Question: For lean six sigma course: 2. A large telecom call center that received over 100,000 calls each day applied Lean Six Sigma and identified root

For lean six sigma course: For lean six sigma course: 2. A large telecom

2. A large telecom call center that received over 100,000 calls each day applied Lean Six Sigma and identified root causes for several inefficiencies that were observed. These were (1) many agents were slow typists, resulting in long resolution times; (2) non-value- added activities in call handling, such as long holds times, long greetings after an agent answered, and agents spending time cross-selling services; (3) agents were required to summarize reasons for the call in a complex CRM system; (4) many services, such as Internet and billing, required long service times; and (5) new employees took at least 12 months to reach standard call-handling times. Propose some improvement suggestions that might reduce these inefficiencies. How might DMAIC be used in this in this situation. 2. A large telecom call center that received over 100,000 calls each day applied Lean Six Sigma and identified root causes for several inefficiencies that were observed. These were (1) many agents were slow typists, resulting in long resolution times; (2) non-value- added activities in call handling, such as long holds times, long greetings after an agent answered, and agents spending time cross-selling services; (3) agents were required to summarize reasons for the call in a complex CRM system; (4) many services, such as Internet and billing, required long service times; and (5) new employees took at least 12 months to reach standard call-handling times. Propose some improvement suggestions that might reduce these inefficiencies. How might DMAIC be used in this in this situation

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