The document discusses key metrics for a customer call center including critical-to-quality (CTQ) factors, specifications, and potential defects. The main CTQs are responsiveness of operators and efficiency of employees. Specifications include providing a 24-hour service and operators working in shifts. Some potential defects that could occur are services being unavailable, no operator available to take a call, operators being on leave, and calls being kept on hold or customers waiting a long time to speak to someone.

1. CTQs, Specs & Defects
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Gain from the Power of Lean Six Sigma – MOOC
By Nilakantasrinivasan
Assignment Submission of : ___Ayan Deb___

2. Product or Service Selected :
Customer Call Centre
All Rights Reserved. Copyright @ 2014 Canopus Business Management Group 2

3. All Rights Reserved. Copyright @ 2014 Canopus Business Management Group 3
CTQs
Specification
Limits
Defect Opportunities
Certified call center
Responsiveness
of the operator
Efficiency of the
employees
Sometimes
services is
unavailable
Scheduled pickup of call
Customer satisfaction
24 hours service
Operators work in shifts
No operator
Operator on leave
Calls kept on hold for a
long time
Customers waiting for a long time
to get connected to the operator or
representative