Lean Six Sigma Project on Call Quality Improvement

Lean Six Sigma Project on Call Quality Improvement

Lean Six Sigma Project on Call Quality Improvement

Lean Six Sigma Project on Call Quality Improvement

Business Case : 

The quality score SLA is breached and which in turn is affecting the Customer Experience and company has to pay a large amount of penalty. The company operates in 12 different locations. If this problem continues it might result in a heavy monetary loss and the company might also lose the contract. Completion of the project will help to increase the Quality score and Customer Experience.

Opportunity Statement

Having looked at data for the past 5 months we see that the call quality% is going from 18% to 87% , showing a huge spread in data. Only 25% of the data is above the target of 75%. This has resulted in a lot of customer complaints, 45% of our customer is complaining of a bad experience

Goal Statement

Improve the Call Quality to 75% or increase the pass % from 23% to 50 % by end of July 2022