This is a fishbone for Call type which was identified as a critical factor for Handling time during a Lean Six Sigma Project on Handling time for a BPO.
Fishbone on Call Type
Please refer to the previous post on Handling Time Fishbone. While doing the project in Handling Time, Types of Call/Call Type had come as a possible Factor (X). Now we have completed the 5 WHY Analysis and here is the fishbone on Call Type.
The Types of call is totally depends on the types of query, requirement and complaints of the customer. Some calls take too much time to complete. So, it must be the big reason for increasing Handling Time.