six sigma - 8 types of waste in customer service
TRANSCRIPT
Six Sigma: 8 Types of ‘Waste’ in Customer Service
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Presenters
Stefan CaptijnDirector of Solution Marketing
Genesys
Keith PearceVP of Solution Marketing
Genesys
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Agenda
• Customer Experience beneath the surface• What is Six-Sigma?• Analyzing Waste• 8 types of Waste in Customer Service• How Genesys Can Help
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Front office
Back office
Customer Experience: It’s What Lies Beneath
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Most Front Offices Are Effective & Efficient
“How can I help you?”
5
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Back Offices Are Organised Quite Differently…
“Where do I start?”
6
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Wasted-Unproductive Time
Everyday
Employees processing work in the back office… lose about 17 minutes of every hour of their time…
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What is Six Sigma?
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Six Sigma Approach: Analyze ‘Waste’
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Analyzing Waste
•Understand where in the process:
• What is being wasted?
• What is the cause?
• What can be done about it?
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Waste #1: Talent
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Waste #2: Inventory
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Motion
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Waste #3: Motion
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Waste #4: Waiting
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Waste #5: Transportation
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Waste #6: Defects
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Waste #7: Over-Production
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Waste #8: Over-Processing
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Workload v/s Workflow
Enterprise Workload ManagementA business priority routing decision engine
Who
Where
When
Task Routing Prioritization
Workflow Process A sequence of repeated and/or connected steps
What
Why
How
Process Steps
Who? ...is the customer and the priority
Where? ...is the best skilled resource
When? ...is the routing rule as defined by customer
What? …is the task to be completed
Why? …is the specifics or purpose of that task
How? …is the required steps to accomplish the task
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What If You Could...
What would the world be like if you had the same insights across the enterprise as you do in the contact centre?
Have insight in enterprise workload and volume patterns?
Understand the real efficiency of your teams?
Build work schedules for everybody involved in the service chain based on competencies not just where I am sitting?
?
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Enterprise Workload Management
Implement forecasting and scheduling capabilities across
the Enterprise
2Match workload to
resources
Design your Employee Competency Framework for the
Enterprise Workforce
3Leverage/Develop
Employee Skills
Switch from ‘passive’ to ‘active’ work distribution
1Ensure Deadlines
Are Met
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Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1
Front Office IN IN IN
Corporate Systems
Human Resource Management
Customer Relationship
Management
Financial Accounting System
Operations Management
Project Management Voice
Field/ DespatchManagement Back Office
How it is today..
Maria Joanne MaryLiz Alan Sam GeorgeMikeRick Paula Don BillPhil
The People Front Office Management Back Office Field/Despatch
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The Role of Genesys..
Genesys
Maria Joanne MaryLiz Alan Sam GeorgeMikeRick Paula Don BillPhil
The People Front Office Management Back Office Field/Despatch
Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1
Corporate Systems
Human Resource Management
Customer Relationship
Management Financial Accounting System
Operations Management
CLIENT SERVICE CHANNELS
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Enterprise Workload Management...
...control what work item goes where,based on who is best skilled to handle andwhat is the best work sequence.
Determined by your business rules...
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“With Enterprise Workload Management, we’re getting the most important and high-value work done first…
We don’t wait until the end of the month and realize we’ve missed critical work”
Kevin Hurst, FirstEnergy Corp
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Summary
• Customer Experience needs to be managed ‘end to end’
• Traditional approach often falls short
• Enterprise Workload Management delivers:- Insight in employee performance- Deliver work in time to the right employee- Forecasting & Scheduling for ‘off queue’ work
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Ask the Experts!
For more information, please visit
www.genesys.comEmail us:
Stefan CaptijnKeith Pearce
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Upcoming and On Demand Webinars
Upcoming WebinarGenesys in Action Webinar: Seamless Cross Channel Customer ServiceJuly 17, 2013
On Demand WebinarsOne-to-One Customer Service Best Practice #1: Maximizing Customer Value
One-to-One Customer Service Best Practice #2:One-to-One Routing
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