In Reply to Parent Post by Duke Okes
I doubt that lean will be very useful in a call center, but six sigma definitely would be.
I disagree. I have successfully worked with teams in call centres (complaints) in several locations & Lean overpowered Sigma by quite a stretch. Sigma simply proved or disproved the hypothesis in numerical terms.
The real winner was the identification of the waste within the process due to previous 'prolonged resolution' of the complaints (CS VSM to FS VSM).
The results led to the removal of AHT which resulted in the CUSTOMER being satisfied significantly at FPOC.