Enhancing VOC Data Collection To Jump Start Six Sigma Projects
VOC certainly helps in designing products and services based on specific customer needs and requirements, but the problem is that the data collection process is not easy. Lack of proper data can seriously undermine the successful implementation of Six Sigma projects and in turn, leads to frustration, reduced process capability and missed deadlines. In such a scenario, it would become quite impossible to satisfy the needs of the customers, leave alone delighting the customers, which is one of the primary aims of most Six Sigma projects. Given below are some of the techniques that can be employed by project managers to jump-starting Six Sigma projects.
Verifying The Applicability Of VOC Data Collection Tools
Six Sigma makes use of different types of standardized statistical tools for the purpose of VOC data collection. Each of these tools has a specific utility and is meant for use in specific business processes only. While selecting tools for a particular project, the project manager should carry out the necessary checks to ensure that the selected tool will be able to give the desired results.
Selecting tools for use in simple business processes is quite easy, but the task becomes quite difficult when the project involves making changes to complex business processes. In such cases, what that matters most is the experience of the project manager, which can be utilized for selecting the most appropriate VOC data collection tool. Qualifications and theoretical knowledge are also necessary, but it’s the experience that counts when it comes to selecting the most effective data collection tool.
Understanding Customer Behavior
Analyzing the inputs provided by customers for understanding their specific needs is no doubt an essential task, but when you consider the amount of effort that goes into data gathering and analysis, its importance is certainly reduced. Large established organizations with unlimited resources at their disposal may not feel the pinch of carrying out such mammoth tasks, but small organizations are certainly not as lucky and have to plan properly if they do want to invest in carrying out a similar task.
The best option for these organizations is to skip this step altogether because if we think rationally we find that in reality most customers are not certain about their needs. The only things that they are sure about are the things that they do not want such as high prices, poor quality and late delivery. Therefore, instead of spending vast amounts on VOC data collection, the organization can simply concentrate on designing cost effective products or services, something that most customers really want. Skipping VOC data collection process is however not possible in case of products or services that are targeted at a niche market, where customers are far more critical of what is being offered to them.
Six Sigma may be based on standardized statistical theories and concepts, but it does not mean that it cannot be altered to suit the requirement of a specific business process or industry. More than anything else, Six Sigma is a practical approach for improving quality and increasing efficiency.
Tony Jacowski is a quality analyst for The MBA Journal. Aveta Solution’s Six Sigma Online ( http://www.sixsigmaonline.org ) offers online six
sigma training and certification classes for lean six sigma, black belts, green belts, and yellow belts.
Enhance Customer Service with Call Center Outsourcing
Have you ever tried calling a help desk? If you did, you may think that the help desk is located within the company’s building. However, because of the availability of high-speed internet access, chances are, you are probably calling a customer service center building located half way around the world.
A call center is a kind of outsourcing company that companies in the United States are hiring in order to save a lot of money. It is a fact that setting up an in-house call center can prove to be costly. However, you will need to set up a calling center in order for your clients to reach your company regarding their inquiries and complaints. If you don’t have a call center, your company will find it hard to communicate with your clients.
Therefore, outsourcing is the answer to your problems. Because of the advancement in the internet, it is now possible for companies to hire businesses for call services outside the country. Companies do this in order to communicate with their clients more efficiently.
Outsourced call centers are cheaper in developing countries because the labor is relatively cheap compared to developed countries. There are also plenty of skilled workers in developing countries with limited employment options.
So, these telephone service centers are one of the best choices for professionals in other countries. This particular job is preferred by a lot of people in other countries because of the high amount of salary which is above their minimum wage.
However, before you hire an outsourced calling center for your company, you should first consider the fact that not all such services are equal in terms of quality and the amount of money they charge. Here are some of the things you should look for in order to get your money’s worth:
* Amount of calls answered. A good center should be able to handle large amounts of calls in a single day. Ask the call center on how many average calls they can handle in a single day.
* Average call waiting time. Find out about the average waiting time before a client can be connected to an agent. The shorter time they wait the better.
* Average call time. It is also important to find out about the average time an agent spends in a single caller. It is important to keep the calls as short as possible in order to entertain more clients.
* Professionalism of call center agents. Try calling in to find out if the agents they hire are competent at handling calls. Agents must be skilled at handling frustrated callers and able to handle emotional and physical stress.
You should find out how agents handle the calls and if the information they give you is sufficient and effective. Language skills should also be considered in call centers’ agents. If they are unable to communicate, they will be considered incompetent.
These are the things that you should find out about a particular calling center firm. Once you hire an outsourced call center, you should frequently make calls in order to find out if they are indeed doing their job.
Outsourced customer service centers can be a great way to save money. If you need a service for inbound and outbound calls, outsourcing is a great solution that can save buisnesses considerable costs.
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Choosing To Outsource Work Overloads
Outsourcing is a common practice with businesses today, whether they are home based or not. For the home business operator, outsourcing can be a great way to bring in extra income by taking on additional work. You find this method used frequently with those who perform office related functions as well as in the freelance writing and editing fields.
If you choose to outsource any of your additional work, you must be sure that those you choose are equal to your abilities and knowledge or you will find that correcting the errors takes more time than it would take if you did the work yourself. If you choose to use outsourcing in your business, remember that the final product falls upon you.
Your client or customers depends upon you to deliver a finished quality product so if you hire someone else to do the job for you it will be your responsibility to make sure that any outsourced work meets your same high standards. In some business, the clients know that there are others sharing the workload but that does not mean that they expect any less than they expect if the same person is doing all the work.
