Devoted to the call center industry, the agents on the phones, and their managers

LeanSigma, discussed by Ron Wince through an interview by Michael Moser starts by defining it and what it can do for call centers in Part 1.  It continues on to Part 2,  including call center agents in the framework.  

He now continues by telling us more about the Sigma Kaizen event, how agents are involved and what the experience is all about.

Sigma Kaizen events are normally exciting but the experience starts differently for each individual. Some who are going through a Sigma Kaizen for the first time may be nervous but the emotions vary from excitement to distrust to skepticism.  It’s usually not until a person experiences the event that they really begin to understand.  

Nearly everyone who goes through a Sigma Kaizen event is excited at the end of the process and willingly volunteers to be on future improvement projects.

How do you involve call center agents in the evaluation process?

Every Sigma Kaizen team member, including agents, is given some basic training in tools for evaluating a process.  Once they are trained they then get the opportunity to apply these tools to their own process or a closely related process.

The goal is to identify opportunities for elimination of wasted activities, reducing variation and improving the customer experience.

- Ron Wince -

Ron Wince (rwince@guidonps.com) - President and CEO of Guidon Performance Solutions is the global leader in implementing operation and business improvement strategies within call centers and other service organizations.