![Team Charter ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],While the department goal is to respond to 100% of e-mails in 48 hours, the goal of this project is to achieve a 72% rate. This project was initiated as a result of Voice of the Business feedback.](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Contact Center Six Sigma Summary
- 1. Flagship E-mail Turnaround Project Control Tollgate Presentation
- 9. Process Defects 58% of defects within the process sample were received Friday through Sunday.
- 12. Pilot Pre-Pilot 1.61 Sigma 2.09 Sigma Special cause data points include items sent to other departments, July 4 holiday, and the loss of 1 FTE to disability.
Editor's Notes
- 40% defects over 4 th quarter 2002. Project will reduce to 25% based on 48 hour allowable turnaround. Overtime costs will be reduced by 25% Cost of poor quality: 2002 overtime: over $45,000 for the year. FS & Voyager Backup during weekdays: Estimated at over $150,000 per year in lost productivity. Total of $195,000 per year in Cost of Poor Quality. Savings of 25%=$49,000 Savings of 50%= $97,000
- Refer to actual survey:
- Illustration of all defects within sample 42% overall defect rate for the sample, which is consistent with the total population. 58% of all defects are from e-mails received on a weekend (Friday, Saturday, Sunday)