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Business Process Improvement

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$375 November 17, 2016 @ 10:30 am - 12:00 pm

Business Process Improvement: Six Sigma and Beyond

Many different quality initiatives and business process improvement methodologies have come and gone over the years. This session presents one of the most popular and widely used process initiatives being used in the early 21st Century to improve customer satisfaction, improve operating efficiencies, and reduce errors in the workplace. Six Sigma has gained favor as a smart way to manage a business or department and a process that uses facts and data to drive business solutions that ensure return on investment and customer satisfaction. Whether your organization is planning a full-scale Six Sigma implementation or not, you’ll benefit from learning the basic steps of this business improvement process and how it applies to a variety of Contact Centre issues.

Students will learn to:

– Define Six Sigma and other business improvement processes and their place in Contact Centres today.

– Describe the process and tools that can be used to define business improvement projects.

– Identify ways to measure and analyze all types of customer and internal data.

– Describe alternatives for identifying potential solutions and doing a cost/benefit analysis of these options.

– Describe the process for implementing solutions and ensuring long-term success.


Facilitated by: Giles Potter, Director, Great Outcomes

Giles is a speaker, author and experienced Consultant, who has been providing training and development guidance for over 12 years, after holding senior roles in the financial services industry.  As a Consultant, Giles has worked with Executive leaders in many of New Zealand’s government agencies and multinational corporations.

Seminar Access

Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.

Web Seminar Cost:  The cost of your first connection is $375 + GST An unlimited number of students may attend via a single web/audio connection.


Attend the ten core sessions in the Business Management Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.

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