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Mike Stone Six Sigma Contact Center
Mike Stone Six Sigma Contact Center
Mike Stone
Agenda
http://www.motorola.com/content/0,,3074-5804,00.html
Team Chartering
Customer Focus
Process Mapping
Measurement
Variation
Data Collection
Data Analysis
Process Analysis and Focus
Root Cause Analysis
Quantify Opportunity
Generate Solutions
Select Solutions
Implementation Planning
Monitor the Process
Documentation
Institutionalize
Prepared by Mike Stone
Case Study
IT services business
Customer service call center
• Kano Analysis
• Run Chart
A performance measure of a process over a specified
period of time used to identify trends or patterns.
• The Six Sigma Way: How GE, Motorola, and Other Top Companies
are Honing Their Performance by Peter S. Pande, Robert P.
Neuman, Roland R. Cavanagh
• Fourth Generation Management by Brian L. Joiner
• Leading Six Sigma by Ronald D. Snee and Roger W. Hoerl
• The Pocket Idiot’s Guide to Six Sigma by Marsha Shapiro and
Anthony Weeks
Mike Stone
Mobile: (206) 779-3105
mgstone2020@yahoo.com