Assignment2 CTQ,Specification Limit and Defect Opportunities
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The document discusses key metrics for a customer call center including critical-to-quality (CTQ) factors, specifications, and potential defects. The main CTQs are responsiveness of operators and efficiency of employees. Specifications include providing a 24-hour service and operators working in shifts. Some potential defects that could occur are services being unavailable, no operator available to take a call, operators being on leave, and calls being kept on hold or customers waiting a long time to speak to someone.
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Assignment2 CTQ,Specification Limit and Defect Opportunities
- 1. CTQs, Specs & Defects All Rights Reserved. Copyright @ 2014 Canopus Business Management Group 1 Gain from the Power of Lean Six Sigma – MOOC By Nilakantasrinivasan Assignment Submission of : ___Ayan Deb___
- 2. Product or Service Selected : Customer Call Centre All Rights Reserved. Copyright @ 2014 Canopus Business Management Group 2
- 3. All Rights Reserved. Copyright @ 2014 Canopus Business Management Group 3 CTQs Specification Limits Defect Opportunities Certified call center Responsiveness of the operator Efficiency of the employees Sometimes services is unavailable Scheduled pickup of call Customer satisfaction 24 hours service Operators work in shifts No operator Operator on leave Calls kept on hold for a long time Customers waiting for a long time to get connected to the operator or representative