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  • Proposal For Process Improvement

    Transféré par

    Farhannatasya Shaidi
    23 vues1 page
    you guys can take it as example. because it also help me alot during writing up my proposal.

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    Proposal for Process Improvement

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    you guys can take it as example. because it also help me alot during writing up my proposal.

    Droits d'auteur :

    Attribution Non-Commercial (BY-NC)
    Téléchargez comme PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    23 vues1 page

    Proposal For Process Improvement

    Transféré par

    Farhannatasya Shaidi
    you guys can take it as example. because it also help me alot during writing up my proposal.

    Droits d'auteur :

    Attribution Non-Commercial (BY-NC)
    Téléchargez comme PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    sur 1

    Situation:Customercallstoourhelplinearecurrentlyansweredbyanassistantwhoasksthe customeriftheyarecallingtoreportanewproblemortocheckthestatusofapreviously reportedissue.Ifthecustomeriscallingaboutapreviouslyreportedissue,theassistantasks thecustomerfortheIncidentID#.Theassistantthenplacesthecustomeronhold,callsa customerservicerepresentative,advisestherepresentativeofthereasonforthecall(new problemorIncidentID#),andtransfersthecaller. ProposedSolution:Theroleoftheassistantwhoanswersthecallcouldeasilybereplacedby anautomatedsystem,whichwouldallowthecustomertopress1foranewproblemor2fora previouslyreportedissue.Ifthecustomerpressed2,theywouldbepromptedtoentertheir IncidentID#.Thecallerwouldthenberoutedtoacustomerservicerepresentative,alongwith theIncidentID#,ifapplicable,whichwouldbepassedalongviathephonesystem. StepsInvolved: 1. Purchaseanewphoneroutingsystemthatwouldallowthesecapabilities. 2. Programandtestthenewroutingsystem. 3. ConvertIncidentID#sfromacombinationoflettersandnumberstonumbersonly.

    4. Communicatethenewworkflowtocustomerservicerepresentatives. Benefits: Thenewprocesswouldeliminatetheneedforassistantstoanswercustomercalls, freeingthemupforothertasks.Eachassistanttypicallyanswers30callsperday.Atan averageof42secondspercall,thiswouldgiveeachassistantanadditional21minutes perday. Customerservicewouldbeenhanced,asthefirstvoicethatwouldgreetthecustomer wouldbethatofthecustomerservicerepresentativewhowillultimatelyassistthem. PotentialObstacles: Thecostofthenewphoneroutingsystem(approximately$700dollars).Thiscostwould beminisculecomparedwiththesavingsovertimeassociatedwiththeadditionalcapacity oftheassistants. ThetimeassociatedwithprogrammingandtestinganddevelopingthenewIDsystem (48totalmanhours).Again,thetimesavedbyimplementingthenewprocedurewould morethanmakeupforthisinitialinvestment. Resistanceofcustomerswhodonotpreferdealingwithanautomatedsystem.No solutionisgoingtopleaseeverycustomer,butmostconsumerstodayexpecttobe greetedwithanautomatedsystemwhencallingabusiness.Oneoptionistoallow customerstopress0iftheyreunsurehowtoanswertheautomatedquestions. CustomerserviceissueswithearlycallerswhoseID#stillcontainsnumbersandletters. Theabovesolutionconcerningthe0optionwouldeliminatethisproblemaswell.

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