Lean Six Sigma is a quality management theory that provides the blueprint to the businesses to work on the processes and minimize ineffective practices that add to bad customer service. The Lean Six Sigma model can help companies to pay attention on developing and delivering near-perfect products and services.
The implementation of Six Sigma in customer service entails identification of factors which are critical for the quality of the customers who require service. The main focus is on improving capabilities, efficiencies, and stability of service and using six sigma in customer service system. The key to lean six sigma is to recognize and measure the defects so that they can be worked upon again and at last eliminated.
The five steps to implement Six Sigma in Customer Service are as follows:
1. Define Customer Service: In the first sigma the problem is determined along with what has to be achieved. This first step clarifies and understands the problem of customer service.
2. Measure Customer Service: The data and effect of problems are measured in the second sigma. Look for everything associated with the actions of customer service so that how the service offering is perfected can be planned.
3. Analyze Customer Service: In third sigma root cause analysis is performed. After the problem has been identified, its effect has been calculated and the details of the problem have been highlighted, the action taking place can be analyzed along with what adds to problems.
4. Improve Customer Service: In the fourth sigma the typical solutions are being addressed.
5. Control Customer Service: In the fifth sigma the controls are formulated to keep the correct process going. The need of controls is to ensure that the work that is being performed is of quality and that triggers are in place to prevent defects.
6. Perfect Customer Service: In the sixth sigma exceptional service is offered with near perfection levels, i.e., only 3.4 poor experiences per 1 million customer service interactions.