Few things in life are perfect – the same goes for processes. There is almost always the chance something can go wrong.
A poorly designed process can have many opportunities to go wrong. But what is often difficult to see, is the impact the poor quality has on your organisation.
In this workshop, we focus on unearthing the cost of the poor quality. We work through a case studying looking specifically at Repeat Contacts in a contact centre.
We work through a series of hidden impacts and look at quantifying the cost of each of these.
We also work through a real life process (chosen by the organisation) at your workplace and the delegates use their newly found skills to identify the Cost of Poor Quality apparent. We also discuss next steps and best practices for attacking the waste and removing it.