Page 299 - The Handbook for Quality Management a Complete Guide to Operational Excellence

D e f i n e S t a g e 287

CUSTOMERS

• User • Technician

OUTPUTS • Customer can’t find number • Customer gets ‘wrong number’ message • No caller ID • VRU drops call • VRU routes call incorrectly • VRU loses call • Wrong person answers call • Call queued • Customer annoyed by upsell • Call goes to wrong person • Call is lost • Call goes to queue

NOT Easy to Contact BBTM PROCESS Customer tries to find number Customer calls call center Enter VRU CSA answers call CSA obtains credit card information. Upsell. CSA transfers call to technician Example SIPOC analysis for identifying key stakeholder groups (Pyzdek and Keller, 2010).

• Customer doesn’t know where to look for number incorrect • Dial phone incorrectly • Customer makes wrong VRU selections • CSA sees no customer info • Customer presents issue CC info • Customer won’t listen to upsell • CSA selects wrong transfer option • Phone system error
INPUTS • Number in manual is incorrect question or • Customer won’t give

SUPPLIERS • Phone company • Product • Internal computer systems • Internal phone systems

Figure 13.12

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13_Pyzdek_Ch13_p265-292.indd 286 11/9/12 5:14 PM