please just do part 2 (a-b).
Here is the solution for part 1 by one of the experts in Chegg, but they haven't completed the second part of the question.
2- a) Using the Cause and Effect Diagram you created earlier, identify other possible factors that could affect call length and/or resolution. Assume the team has collected data on key variables identified in the Cause and Effect Diagram. b) What tools could you use to understand the relationship between these variables and call length and/or open tickets? These could include tools used in the Uncover Relationships or Model Relationships phases of VSS. Business Case: By reducing the average handling time, the call center representatives would be able to enhance the speed of resolution and assist the customers in the fastest possible manner. This will be done by providing continuous improvement training on how to understand issues well and live call monitoring and coaching that will help to assess the performance. Problem Statement: From last few months, the Average Handline Time (AHT) per call is very high and also there is problem with the call resolution rates. Call center representatives are not able to resolve the issues at very first time on call and they are tranferring such calls/tickets to senior claims analyst. Because of this, there are so many unsolved call tickets that needs to be responded as customer satisfaction is must when it comes to delivering a product or service. Goal Statement: To reduce the average handling time of call and resolve pending tickets Project Scope: When the call center representative picks up the call, they should greet the customer first, ask the issue in detail, understand their problem really well and try to resolve there & then. Project Team: Project Milestones: Phase Planned Start Date Planned End Date 1 Champion 1 Master Black Belt 1 Black Belt 1 Green Belt 1 Yellow Belt 3/4 White Belt Define 15-Dec-2020 4-Jan-2021 Measure 5-Jan-2020 9-Feb-2020 Analyze 10-Feb-2020 14-Mar-2020 Improve 15-Mar-2020 9-Apr-2020 Control 10-Apr-2020 20-May-2020 B) The questions that need to be answered by team in such scenario will be Why are you facing problem in the first instance, is this due to pressure or knowledge gap or casual approach? Are you able to grab all the details of the issue while listening to calls? Are you completely aware of the call handling process and speak concisely? Do you review your call recording, if there are any mistakes? Are you been mentored in an appropriate manner? . C) The team needs to understand what is required out of them to help the six sigma project as to understand the problem and then finding a suitable solution to it. Points that can be kept in mind for such scenario are mentioned below: . By having clear technical IVR directions to use. By providing proper responses to the customer. Know the reason of the complaint. Information needs to be passed accurately. Proper call & communication should be there, do it right first time. Take calls in less time (timeliness) and respond effectively. D) Machine Measurement Methods Staffing Training Approval Server Downtime Collection Consistency Processing Workstation Downtime CTPs not Measured Escalation Why High Lack of Documentation Day of the Week TAT? Inadequate Staffing Lack of Knowledge Base Week of the Month Inadequate Skills Lack of Escalation Matrix Month of the Year Lack of Experience Holiday Season Lack of Process Knowledge Materials Mother Nature People 2- a) Using the Cause and Effect Diagram you created earlier, identify other possible factors that could affect call length and/or resolution. Assume the team has collected data on key variables identified in the Cause and Effect Diagram. b) What tools could you use to understand the relationship between these variables and call length and/or open tickets? These could include tools used in the Uncover Relationships or Model Relationships phases of VSS. Business Case: By reducing the average handling time, the call center representatives would be able to enhance the speed of resolution and assist the customers in the fastest possible manner. This will be done by providing continuous improvement training on how to understand issues well and live call monitoring and coaching that will help to assess the performance. Problem Statement: From last few months, the Average Handline Time (AHT) per call is very high and also there is problem with the call resolution rates. Call center representatives are not able to resolve the issues at very first time on call and they are tranferring such calls/tickets to senior claims analyst. Because of this, there are so many unsolved call tickets that needs to be responded as customer satisfaction is must when it comes to delivering a product or service. Goal Statement: To reduce the average handling time of call and resolve pending tickets Project Scope: When the call center representative picks up the call, they should greet the customer first, ask the issue in detail, understand their problem really well and try to resolve there & then. Project Team: Project Milestones: Phase Planned Start Date Planned End Date 1 Champion 1 Master Black Belt 1 Black Belt 1 Green Belt 1 Yellow Belt 3/4 White Belt Define 15-Dec-2020 4-Jan-2021 Measure 5-Jan-2020 9-Feb-2020 Analyze 10-Feb-2020 14-Mar-2020 Improve 15-Mar-2020 9-Apr-2020 Control 10-Apr-2020 20-May-2020 B) The questions that need to be answered by team in such scenario will be Why are you facing problem in the first instance, is this due to pressure or knowledge gap or casual approach? Are you able to grab all the details of the issue while listening to calls? Are you completely aware of the call handling process and speak concisely? Do you review your call recording, if there are any mistakes? Are you been mentored in an appropriate manner? . C) The team needs to understand what is required out of them to help the six sigma project as to understand the problem and then finding a suitable solution to it. Points that can be kept in mind for such scenario are mentioned below: . By having clear technical IVR directions to use. By providing proper responses to the customer. Know the reason of the complaint. Information needs to be passed accurately. Proper call & communication should be there, do it right first time. Take calls in less time (timeliness) and respond effectively. D) Machine Measurement Methods Staffing Training Approval Server Downtime Collection Consistency Processing Workstation Downtime CTPs not Measured Escalation Why High Lack of Documentation Day of the Week TAT? Inadequate Staffing Lack of Knowledge Base Week of the Month Inadequate Skills Lack of Escalation Matrix Month of the Year Lack of Experience Holiday Season Lack of Process Knowledge Materials Mother Nature People
