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I feel that cost incur for adopting the Six Sigma in the many of the companies. The other factors are 1. People should be adopted to new changes 2. Training across the company needs to be done 3. Time consumed 4. Late result delivery etc.,

What I would suggest that happend is, we cannot do anything for the caused problem, but how we are going to analyse the problem and finding out the feasible solution for this to overcome such incidence in the near future.

Hi Velu, To evaluate the performance of the salesman, Please have a track of sales for the month. Announce the best performer for the month (who done the more sales). To convince the customers please follow the below strategy. 1. Convince the customers 2. Compromise the customers (comparing the rates with the other shops). 3. Else go ahead and confuse the customers by saying (This is the valuable products you are mising or else Say "Thank You" for with us and you are most welcome. The above are the most valuable points which will surely show some drastic change in salesman response to the customers. Please acknowledge how does it worked for you.

Objectives 1. First call for Brain storming session to have an idea. Please define your Management Objective from that. 2. Form a team (Champion, Lead, Team member). Assign task for them. Identification of target areas Which area do you want to see the improvement (Sales, Customer Satisfaction etc.,) Key performance factors : These factors includes: 1. Salesman Performance. 2. Market performance (Gold rate) 3. Design available Deliverable 1. How prompt you response to the customers (understanding of their requirement) 2. Hospitality (How you guide the customers.)

Hi Kiran, What I would suggest is that put a metrics for call evaluation process. Ask your Call Quality Analyst to rate this call in 1 to 5 points and ask them to jude the same. By this way they will come out valuable points (feedbacks). The same feedback should be conveyed to call agent and try to monitor his call for nearly one week surely you can find an improvemnt in that.