1. Project Alpha
Process Improvement Plan – January,2016 Página 1
Process Improvement Plan
- Call Center Script –
Submitted by:
Agatha Maia Duarte de Assis, in
January, 29th, 2016.
Documents Attached:
1. Appendix I – Summary of Quality Management Plan
Project: Alpha
Prepared by: Agatha Assis
Approved by: Bob Smith
Document Version: V 1.2
Date prepared: 2016/01/29
Reference: January/2016

2. Project Alpha
Process Improvement Plan – January,2016 Página 2
1. Introduction
The Call Center Script is a guide that determines how each call must be treated in order to remedy all the questions asked. It
says step by step to answer the call efficiently and effectively. When our team has the proper training to end each call faster they
are able to answer a bigger number of calls during each shift. Our company has an understanding that the high efficiency of our call
center reflects to the popularity of our product.
The result of the tests showed that the current Process is taking 2 minutes more than the expected by the parameters detailed in
the Quality Assurance documents. Such parameters have as objective to ensure that our company complies with the Personal
Information Protection and Electronic Documents Acts – PIPEDA (Federal Legislation). The over time is due to conflicts between
existent accounts and the new product.
The results also showed that the questions asked by the call center to the customers in the beginning of the call don’t allow them
to reach their account within the expected time.
The Process Improvement Plan points the improvements that must be fit within the process configuration in order to reach those
parameters. According to the results the goal of this Plan is to reduce the Call in 2 minutes.
This document was developed by the Quality Team and Call Center Team. We believe that the improvement showed is going to
be enough to reach the goal of the process. However new tests must be accomplished in order to check the efficiency of the
process.
This process also implies in a change to previous documents, such as – Scope, Project Schedule and Project Budget. The
milestone content in this document must be follow effectively in order to align the changes in the project.

3. Project Alpha
Process Improvement Plan – January,2016 Página 3
2. Call Center Script Process Boundaries
The table below shows the purpose of each step within the Call Center Script Process:
Process Start End Inputs Outputs Improvement
Greeting
Process starts as
the call starts.
Process is
complete once the
standard greeting
is announced.
Call Center
Manual, OPA’s and
training.
The customer is
hosted and aware.
According to tests this step showed
efficiency and reached the objective.
Gathering
Data
Process starts
after listening to
the request by the
customer.
It is completed after
asking the account
information.
Computer System
data, data from the
customer and
knowledge about
the system.
Information about
the customer
account.
According to tests this step showed
inefficiency. The data introduced to the
System doesn’t show the information
necessary to answer the call.
Checking
Status
Starts after the
download of the
system.
Ends once all the
information are
showed on the
screen.
Computer System
data and
knowledge about
the product.
Information about
the customer
account.
According to tests this step showed
inefficiency. The information showed
converges to different accounts.
Answering
Request
Starts after
having the all the
account
information.
Process is
complete once the
question and
request are
answered.
Call Center
Manual, OPA’s,
knowledge about
the product and
training.
Customer
satisfaction.
According to tests this step showed
efficiency and reached the objective.
Closure of
Call
Process starts
after
understanding
that the customer
remedied his
request.
It is completed after
saying good bye.
Call Center
Manual, OPA’s and
training.
Customer
satisfaction and
product and brand
popularity.
According to tests this step showed
efficiency and reached the objective.

4. Project Alpha
Process Improvement Plan – January,2016 Página 4
3. Process Configuration
The graphic below describes the process and highlight the improvements to be done in each step of the process. It also shows
the interfaces to the Computer System (TI);
Greet the
customer: warn
them the call is being
recorded AND ask
them to carry the
Crredit Card, say the
name of the brand
and the product, ask
how he can be
helped.
Gather Data: listen
to the request, Ask
for the number of the
card, enter the data
into the System and
download the
account information.
Check Status:
ensure the screen is
showing the right
information –
account and
customer.
Answer Request:
according to the
account status,
answer the question
or do the procedures
to accomplish the
request. Explain to
the customer and
ask if they can be
helped with anything
else.
Close Call: inform
the number of the
call, wish the goods
and say good bye.
Interface to
the Computer
System.
Interface to
the Computer
System.
Request might bring forth a
internal HelpDesk.

