Tuesday, September 24, 2019

W5 BPO GROUP PPP OM Essay Example | Topics and Well Written Essays - 500 words

W5 BPO GROUP PPP OM - Essay Example Below is how the two tools can be applied to the case points. On the case of time spent by the CSRs on the phone for calls that they handled versus calls that they sent to the BAs, this can be classified as one of the seven wastes under the lean production (Abdullah, 2004). Specifically waste for waiting. Instead of spending that much time on calls to and from the BAs, alternatives that focus on reducing the waiting on phone for response can be used. For example text messages and emails could be used, which will require less time in waiting for response to be given. Since emails and text messages are less interactive between communicating parties, it could save much time and guarantee efficiency at work. On the case point of CSRs giving priority to new incoming calls over callbacks, this can be said to be misplaced priority that undermines the process capabilities of the workplace. Once there is such undermining of process capabilities also, effectiveness becomes affected (Meredith and Shafer, 2014). Clearly, new calls come with much enquiry which require a lot of attention, explanations and feedback. Callbacks on the other hand have solutions to problems. As recommended earlier, there can be other forum for new inquiries, for example through the use of emails and text messages so that after finding appropriate responses, those who made the enquiries can be contacted by the CSRs. On the third case point about BAs giving priority to Database Update sub-process over researching calls escalated by the CSRs, it is important to note that such limited priority to calls escalated by the CSRs can bring about deviation from targets, which is against the principle of the six sigma (Labovitz and Rosansky, 2007). It is said that this situation would lead to deviation from targets because once there is escalation of calls from the CSRs, the time to be

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