Business Process Improvement:
Six Sigma and Beyond
November 20, 2008
Many different quality initiatives and business process improvement methodologies have come and gone over the years. This session presents one of the most popular and widely used process initiatives being used in the early 21st Century to improve customer satisfaction, improve operating efficiencies, and reduce errors in the workplace. Six Sigma has gained favor as a smart way to manage a business or department and a process that uses facts and data to drive business solutions that ensure return on investment and customer satisfaction. Whether your organization is planning a full-scale Six Sigma implementation or not, you’ll benefit from learning the basic steps of this business improvement process and how it applies to a variety of call center issues.
Seminar attendees will learn to:
• Define Six Sigma and other business improvement processes and their place in call centers today.
• Describe the process and tools that can be used to define business improvement projects.
• Identify ways to measure and analyze all types of customer and internal data.
• Describe alternatives for identifying potential solutions and doing a cost/benefit analysis of these options.
• Describe the process for implementing solutions and ensuring long-term success.
11/20/2008 2:00 PM EST
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