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(Mt) – University of Florida Lean Six Sigma Case Study Discussion

IMPROVING BANK CALL CENTER OPERATIONS Project on the Lean Six Sigma Green Belt course Contents Introduction .. 2 Data tables 4 Exercises and time estimates . .6 1|Page Copyright 2016, Simplilearn, All rights reserved. Introduction First Wealth Bank had outsourced its customer interactive services operations to Customer Calling Services (CCS) about 5 years ago. First Wealth Bank guaranteed minimum volume of 300,000 calls per year with the rate of $4.50 USD. Over the last two years, the service performance of CCS has deteriorated to such an extent that First Wealth Bank is considering cancelling the contract. CCS has been collecting the data on the duration the representatives were available to answer the calls and the hold time. The data for the last few months is shown in Table 1. The performance measures that were of interest to First Wealth Bank were: 1. Provide first call resolution to at least 75% of calls 2. Resolve minimum 90% of inquiries within 5 days Furthermore, First Wealth Bank was monitoring the data on number of people who were unable to s from CCS. The Quality Assurance (QA) department conducts regular inspections of recorded conversations between the callers and representatives. A rating based on the scale of 1-5 is assigned to the calls based on friendliness, accuracy, and suitable advice given to the callers. The table below shows the description of ratings: Ratings Definition 1 Perfect response 2 Good response 3 Average response 4 Poor response 5 Very bad response It has been observed that the quality check results of the two QA analysts, John and Miranda, vary sometimes. Therefore data for 20 voice recordings was 2|Page Copyright 2016, Simplilearn, All rights reserved. collected to verify the repeatability and reproducibility of QA activities. Table 2 shows the results of their assessments for each voice recording. A couple of other problems with CCS are their inability to hold on to the experienced workforce and the time it takes to hire experienced individuals. CCS decides to hire an expert on Six Sigma methodology to help them improve the call center operations and to improve the performance to a level that is acceptable to the client. CCS also wants to ensure that the Average Handle Time (AHT) is maintained during the course of this project. CCS has 6-8 months to turn around the performance of the company or potentially lose contract. 3|Page Copyright 2016, Simplilearn, All rights reserved. Data Tables Table 1 HISTORICAL BASELINE DATA (Table 1) Month Number of Reps Number of Calls AHT First Calls Resolution 5 Day Resolution Jan-14 20 22,858 4.17 16,458 15,822 Feb-14 20 28,963 3.40 22,910 22,092 Mar-14 20 23,070 4.91 15,826 16,697 Apr-14 19 29,933 2.46 26,375 21,454 May-14 19 26,633 4.49 15,554 19,663 Jun-14 19 27,638 3.97 21,266 20,788 Jul-14 19 24,553 2.93 23,167 20,136 Aug-14 20 29,897 3.27 19,913 22,544 Sep-14 20 23,418 4.05 16,346 18,788 Oct-14 21 22,901 3.89 18,756 14,910 Nov-14 20 22,250 5.59 15,308 15,301 Dec-14 20 27,482 4.02 16,324 22,585 Jan-15 20 24,599 4.67 20,366 17,138 Feb-15 20 26,413 3.14 25,281 15,187 Mar-15 19 24,840 4.87 16,221 17,691 Apr-15 19 27,011 3.43 17,368 17,708 May-15 18 21,166 4.85 17,400 14,749 Jun-15 18 28,871 3.62 26,417 21,618 Jul-15 17 24,515 4.19 21,003 19,949 Aug-15 19 21,244 3.73 14,573 14,191 Sep-15 20 29,950 4.02 23,766 22,833 Oct-15 20 21,387 6.08 14,950 14,990 Nov-15 20 23,906 3.57 18,848 19,047 Dec-15 20 27,199 4.03 24,115 24,258 4|Page FCR % 72.0% 79.1% 68.6% 88.1% 58.4% 76.9% 94.4% 66.6% 69.8% 81.9% 68.8% 59.4% 82.8% 95.7% 65.3% 64.3% 82.2% 91.5% 85.7% 68.6% 79.4% 69.9% 78.8% 88.7% 5DR % 69.2% 76.3% 72.4% 71.7% 73.8% 75.2% 82.0% 75.4% 80.2% 65.1% 68.8% 82.2% 69.7% 57.5% 71.2% 65.6% 69.7% 74.9% 81.4% 66.8% 76.2% 70.1% 79.7% 89.2% Copyright 2016, Simplilearn, All rights reserved. Table 2 Voice Sample 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 5|Page Table 2 Master Appraiser John Trial 1 John Trial 2 Miranda Trial 1 Miranda Trial 2 3 3 2 3 3 2 2 2 2 2 2 2 2 2 2 4 4 3 4 4 2 1 1 1 1 5 5 4 5 5 4 4 4 5 4 3 3 2 3 3 3 3 3 3 3 4 4 5 4 4 2 2 1 2 2 3 3 3 3 3 5 5 4 5 5 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 4 4 3 4 3 3 3 3 3 3 2 2 2 2 2 Copyright 2016, Simplilearn, All rights reserved. Exercises Read case study then answer the following questions Exercise 1 Process capability Indices Using the data given in Table 1, determine the process capability indices for performance metric. Provide the appropriate interpretation for the process capability indices drawn, based on the available data. A. First Call Resolution . The specification limits for the FCR are; LSL=75% and USL=100%. B. 5 Day Resolution . The specification limits for the 5DR are; LSL=90% and USL=100%. Exercise 2 A. What kind of data is shown in Table 2? Which method would you use for measurement system analysis (MSA) to verify the repeatability and reproducibility of QA results? Conduct the appropriate MSA. B. Determine the potential causes why CCS fails to meet First Call Resolution targets consistently. C. Brainstorm and propose solutions for elimination of causes for failure to meet FCR targets. Exercise 3 FMEA Identify potential failure modes and their effects for the solutions proposed in Exercise 2 using learning on FMEA. This Project is a part of your assessment. Good Luck! 6|Page Copyright 2016, Simplilearn, All rights reserved.

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