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May is Six Sigma month at the NWCCP and HDNW's meeting. Mike
Stone, a Black Belt in Six Sigma, will be presenting an in-depth
session on how you can use the methodology effectively in your
service and support groups.
The Wikipedia definition of Six Sigma: Six Sigma was pioneered by
Bill Smith at Motorola in 1986. Originally, it was defined as a
metric for measuring defects and improving quality; and a
methodology to reduce defect levels below 3.4 Defects Per (one)
Million Opportunities (DPMO).
Six Sigma has now grown beyond defect control. It can be defined as
a methodology to manage process variations that cause defects,
defined as unacceptable deviation from the mean or target; and to
systematically work towards managing variation to eliminate those
defects. The objective of Six Sigma is to deliver world-class
performance, reliability, and value to the end customer.
http://e n.wikipedia.org/wiki/Six_Sigma
To get more information visit the website for the
International Society of Six Sigma Professionals. Slides from
their conference are posted on the website.
Click here to read a case study about using ITIL and Six Sigma.
The slides include graphs and other details about their
implementation. Our Help Desk readers may find it useful to view.
As always, our meetings are open to everyone at no cost. We hope
to see you there.
P.S. If you missed the April meeting, it was video taped. It was
an excellent session. The handout is posted at
http:/ /www.hthts.com/resourcesdyl.htm
Ivy Meadors, President Northwest Call Center Professionals and Help
Desk Northwest
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Meeting Details |
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Session Title: Six Sigma in the Support Center
Date: May 17, 2006
Time: 1:30 - 4:00
Location: Computer Associates in Bellevue (directions at end
of newsletter)
Generating breakthrough value......
What is Six Sigma? Six Sigma is a process improvement
methodology using data and statistical analysis to identify
and fix problem/opportunity areas. Six Sigma also refers to
a deployment model that aligns employees with a series of
high-impact projects. You can deliver a variety of benefits
to your organization through the implementation of six
sigma: reducing costs, increasing revenues, improving
process speed, raising quality levels, enhancing the
employee experience and deepening customer relationships.
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Monthly Sponsor |
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HP is a technology company that operates in more than 170
countries around the world. We explore how technology and
services can help people and companies address their
problems and challenges, and realize their possibilities,
aspirations and dreams. We apply new thinking and ideas to
create more simple, valuable and trusted experiences with
technology, continuously improving the way our customers
live and work.
No other company offers as complete a technology product
portfolio as HP. We provide infrastructure and business
offerings that span from handheld devices to some of the
world's most powerful supercomputer installations. We offer
consumers a wide range of products and services from digital
photography to digital entertainment and from computing to
home printing. This comprehensive portfolio helps us match
the right products, services and solutions to our customers'
specific needs.
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News and Events |
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ACCE is the Place It Just Gets Better Every Year!!
Now in its 3rd year in Seattle, the Annual Call Center
Exhibition (ACCE) has gained momentum and become known as
the most comprehensive event in the industry. We’re right
here in your own back yard - please don’t miss the chance to
attend this great conference! This year’s highlights
include:
- Six comprehensive conference tracks
- Full and ½ day in-depth pre-conference workshops
- Microsoft Pavilion - highlighting the latest contact
center solutions from Microsoft and its partners
- Exciting sessions like “Have You Hugged a Techie
Today – Creating Harmony Between Call Center Management
& IT”
- Three Inspiring Keynotes
- And of course, Special Interest Group Roundtables,
hosted by NWCCP, HDNW & NWSP!
As a member of NWCCP or HDNW you have the exclusive
opportunity to attend the conference at enormous discounts –
as much as 50% for those of you who volunteer! In addition,
you can attend for FREE simply by registering for a
complimentary exhibit hall pass. This pass admits you to
much more than just the exhibit hall – attend three keynote
presentations and a special roundtable breakfast facilitated
by your Northwest peers! Register Now!Take advantage
of your 25% discount or register for a FREE exhibit hall
pass now at
https://www.cmpevents. com. Or, call 800-441-8826. Be
sure to use priority code NWAPR.
As the west coast ACCE representative, I am always here to
answer your questions. Please feel free contact me via
e-mail at rebecca@the-event- solution.com or (206) 378-
4409.
_____________________________ _
The 5th Annual Government Customer Support Conference and
Expo for Call Centers, Help Desks, and Service Portals -
Arlington, VA June 14-15, 2006
The Government Customer Support Conference and Expo (GCS) is
the only event of its kind in the United States with its
focus on Establishing Advanced Federal, State, and Local
Contact Centers, Help Desks, and Service Portals.
Captain Geoff Abbot of the U S Coast Guard from the Katrina
and Rita disasters will be keynoting about leadership during
a disaster.
Visit www.governmentconference.com to check out the rest of
this incredible program.
Anyone who emails GCS@hthts.com and says they are a member
of NWCCP, HDNW or NWSP (Portland) will receive a special
discount of $250 off the full conference fee until May 1st,
2005. Call 425- 398-9292 for more information and to
register.
______________________________
The 8th Annual Help Desk Professionals Conference and Expo
will be held in San Antonio, September 25- 27,
2006 at the Hyatt on the Riverwalk, just across the
street from The Alamo!
We have an incredible program already under construction -
one that will truly rival other similar Help Desk
conferences. The program includes topics focused on
leadership to a level rarely experienced at a conference of
this nature. ITIL will be a key part of the program. Our
exclusive Mastermind discussions lead by experts will be
held on the primary topics relative to our industry.
If you are interested in being part of the event, email
HDP@hthts.com as soon as possible. There are still a few
board positions left and a handful of volunteer
opportunities. Ask others who were volunteers last year -
they loved it! Proof: many are coming back and volunteering
again.
