IT Call Center Optimization: ITIL + 6SIGMA + AGÍLE
Optimization of Operations in Services: Help Desk / Technical Centers
Methodology & KPIs
- How to change the organization?
- How to measure the success of change?
DMAIC + ITIL
New Efficiency & Quality KPIs
Defining the Starting Point
- Where are we?
- Strengths and weaknesses analysis
When and what do our customers ask us for?
Zooming in on what really matters
Process redesign Keys
- Change what's relevant
- Create robust & visual processes
New Standard Incident Management Process
New Complex Incident Management Process
Application Arborescence Design
“Control with sense & accuracy”
Incident Category Design
SLA Definition Service Level Agreement
- Each problem has its own criticality
- Each critical situation requires its appropriate response.
SLAs & New Impact Matrix X Urgency
Zoom Parameters Impact & Urgency
Efficiency Control Tool “Chronometer Module”
- “Let’s not let anything slip through the net…”
Tool presentation
SLA Anti-Break Alarm System
Reporting Smart Data
- “What gets measured is easily improved”
Agile Reporting Tool
- Data extraction via SQL query (Selection of incidents + plus calculation of "On Hold" times)
- Data processing via VB
Control of efficiency from A to Z
Levers for Improvement:
Collection of Improvement Ideas and Implementation
- “The key is not to make recommendations, but to make things happen.”
Other improvement levers implemented on the new system created
Results
An excellent consultant has two things that a good consultant does not:
- A Large “Track Record”
- A comprehensive book of customer recommendations
Efficiency, Quality & Cost
- The number of incidents is low
- The quality of service is improving
- The customer is happy.
