 1.5
product attributes Synergy + 1.0
Our product 3 2 3 4 4 3 3.5 3.5 2 Compromise − −1.0
Competitor 1: Rental car 4 4 3 2.5 3333 3 0 44 3.5 3333 4
Competitor 2: Dealers 5 4 2 3 2 0 3.5 2.5
Competitor 3: Competitor A 6 33 3.5 3 3 0 3.5 33
Competitor 4: Competitor B 7 4 3 3 3 0 3.53.5 3.5 3
Target values 8
= 80% first call resolution Discovery document 100% complete Deliver 100% of productivity promises = 80% first call resolution 80% of AMs/CSAs score >=2 on competency model 80% of AMs/CSAs score >=2 on competency model >= 80% first call resolution >= 80% first call res

1 2 3 4 5 6 7 8 9 10
Figure 6.9 Correlation.

Weak Hows
The team needs to look for blank or weak Hows (all entries are inverted
deltas). This situation occurs when CTS requirements are included that
do not really reflect the customer attributes being addressed by the QFD. The
Black Belt and his or her team may consider eliminating CTS requirements