Page 383 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Design and Improvement of Service Processes—Process Management 343

Customer Service Quality
The customer service quality in this case has two components: one is the
quality of the service, and the other is the quality of customer–service
provider interaction. The quality of service is the quality of the service
product, that is, the service provided. In the call center, the quality of the
service includes the correctness of the information provided. The quality of
customer–service provider interaction is mostly based on how happy the
customer feels about the service. It includes politeness of the service
provider and the tone of conversation. The total experience and feeling of
the customers during operator-customer interaction is a very important part
of process quality and customer satisfaction.

Number of Errors
The number of errors for telephone services usually means the average
number of wrong pieces of information that the operators give to customers
per call. It should be reduced to zero or near zero to stay in business.
Operator training is the key to reduce the number of errors. Sometimes the
number of errors could mean the number of telephone system errors, such
as failing to redial or switching to the wrong operator.

Telephone Service Process Analysis

Typical activities in a telephone service process include
• Customer call arriving
• Customer waiting for service
• Operator talking to customers and providing services
• Customer departing
The resources for telephone services include phone systems, computer
information systems, and well-trained operators. Good design of the call
routine process, capacity management, and training of operators are the
primary determinants of process success.

The answers to the following questions may be very helpful in designing
and improving a telephone service process:
• How many shifts and service providers are needed to minimize
costs?
• Which resources can be shared to assist in peak times to minimize waiting
times?
• What automation technologies can be used to minimize service times?
• How can calls be routed to minimize waiting times?