Page 381 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Design and Improvement of Service Processes—Process Management 341

The most important resources for professional services are well-qualified
professionals. Other resources include office spaces, an information system,
and specialized tools and equipment. Good design of the service process,
excellent project management and discipline, continuous training of profes-
sionals and supporting staff, facility design and layout, and equipment main-
tenance are the primary determinants of process success.
The answers to the following questions may be very helpful in designing
and improving a professional service process:
• How many of each type of equipment are required to meet a project
deadline?
• Which resources can be shared to assist in making up lost time?
• How many shifts and service providers are needed to minimize costs?
• How can the available resources be scheduled to meet the deadline?
The common decision variables for a professional service process include

• Staff schedules and shifts
• Number and type of service providers
• Project review times
• Hours of operation (overtime)

The common problems in pure service shop processes include
1. Excessively long service time
2. Poor customer service quality
3. Poor customer-provider interaction quality
4. Excessive number of errors
5. Excessive service cost
These common problems are often caused by
• Poor service process design
• Poor service provider training
• Poor scheduling
• Poor project management
• Poor equipment maintenance
• Poor service provider discipline and motivation

10.3.8 Telephone Service Process

Telephone services are provided over the telephone. They are unique from
other services in that the service is provided without face-to-face contact