Designing Six Sigma Support Centers

In-person Seminar. 2-day training seminar. Every type of contact center is complex and requires well-designed, quality-oriented processes to perform satisfactorily. Applying science to service processes can ensure that your support center performs at optimum levels.

Overview

Six Sigma is a rigorous and proven business methodology that uses data and statistical analysis to improve business performance. With the goal of increasing performance by eliminating mistakes, waste, and rework, Six Sigma provides a means to identify and prevent process variation -- or defects -- to improve predictability and success of business processes.

Applied to support centers, designing for Six Sigma is a proactive approach to maintaining your call center or help desk performance at an optimal level. Engineering or re-engineering your center to Six Sigma standards of quality can result in peak performance, lower costs, minimal wait times, and high customer satisfaction. This course covers proactive design approaches using Six Sigma centered methods. Participants will learn to apply science, engineering tools, techniques, and methods that create an optimized, high performance support center.

This class runs back-to-back with:

Call Center Metrics, Analytics and Reporting

You will learn:

What a Six Sigma design is
- How Six Sigma design applies to the call center and support center world
- What issues exist in IT help desk design and reengineering
How to use proactive methods to design or reengineering your center
- How to achieve optimal performance, cost, and productivity
- Principles and concepts for building in flexibility for future change
The science behind effective help desks and call centers
- Causal relationships and how to anticipate them
- How to function in a rapidly changing business climate
- Business life cycles and the phases of the S-curve.
How to develop and use effective SLAs
- The multi-dimensional aspect of service level agreements
- Where SLAs must be used and how to establish one
- The strategic impact of SLAs and how they affect every person in your center
Strategic support center engineering and reengineering
- Why having the latest, greatest, state-of-the-art equipment does not guarantee an effective center
- Tools and techniques for developing process sequences, setting targets, and leveraging technology
- How to use factoring to organize your processes, services, and products
How to get the center to function like a great team
- The definitions of operational and support roles
- How to setup an effective communication system
- Why communication within the call center is so important
- Terms that clarify communication between team members
Tools that provide a shared graphic language for a high performance knowledge dissemination system
The latest tactical process engineering methods for providing the very best performance
- How to calculating the correct staffing requirements
- Proper deployment of resources will be covered
How to integrate a strategic design into your helpdesk
- Reasonable expectations for every step in the journey to an effective center
- A take-home plan to get you started

Who Should Attend

This course is for professionals responsible for support center performance management, reporting, call center operations, or implementation of performance improvement strategies. Participants that will benefit most from the course include CIOs, COOs, VPs of operations, directors, designers, and managers, and those who are or may be pursuing CCCE certification or Six Sigma Black Belt credentials.

This course is highly recommended for those who are responsible for designing, setting up, revitalizing, or reviving a call center or help desk.

Certification

Designing Six Sigma Support Centers is a core course in the following training tracks:

Call Center Six Sigma Black Belt
Certified Call Center Engineer (CCCE)

Agenda

Day 1: Concepts, Issues, and Philosophy

Four road-blocks to improvement and how to break through them
The difference between efficient centers and effective centers.
The four traits of an effective center
What a Sigma is, and why Six
Six Sigma in the help desk and call center world
The methodology for call center simplification and optimization
Why technology has not solved your center's problems
Life cycle and its impact
- What it is
- What has happened over time
- The s-curve
Management science
- Details of queuing science and metrics
Effective SLAs
- The multi-dimensional aspect of service level agreements.
- The impact of properly built and communicated SLAs
- Building strategic SLAs for your organization
- The tactical and strategic importance of SLAs
- How to implement SLAs at your center
- How and where to use SLAs in metrics
Process Management Principles that provide a True North for operations
- First Principle
  - Product Process
- Second Principle
  - Decision-making (policy, strategy, tactics)
  - Division of Labor
  - Metric support for decisions
- Third Principle
  - Correct, Consistent, and Capable for Design, Improvement, and Sustainment

Day 2: Design, Engineering, and Reengineering

How to design or reengineer your center
- Defining management, supervisory, and agent roles and responsibilities
- Providing the tools required for each function
- Design approach for process design and script writing
- Process design and dependency development
- Key metric development
Advanced design and engineering
- Building, using, and understanding express lanes
- Help desk process segmentation
- The art of designing an effective triage
Building a knowledge dissemination system
- The six tiers of knowledge for running an effective support center operation
- Building the metric blueprint
  - Identifying key metrics
- Building the dependency diagram
  - Factor tables
  - Target settings
- Metric status reports
- Quick auditing tools
- Methods to assess correctness, consistency, and capability
- Strategic and tactical process viewer
Building a strategic plan for maintaining an optimal center
- Tools and methods for determining the correct staffing requirements
- Staff development for managers, supervisors, and agents
- Queuing theory and wait time optimization
- Tactical allocation of resources
- Effective grouping strategies
Integrating the strategic design into your helpdesk

Registration Fees

The per student registration fee for this seminar is $1,795, and includes the seminar, course materials, and refreshments.

Class begins at 9:00 AM and ends at 5:00 PM each day. Please arrive early the first day to sign-in and meet fellow attendees.

To register, click on the "Add t

Date	Location	Venue	Price (US Dollars)	Order
Sept 9-10, 2010	Seattle, WA	Location to be Assigned	Price: $1,795.00	Quantity:
Sept 16-17, 2010	Dallas, TX	The Adolphus	Price: $1,795.00	Quantity:
Oct 7-8, 2010	Philadelphia, PA	Location to be Assigned	Price: $1,795.00	Quantity:
Oct 28-29, 2010	Las Vegas, NV	The Platinum Hotel	Price: $1,795.00	Quantity:
Dec 9-10, 2010	Ft. Lauderdale, FL	Location to be Assigned	Price: $1,795.00	Quantity:

Payment is due prior to the seminar

If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within the week following seminar delivery date.

Public seminar cancellation policy

Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $500. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $500, toward any other Resource Center seminar. As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

Refunds

If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials. Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.

In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.

Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.

Seminar agenda and assigned instructors are subject to change.