Where Do I start?
When service delivery or process volumes grow large, it can become almost impossible to keep track. Almost....
If you do thousands of transactions per month, you need a little Science... Operations Science
three steps to clarity
What is my trend?
Converting your data mountain into a picture is the job of control charting. It plots volume over time revealing the variation in your process. Wild swings in variability is the enemy of performance. You will instantly know if you are better or worse, tighter or looser.
What is my biggest issue?
Charting your volume into buckets brings clarity by leveraging the 80/20 rule. This illuminates the biggest drivers of your volume. You don't need to fix everything today. Just the high bar.
Wash. Rinse. Repeat.
What is the root?
This is a treasure hunting map. Buried in the data is the root cause and it must be unearthed. The high bar is the X on your treasure map. This is where we begin digging. Why did the costumer call? Then why...and why again. Until there are no more whys.
You have found your treasure.