Page 126 - Solid Waste Analysis and Minimization a Systems Approach

104 THE SIX SIGMA SYSTEMS APPROACH FOR DEPLOYMENT

Issue
Issue resolved Span Span Issue resolved
by self-help by call center
Customer
Yes

Solution
No
suitable and
complete?
Documentation

Can I handle?
Yes
Self-help
solution
No
No
“Close” issue
How to obtain
support?
Call

Web-based ACD
support

Yes Solution Staff
suitable and No Documents
complete?

Yes
Only after Can I handle?
research
Callback
No
Research

Staff 2

Callback Only after
research Yes
Can I handle?
Research

No Further
escalation
loop(s)

Figure 6.4 Process mapping.