I work in a customer service call center and we are looking at LSSYB to improve our average handle time. Most Six Sigma examples I find are for manufacturing, like widgets and factory lines. Can someone explain which Yellow Belt tools—like the 5 Whys or Fishbone—work best for intangible services where the "defect" is a long wait time or a frustrated customer?
3 answers
I always use the Pareto Chart for my service projects. It’s amazing how 80% of customer complaints usually stem from just 20% of the common issues, like a specific broken link.
Root cause analysis in service is actually where LSSYB shines! The "5 Whys" is your best friend for call centers. If a customer is frustrated, ask "Why?" (e.g., long wait). Why was the wait long? (High call volume). Why? (System outage). This leads you to the technical root cause rather than just blaming staff. For a more structured approach, use the Fishbone (Ishikawa) diagram but adapt the "6Ms" to service: People, Policy, Procedure, Place, Measurement, and Technology. By mapping out "Procedure" (like a confusing script), you can identify the exact friction point that’s driving up your handle time without needing a factory floor.
Have you looked into "Value Stream Mapping" for your call flow to see where the actual "value-add" time is versus the "non-value-add" time like being on hold or transferring calls?
Brian, VSM is an excellent suggestion for service. In a call center, "Waste" often looks like "Motion" (navigating between too many software screens) or "Over-processing" (asking the customer for the same info three times). A Yellow Belt can map this flow and highlight these "bottlenecks." By removing even ten seconds of "waste" from a process repeated 1,000 times a day, the impact on efficiency is massive and measurable, which is the core goal of any LSSYB initiative.
Great point, Emily. The Pareto principle is vital for a Yellow Belt because it keeps the team focused on the "vital few" problems instead of getting distracted by the "useful many."