Another thing a business owner must consider when outsourcing work is the client for whom he does work. Some clients, especially in the creative fields, tell you directly that they do not accept outsourcing. You could try to come in under but you are taking a chance. If someone does not want their work outsourced, do not expect that they will be unable to tell the difference and if they detect that you have outsourced any of their project, there is a possibility that they will refuse to pay you.
Since you violated the terms of the agreement, there is nothing you can do. It seems fussy of the buyer but remember, they are the ones paying, so they have the right to decide to whom they wish to give their money. In other fields such as accounting and office functions the clients do not have such a hard line on outsourcing. The other question arises whether you can make money by outsourcing instead of doing the work yourself and the answer to that question is simple. You are being paid a set amount for a project or portions of a project.
If you outsource the work, you are going to pay less to that person than you are being paid, so the difference is your profit. Think of it like a company hiring someone through a temporary help agency, the employee is paid, for example, $10 per hour but you are billed at least $15 per hour for their services. Outsourcing projects works in reverse you charge less than you are being paid.
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Creating Customer Service Excellence
In a fast paced, dynamic environment like a customer facing group, there is potential for great wins and some losses as far as attracting, gaining and retaining customers go.
So who is responsible for customer service? Anyone who touches the customer, either directly or indirectly is providing a level of service. This includes the people in such varied roles as: product planners, IT staff, shippers, billing clerks, human resources and service team members. Bottom line: service is everybody’s responsibility. The service chain includes all people and functions that link up to final delivery to the customer. To find out who is in this chain begin at the end: who delivers the product to the customer? Then ask who provides a product or service to that person? Continue tracing it back to the originator. You now have your service chain.
It is critical that everyone in the service chain know the impact of their actions. Each person in the chain should focus on creating excellence in the following areas:
1. Create customer focused processes, not company focused processes. If what you are doing is done to make the internal processes work better and not better for the customer, how long will they be with you? Your customer wants to know that you put them above the inner workings of the company. Focus your efforts on your customers; then let the internal processes follow.
2. Respond to your customers inquiries quickly. Statistically the longer it takes to respond, the less likely your customer is to deal with you in the future. And remember, for every 1 customer that tells you they are dissatisfied there are 24 more out there that will never tell you something is wrong. But they will tell their colleagues and friends. And that hurts business, one way or the other.
3. Keep a positive service delivery attitude. It’s a moment by moment attitude choice: you can present yourself positively, or allow yourself to get caught in the stress of the day. Don’t be fooled: your customers hear what kind of day you are having.
4. Ask your customer how you are doing and Listen to the response. It’s important to stop and check in with your customer. Ask how you can serve them better or better meet their needs. And then Listen to what they tell you. Respond to what they say. (Did you notice the capital L in the word Listen? That word is so very important, as is the action that goes with it that we decided it deserved a capital.)
5. Treat your customers with respect and integrity. This goes for customers both within your organization and outside it. Imagine what it would be like if all the interactions you ever had were based on mutual respect and integrity…
So you get the point: focus your efforts on your customer; make them feel special by listening to them and solving their problems. Be their champion and treat them well. Customers see it, feel it, know it and want to share it. So go ahead, make their day. Show them how you feel about them. It will make both your day and theirs a better one!
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Customer and Employee Loyalty: How Do You Rate?
The average company loses half their customers in 5 years and half their employees in 4 years(*1) This has significant impact to overall customer, employee, investor and supplier loyalty. Loyalty is the degree to which these groups are loyal to your product, service and organization.
In today’s market, being customer focused is a key to survival and longevity. High levels of loyalty have positive impact on customer satisfaction, profitability, and reputation. Happy employees work harder, produce more and stay with an employer longer. Investors and suppliers feel increased confidence in the organization and their actions reflect that.
So how do you know if your organization is lacking in loyalty or strong in it? Here are just a few key steps in gauging and improving loyalty:
1. Evaluate current levels of loyalty. Information can be gathered from customers, employees, suppliers, partners and investors. Ask questions such as: How satisfied are you with our product and service? How well are problems handled? How can we better serve you? Ask your employees how satisfied they are in their jobs and how well are they communicated with. These all affect loyalty. Find areas to improve on, and then act on them!
2. Create clear mission, vision and value statements and goals. These provide the map to guide daily behavior and long term performance; it invites people to adjust the activities, projects, tasks to support and shift the organization closer to the set goals. Clearly define these and communicate them.
3. Invest in your employees. An attitude of indiffence to your customers causes an average of 68% of customers to stop doing business with you.(*2) This attitude of indifference is displayed and communicated by employees both within the organization and to customers. A commitment to communication, on-going learning, culture development and rewarding performance all help in creating a positive attitude and work environment.
4. Create a customer focused organization. Gauge how customer focused or internally focused your processes are. Does your Eastern Canada order desk close at 5 p.m., yet your customers in Western Canada cannot order when it is convenient for them? Utilizing simple mapping techniques can allow you to display these processes and quickly identify areas for improvement – both in efficiencies and with the goal of creating more customer focused processes.
5. Identify the target customer group that will purchase your product and service. These customers should clearly see the value in what you offer, have the funds to pay for it and be looking for long term customer-supplier relationships. Are you currently selling to your target audience? Should you be targeting other groups? The closer you are to your defined profile, the higher loyalty and profitability you will experience.
The bottom line is that Loyalty has significant impact. Customers, employees, suppliers and investors are important to the success of your business. Take the time to re-evaluate your success with each group, and watch as your performance, profitability and potential increase!
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