Six Sigma Case Studies - Vytra Call Center PDF
Six Sigma Case Studies - Vytra Call Center PDF
Six Sigma Case Studies - Vytra Call Center PDF
James Karagiorgis, Chief Transformation Officer for Vytra, is Choose from many
online degree
responsible for determining the changes that are needed and leading programs at
Vytra's teams to achieve change results. Jim is a Six Sigma Master HiTekMall. Free and no-
Black Belt. obligation information.
Kerry Edwards is Director of Member Services and responsible for Do you provide IT/
Business related
any interaction with members - including inbound calls, services or
correspondence and maintaining strong customer relationships. She products? Submit
is the Six Sigma Project Leader for member loyalty and a Six Sigma your whitepapers for
Green Belt. free and reach our
20,000 plus registered
members.
How the Improvement Project Started Jim Karagiorgis: "One of the
biggest obstacles to implementing Six Sigma is determining the cost
of quality, especially when you're trying to determine the costs
resulting from not doing something correctly and then re-doing it."
Jim's focus was the "voice of the customer" â“ call center handling
of customer inquiries and problems. "Some of the issues that made
cost and quality calculations impossible were the result of multiple
variations of plans issued under Vytra's basic lines of business.
While Vytra has about 30 basic lines, its hundreds of employer
clients have created literally hundreds of variations of health benefit
programs. The total number of different combinations and
permutations is staggering."
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