| Service desks functions are highly customer oriented. | | | | collection can be useful to identify process |
| They are in a position to understand the voice of the | | | | improvement opportunities. |
| customer and have the data required for Six Sigma | | | | Metrics in the Help Desk Function |
| projects. | | | | There are various metrics that can be used to |
| Areas for application of Six Sigma Training: | | | | ascertain the quality of help desk activity. The call |
| -Customer complaints: Help desk operations in | | | | monitoring function is critical, as it enables agent |
| themselves are about problem resolution for | | | | evaluation and helps in understanding drawbacks of |
| customers. When a customer faces a situation that | | | | any processes in place. It helps bring about |
| requires the support of helpdesk staff, they provide | | | | accountability to everyone in the organization. |
| feedback for the product or service. This helps the | | | | Some of the metrics that can be used for analysis |
| team understand the internal processes that may be | | | | and improvement activity are quality objectives, |
| causing customer dissatisfaction. | | | | efficiency objectives and the adherence to schedules. |
| -Help desk: The internal help desk will have a large | | | | The evaluation score includes quality of the calls, the |
| variety of calls to be handled. The helpdesk data will | | | | number of first calls which have been resolved, |
| help companies understand what types of calls are | | | | customer satisfaction scores on it such calls, customer |
| being received and assist in analyzing the source of | | | | feedback and the overall cost of the call. The |
| such calls. With a full understanding of the resolution | | | | accuracy in data entry is equally important, as it |
| process, agents will resolve issues accurately. | | | | impacts the percentage of resolutions and errors and |
| -Employee dissatisfaction: In some cases, employees | | | | rework. |
| are dissatisfied and view the help desk function as a | | | | Six Sigma projects will be beneficial to bring down |
| problem due to the inefficiency of others in the | | | | costs incurred due to errors and rework. All metrics |
| organization. This is one more area that needs to be | | | | and data can be then prioritized and used for |
| resolved. | | | | improvement projects and sustaining the |
| -Technology: One area that is perfect for applying Six | | | | improvements. The added advantage is that of having |
| Sigma is technology - what kind is being used, review | | | | a competitive edge over competitors. Companies will |
| of existing systems and the effect that the | | | | be giving better value to service providers and |
| improvement will have on the performance of the | | | | become true business partners. |
| duties of help desk staff. | | | | Any big achievement happens over a period of time - |
| -Call monitoring: The monitoring of calls received is | | | | it is not an instant process. Systematic usage of Six |
| done separately by a few people in charge of | | | | Sigma for help desk functions will help bring about high |
| monitoring. It can be used to find out if data is being | | | | levels of customer satisfaction, which is relevant to the |
| used or if it would be useful in bringing about changes | | | | success of any organization. |
| or improvements in processes. The appropriate data | | | | |