Understanding Demand and Failure Demand
I am an MSc student of Six Sigma for service. For my final project I am evaluating the benefits of DMAIC lean "systems thinking" in a call centre
. This involves mapping waste at a high level, by understanding demand and failure demand (things we didnt get right first time for customers-calls we shouldnt be getting). The output will indicate problems (failure demand) arising from many processes within the organisation and I need to focus on the vital few.
I am wondering the most helpful steps to get from a particular problem, to the process(es) implicated and then some prioritisation, with a team who have no experience of improvement. I think that CEDAC
(Editor: CEDAC stands for Cause and Effect Diagram with the Addition of Cards; it is a visual, team-oriented problem solving methodology developed by Dr. Ryuji Fukuda) diagrams based on a process view, rather than a 4Ms approach might help and SIPOC
's (Editor: SIPOC stands for Suppliers Inputs Process Outputs Customers; it is a tool used by a team to identify all relevant elements of a process improvement project before work begins) might get the team thinking about process steps / inputs etc before we begin RCA.
I would welcome any feedback from other members of the forum in this type of situation...