Webinar Overview:

In the search for increasing shareholder value, lowering costs and
increasing market share, organizations have begun to demonstrate greater
efficiencies and improved performance in the newly defined global economy.
Re-engineered processes have and innovative programs like Lean Six Sigma
have heightened the ability of organizations to successfully capitalize on
the value of the companyès assets in significant ways. Yet, in the midst of
all these performance improvement programs and initiatives most managers
agree that the single greatest asset of the organization - the contact
centre is being underutilized.
The fundamental shift is in the metrics that show key areas of improvement
or key areas of strength within the organization. Within the myriad of
metrics available today, which is relevant to a particular organization
within a particular industry varies depending on the leadership of that
particular organization. What may be the next new flavour of the week,
month or quarter depends on whom you speak with.
In this seminar, Mohan will describe a process of identifying the relevant
metrics for your particular organization which yields the results that matter
- both to internal and external stakeholders.
He will show you how to create a
scorecard that quickly allows you visibility into your operations using
effective Lean Six Sigma techniques.
 
Who Should Attend?

This 2 hr webinar is directed to anyone who is in a Leadership capacity(Directors, Managers, Team Managers, Team Leaders, Supervisors, etc) .
It will also be beneficial to all QA Associates.