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Comprehensive Analysis and Improvement Plan for Call Center Defect Rates

DESCRIPTION

This plan outlines a systematic approach to analyze, improve, and control defect rates in a call center environment. It includes a thorough definition of the problem, data collection methods, and metrics analysis. We will use Excel and PDF reports to evaluate the effectiveness of coordinators and identify the sources of defects through various charts, including Pareto and fishbone diagrams. Recommendations for improvement will be made based on the findings, alongside control measures to sustain these improvements and enhance overall efficiency.

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Comprehensive Analysis and Improvement Plan for Call Center Defect Rates

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Presentation Transcript

  1. Overview

  2. Background

  3. Define • Measure • Analyze • Improve (make recommendations) • Control (suggestion for how to control)

  4. D DEFINE • Problem Statement • Metric • Defect Definition • Objective • Projected Benefits • Level 1 Process Map • Area of Focus

  5. M Measure • Data Collection • Excel • PDF • QA of two weeks of reports • Given vs. Calculated

  6. M Data Collection

  7. A Analyze • Measurement System Analysis • Where is the data coming from • How reliable is the data • Assumption and Concerns

  8. A Analyze • Metrics to measure dependent variable • Defect rate (actual counts of defect) • Number of defects per call per hour • Metrics to measure independent variables • Call traffic • Average number of coordinators per hour • Number of coordinators on duty per call • Day of the week

  9. A Coordinator effectiveness • Insert Histogram for defect rate per coordinator

  10. A Referring facility • Histogram for defect based on referring facility

  11. A Source Medical unit • Pareto Chart

  12. A Defects per hour • Pareto Chart

  13. A Admit service • Pareto Chart

  14. A Day of the week • Pareto Chart

  15. A Bed type • Pareto Chart

  16. A Time of day • Control Chart

  17. A Analyze • Fishbone Diagram (start from the flow chart) • Receiving Call • Identifying Availability • Conferencing Dr.s • Conferencing Nrs. • Data entry • Report generation

  18. I Improve • Recommendations: • Systemic • Etc…

  19. C Control

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