Six Sigma: 8 Types of ‘Waste’ in Customer Service

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2

Presenters

Stefan CaptijnDirector of Solution Marketing

Genesys

Keith PearceVP of Solution Marketing

Genesys

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3

Agenda

• Customer Experience beneath the surface• What is Six-Sigma?• Analyzing Waste• 8 types of Waste in Customer Service• How Genesys Can Help

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4

Front office

Back office

Customer Experience: It’s What Lies Beneath

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5

Most Front Offices Are Effective & Efficient

“How can I help you?”

5

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.6

Back Offices Are Organised Quite Differently…

“Where do I start?”

6

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7

Wasted-Unproductive Time

Everyday

Employees processing work in the back office… lose about 17 minutes of every hour of their time…

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.8

What is Six Sigma?

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9

Six Sigma Approach: Analyze ‘Waste’

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.10

Analyzing Waste

•Understand where in the process:

• What is being wasted?

• What is the cause?

• What can be done about it?

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.11 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Waste #1: Talent

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Waste #2: Inventory

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13

Motion

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Waste #3: Motion

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.14 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Waste #4: Waiting

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Waste #5: Transportation

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.16 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Waste #6: Defects

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.17 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Waste #7: Over-Production

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Waste #8: Over-Processing

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.19

Workload v/s Workflow

Enterprise Workload ManagementA business priority routing decision engine

Who

Where

When

Task Routing Prioritization

Workflow Process A sequence of repeated and/or connected steps

What

Why

How

Process Steps

Who? ...is the customer and the priority

Where? ...is the best skilled resource

When? ...is the routing rule as defined by customer

What? …is the task to be completed

Why? …is the specifics or purpose of that task

How? …is the required steps to accomplish the task

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.20

What If You Could...

What would the world be like if you had the same insights across the enterprise as you do in the contact centre?

Have insight in enterprise workload and volume patterns?

Understand the real efficiency of your teams?

Build work schedules for everybody involved in the service chain based on competencies not just where I am sitting?

?

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.21

Enterprise Workload Management

Implement forecasting and scheduling capabilities across

the Enterprise

2Match workload to

resources

Design your Employee Competency Framework for the

Enterprise Workforce

3Leverage/Develop

Employee Skills

Switch from ‘passive’ to ‘active’ work distribution

1Ensure Deadlines

Are Met

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.22

Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1

Front Office IN IN IN

Corporate Systems

Human Resource Management

Customer Relationship

Management

Financial Accounting System

Operations Management

Project Management Voice

Field/ DespatchManagement Back Office

How it is today..

Maria Joanne MaryLiz Alan Sam GeorgeMikeRick Paula Don BillPhil

The People Front Office Management Back Office Field/Despatch

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.23

The Role of Genesys..

Genesys

Maria Joanne MaryLiz Alan Sam GeorgeMikeRick Paula Don BillPhil

The People Front Office Management Back Office Field/Despatch

Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1Text 1

Corporate Systems

Human Resource Management

Customer Relationship

Management Financial Accounting System

Operations Management

CLIENT SERVICE CHANNELS

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.24

Enterprise Workload Management...

...control what work item goes where,based on who is best skilled to handle andwhat is the best work sequence.

Determined by your business rules...

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.25

“With Enterprise Workload Management, we’re getting the most important and high-value work done first…

We don’t wait until the end of the month and realize we’ve missed critical work”

Kevin Hurst, FirstEnergy Corp

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.26

Summary

• Customer Experience needs to be managed ‘end to end’

• Traditional approach often falls short

• Enterprise Workload Management delivers:- Insight in employee performance- Deliver work in time to the right employee- Forecasting & Scheduling for ‘off queue’ work

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.27

Ask the Experts!

For more information, please visit

www.genesys.comEmail us:

enterprise.programs@genesys.com

Stefan CaptijnKeith Pearce

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.28

Upcoming and On Demand Webinars

Upcoming WebinarGenesys in Action Webinar: Seamless Cross Channel Customer ServiceJuly 17, 2013

On Demand WebinarsOne-to-One Customer Service Best Practice #1: Maximizing Customer Value

One-to-One Customer Service Best Practice #2:One-to-One Routing

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.29

For more information...

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Thank You for participating!

For more information, please visitwww.genesys.com/products

Email us:

enterprise.programs@genesys.com