5. Project Alpha
Process Improvement Plan – January,2016 Página 5
4. Targets for Improved Performance
The convergence between existent account and the new product just occurs to existent clients. The problem showed when the
download of the personal account information was gone. Instead of showing the both account, the system only showed the existent
credit card information. And then through this screen ask new question to download the information regarding to the product. To
avoid new questions and go straight to the product information it is necessary to enter into the system with the credit card number.
This way the data downloaded is exactly what is needed in one question. The goal of the improvement is to reduce in 2 minutes the
life cycle of the call.
The table below summarizes the improvement in the process and the goal expected:
Step to be
Improved
Process Detailed Failure Step Behavior to Improve Target
Greeting
The Call Center Analyst must
ensure that the customer is
carrying the Credit Card during
the call.
The customer wasn’t
ready to provide all
the information
needed to download
the right data.
Ask the client to carry
the Credit Card in
question.
To ensure that the information needed to
accomplish the call is in power.
Gathering
Data
The Call Center Analyst must
ask for the number of the card
in question and enter the
number into the System.
Entering the name or
ID bring the oldest
account information.
Enter into the System
with the Credit Card
Number.
To reduce time of download of the account
information and consequently to reduce the
Call in 2 minutes.

6. Project Alpha
Process Improvement Plan – January,2016 Página 6
5. Milestone
Milestone Responsible Owner Start Date Target Date Status
Plan the Improvement Plan.
Joseph
Underwood
Quality Team
and Call Center
Team
22/01/2016
27/01/2016
Approved and accomplished.
Do the changes according to the
plan.
Joseph
Underwood
Call Center
Team
27/01/2016 29/01/2016 In progress.
Do tests and Check the results.
Joseph
Underwood
Quality Team
and Call Center
Team
29/01/2016 02/02/2016 Scheduled and in progress.
**Upgrade the documents. Agatha Maia
Project
Management
Team.
03/02/2016 08/02/2016 Scheduled and in progress.
** Documents that must be updated include: Scope Baseline, Project Schedule, Training Plan and Process Documentation.
Reference
[1] Case study developed in semester 1 – 2015F.
[2] Quality Management Plan developed in semester 1 – 2015F.

7. Project Alpha
Process Improvement Plan – January,2016 Página 7
Summary of Quality Management Plan
- Quality Assurances -
Submitted by:
Agatha Maia Duarte de Assis, in
January, 29th, 2016.
Project: Alpha
Prepared by: Agatha Assis
Approved by: Bob Smith
Document Version: V 1.0
Date prepared: 2016/01/29
Reference: January/2016

8. Project Alpha
Process Improvement Plan – January,2016 Página 8
Roles and Resposibility:
Activity Responsible Notes and Tools
Quality Policy Project manager and Quality
Manager
Based on OPAs, portfolios and legislation.
Quality Assurance Project manager and Quality
Manager
Expert judgement, stakeholders expectations and specified parameters.
Quality Checklist Project Team and Quality Team The Team work has to fill the check list due each task accomplished.
Quality Control
Measurements
Project Team and Quality Team Expert judgement to analyse the data and report the results.
Control/Change Quality Project manager and Quality
Manager
Use Group Decision-Making to develop the Changing Plan and validate it.
Approve Quality Plan Sponsor Verify and validate the performance of the Quality Plan with the functional
manager.
Quality Policy and Quality Assurance:
Activity Deliverable Relationship Assurance Parameter Owner
Quality Product Credit Card External **ISO/IEC(International Electro-technical
Commission) 7810
VP Marketing – Sam Snead
Quality Process Credit Card External Code of Conduct for the Credit Card Industry of
Canada, according to financial Consumer
Agency of Canada.
VP Marketing – Sam Snead
Quality Process Call Center External Personal Information Protection and Electronic
Documents Acts – PIPEDA (Federal
Legislation)
VP Call Center – Joseph
Underwood
Quality Process Help Desk Internal OPA 1234 – Help Desk Answer VP IT – Mary Jones
Quality Process Back Office
Paper Work
Internal ISO(International Organisation for
Standardization) 9000
VP Call Center – Joseph
Underwood

9. Project Alpha
Process Improvement Plan – January,2016 Página 9
**The characteristics specified included in ISO/IEC 7810 are
• Physical dimensions.
• Resistance to bending, flame, chemicals, temperature and humidity.
• Toxicity.
• All bank cards should have thickness of 0.76mm.
85.60mm(or)3.370in
5 53.98mm
(or)
2.215in