This event continues to draw return attendees, many having
attended all seven prior years. Our programs are fresh and
innovative and explore topics that many don't approach at
other similar conferences.
To register or get involved call 425-398-9292 or email Ivy
at ivy@hthts.com.
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Resources |
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The handout from the April session, "Developing Young Leaders"
is posted at
http:/ /www.hthts.com/resourcesdyl.htm. It's loaded with
resources.
Reminder - NWCCP and HDNW meeting times have changed.
The NEW start time is 1:30 rather than 2:00. We still
end our sessions by 4:00 therefore this change allows for
deeper content and more opportunity to network!
The Society for Information Management (SIM) has
been heavily engaged in the issue of IT workforce and
education over the past several years. From supporting local
organizations that are preparing the next generation of IT
leaders, to conducting research, in order to better
understand the impacts of nationwide declines in IT
enrollments and global sourcing on organizations and current
and future IT practitioners; we are pleased to extend this
invitation today, to join us in the next step of this
ongoing initiative, a student outreach and career awareness
event.
In partnership with Microsoft and Culumnis, the "Future
Potential in IT," program is designed to spur the growth of
the IT community as technology in business evolves. The
half-day seminar brings students face-to-face with senior
executives who will describe and advocate the significance
of IT in businesses today, and stress that you don't have to
be a programmer/geek to have a high impact career in IT
management.
The Seattle Future Potential in IT event will be held in
partnership with the Albers School of Business at Seattle
University, featuring a variety of IT and business leaders,
including keynote presentations by:
- Susan Mersereau, Senior Vice President of
Information Technology and CIO, Weyerhaeuser
- Robert M. Reeder, Senior Vice President and CIO,
Alaska Airlines
Attend this event and network with students and colleagues.
Seating at this event is limited and there is no charge for
admission; therefore advanced registration is required for
all attendees. To get more information visit the
SIM website. The session is being held May 5th, 8:00 -
noon at Seattle University.
Opportunity - Do you want to be recognized? Do you
want to share your thoughts with others? We invite and
encourage you to provide content to our newsletters. This
can be as simple or elaborate as you wish. We want to hear
what books you are reading, what successes and challenges
you are having. It could be your 15 minutes of fame! Please
contact Melanie Walsh at mwalsh@becu.org to have your ideas
published.
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Job openings and Available Candidates |
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New posting: PEMCO Mutual Insurance Company is
actively recruiting a Workforce Forecast and Scheduling
Specialist. This position will be responsible for
determining skill- set based staff needs and setting weekly
scheduling plans for all work assignments. Manage daily
customer service results by performing real-time management
of all work assignments. Interact with managers, supervisors
and front-line customer service specialists to ensure both
scheduling plans and daily results are the best that can be
achieved. Initiate conversations with supervisors and
managers when changes in scheduling or real-time plans are
required. Produce monthly/quarterly reports for management
team with details related to call center metrics.
The ideal candidate will have 3 or more years experience in
a similar role with experience using Blue Pumpkin software
preferred. High level of comfort interpreting, correlating
and reporting data required and advanced ability using
Microsoft Excel and Access are required.
For more information or to apply, please contact Jen
Maychrzak at jen.maychrzak@pfcenter.com
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Directions to Meeting |
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CA -SUNSET CORPORATE CAMPUS 13810 SE EASTGATE WAY BELLEVUE, WA
98005
FROM I-90 EASTBOUND (IMMEDIATELY AFTER 405 EXIT)Take
Exit #10-B Richards Road. Stay in the middle lane and take a
left at the stoplight. Remain in the right lane and cross
under the freeway overpass (I-90). At the stoplight take a
right (Eastgate Way) and continue up the hill. When you get
to the top of the crest, you will see Sunset Corporate
Campus on the left side. Continue past the building to 139th
Avenue SE and take two lefts to enter the visitor parking
lot.
FROM I-90 WESTBOUND Take Exit #11 - 161st, 156th,
150th. Take first curve to the right onto 161st. Turn left
at the stoplight which will put you onto Eastgate Way.
Continue through four lights (may be blinking or
stoplights); approximately one-half of a mile beyond the
fourth light you will see Eastgate Park and Ride on the
right hand side and just beyond that is Sunset Corporate
Campus. Take a right on 139th Avenue SE to enter the parking
lot.
I-405 NORTHBOUND Take Exit #11 Spokane/I-90 East Stay
to the right and take Exit 11-A; follow it to the exit for
156th SE which will loop you around and over the freeway (I-
90). Take a left at the first stoplight onto SE Eastgate Way
and continue past the Eastgate Park & Ride. Take a right on
139th Avenue SE, and the next left to enter the visitor
parking lot.
I-405 SOUTHBOUND Take exit #12 SE 8th Street, make a
left turn onto S. 8th (you will be heading East). Follow SE
8th Street and at the third stoplight (Lake Hills Connector)
take a right and follow that until you come to the Y. Stay
to the right and you will be on Richards Road. Stay on
Richards Road until you come to Eastgate Way (just before
you cross under the freeway (I-90)). Take a left onto
Eastgate Way and head up the hill. At the crest of the hill
on the left you will see Sunset Corporate Campus. Continue
past the building to 139th Avenue SE and take two lefts to
enter into the visitor parking lot.
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Member Asking |
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Can you help? One of our members is asking for some help with
having remote agents. Can anyone offer her a few minutes on
the phone to help? If yes, please email Cathy directly at
cathleenpo@yahoo.com.
The strength of our community is the reason for our success.
We appreciate any help you can offer our members.
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