Nov
16
Written by:
Glenn Abel
11/16/2009 11:46 AM
This is the first of a multi-part series on Lean Six Sigma and the SAP Contact Center. In this posting, I provide an overview and some basic observations.
What is Lean Six Sigma?
No, Lean Six Sigma is not another weight loss fad - although some may argue there is a certain amount of fad involved, it has nothing to do with our waistline!
Lean Six Sigma refers to the blending of two approaches to business process analysis and improvement (Lean and Six Sigma). Both of which arose in manufacturing, in the automotive and semiconductor industries.
The Lean approach encourages an investigation of process flow and discovery of non-value-added activities and inefficiencies that can be eliminated or reduced. For value-added activities, emphasis is placed on the maximization of velocity. In layman’s terms, waiting=bad, flowing=good. A major focus is speed.
The Six Sigma approach focuses on quantitative, statistical analysis of processes. If you remember your basic statistics, the normal distribution (bell curve), and standard deviation, you have the basics to understanding Six Sigma - the elimination of variability as a means of achieving repeatable, consistent quality.
So Lean Six Sigma then seeks to yield the benefits of speed and quality, something that traditionally seem at odds with each other.
DMAIC Improvement Model
The DMAIC improvement model is a key part of structuring your efforts. The acronym stands for Define-Measure-Analyze-Improve-Control.
In upcoming postings, we will examine each of these phases in detail along with specific examples for call center optimization. Here are some high-level notes on each phase.
- Define: High-level identification of what you are attempting to accomplish, process definitions, identification of the different Stakeholders (Voices), identification of those activities and objectives that are critical to quality (CTQ), and more
- Measure: Use analytical methods to establish baseline values that establish priorities, efficiency values, and other statistical values
- Analyze: Take the results of the Measure phase and attempt to identify the root cause of pain points and inefficiencies
- Improve: Bring together the first 3 phases and identify potential solutions and fact-based ways they can be tested and validated. Often this involves pilot study or trial runs followed by a broader rollout of the solution
- Control: Putting in place the processes and standards to ensure that the solution can continue to be monitored and if possible further optimized. Another key effort in the control phase is the integration of lessons learned back into the process for future efforts, as well as the normalization of this knowledge within the organization
How is Lean Six Sigma used in the Contact Center?
What SAP tools can be leveraged, and for which phases?
The answers to these questions and more will be considered during the rest of this series so stay tuned by subscribing to the RSS feed!
Are you using Lean Six Sigma in your SAP contact center? If so, I’d like to hear from you.
E-mail me at glenn.abel@covingtoncreative.com
Copyright ©2009 Covington Creative, LLC
8 comment(s) so far...
Re: Lean Six Sigma and the SAP Contact Center (1)
This is a good explanation of LEAN. It is my understanding that a lot of big organizations use LEAN to also streamline their processes and eliminate waste. They sometimes combine other methodologies to attain this goal. I have seen many companies use lean for SAP and CRM implementaions which makes sense from what you have posted in this bolg. I actually inteviewed for a very large SAP implementation that required knowledge of Lean, ITIL and Avaya Interaction Center (AIC) knowledge.
Good post.
By Ini Antia on
11/17/2009 10:18 AM
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Re: Lean Six Sigma and the SAP Contact Center (1)
Hi Ini,
Thanks for that - Yes, I plan on doing a couple of posts on ITIL as well in the next month or so.
Sincerely,
Glenn
By Glenn Abel on
11/17/2009 5:57 PM
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Re: Lean Six Sigma and the SAP Contact Center (1)
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