This is a fishbone Issue Resolution Time for a Handling time Lean Six Sigma project which was undertaken in a BPO company
Fishbone on Issue Resolution Time
Please refer to the previous post on Handing Time Fishbone. While doing the project in Handling Time, Issue Resolution Time had come as a possible Factor (X). Now we have completed the 5 WHY Analysis and here is the fishbone on Issue Resolution Time.
- Fishbone on Issue Resolution Time Part-1
2. Fishbone on Issue Resolution Time Part-2
Resolution Time is a vital factor for Average Handling Time. Resolution Time is the time, it takes to resolve a customer’s issue or answer their question. If any agent has taken too much time to give the perfect resolution then it will be a big issue for increasing handling time.