Posted on

Six Sigma Case Study: How to reduce the Training Period of New Hires

I got an interesting question yesterday, and by answering it, I believe it would provide value not just to the person who asked, but to everyone else going through the same predicament. So I’m sharing it here, and it goes like this:

“I have 16 FTE process and team divided into three complexities working on claims.

I am into insurance process and would like to do a Six Sigma Green Belt project on learning curve for the process training.

Currently the training period is for 36 weeks. So if I want to reduce the training period to less than what currently it takes, what all things have to be considered?

How to exactly go about this? Please suggest.”

On a high level, my recommendation is as follows:

Continue reading “Six Sigma Case Study: How to reduce the Training Period of New Hires”

Posted on

True or False: Work expands to fill the time available for its completion

Parkinson’s Law states that work expands to fill the time available for it’s completion.

What this means is that normally, if you were to be given 1 hour to finish 3 tasks, you will probably consume the full hour just to complete those 3 tasks at hand.

Had you been given 45 minutes to finish the exact same 3 tasks, within reason, you would most likely be able to complete it as well, though probably in a more rushed manner.

Continue reading “True or False: Work expands to fill the time available for its completion”

Posted on

The 4 Proven Building Blocks for Best-in-Class Customer Satisfaction

Do you work in the contact centre or call center industry? Are you looking for ways and means to improve your CSAT or Customer Experience scores?

If you answered yes to any of the questions above, then this article is meant for you, as I will share with you the 4 crucial building blocks on how to improve customer satisfaction.

Hint: It’s not just about Empathy and Rapport. If you do any sort of customer service, then it is assumed that you are already doing proper Empathy and Rapport. The strategies I’m about to share with you extend beyond that.

For over 10 years, I have used these strategies with great success, regardless of whether your service center is in-house, or a BPO.

My objective in sharing this is to help make this world a better place. Imagine a world where everywhere you go or anyone you speak to, you’ll be treated with excellent customer experience.

I hope that this article would bring value to you as a reader, and that you implement some of the best practices indicated below, as applicable to your organization, so that you, your children, and the next generations can experience a world filled with great customer experience.

Continue reading “The 4 Proven Building Blocks for Best-in-Class Customer Satisfaction”