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Rahul Chand

Project on improving HR (Resolution rate)

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Hi Team,


I wish to run a project to improve HR(Resolution rate) in BPO. 

While I am still in the Define phase, struggling on how to proceed. 

Here, The HR is affected by FCR. 

In the Process, HR and FCR are 2 different KPIs. 

How would I go ahead and identify CTQs? 
Or shall I go ahead and run a project on FCR instead?


**Help will be appreciated. 

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Hi Rahul


Both HR and FCR could be CTQs. Project should be picked on the CTQ that is not meeting the target value. You could start the project on HR. And if FCR is an input to HR calculation, then you will have to improve FCR as well (as a part of the project)


Hope this helps.

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