The Connection Between Six Sigma and CRM

Six Sigma is an industrial business strategy directed at improving the quality of process outputs by eliminating errors and system variables. The end objective is to achieve a state where 99.99966% of events are likely to be defect free. This would yield a statistical rating of Sigma 6 hence the name.

The process itself is thankfully more user-friendly. It presents a model for evaluating and improving customer relationships based on data provided by an automated customer relations management (CRM) system. However in the nature of human interaction we doubt the 99.99966% is practically achievable.

Six Sigma Fundamentals

The basic tenets of the business doctrine and the features that set off are generally accepted to be the following:

  1. Continuous improvement is essential for success
  1. Business processes can be measured and improved
  1. Top down commitment is fundamental to sustained improvement
  1. Claims of progress must be quantifiable and yield financial benefits
  1. Management must lead with enthusiasm and passion
  1. Verifiable data is a non-negotiable (no guessing)

Steps Towards the Goal

The five basic steps in Six Sigma are define the system, measure key aspects, analyse the relevant data, improve the method, and control the process to sustain improvements. There are a number of variations to this DMAIC model, however it serves the purpose of this article. To create a bridge across to customer relationships management let us assume our CRM data has thrown out a report that average service times in our fast food chicken outlets are as follows.

<2 Minutes 3 to 8 Minutes 9 to 10 Minutes >10 Minutes
45% 30% 20% 5%
Table: Servicing Tickets in Chippy?s Chicken Caf?s

Using DMAIC to unravel the reasons behind this might proceed as follows

  • Define the system in order to understand the process. How are customers prioritised up front, and does the back of store follow suit?
  • Break the system up into manageable process chunks. How long should each take on average? Where are bottlenecks most likely to occur?
  • Analyse the ticket servicing data by store, by time of day, by time of week and by season. Does the type of food ordered have a bearing?
  • Examine all these variables carefully. Should there for example be separate queues for fast and slower orders, are there some recipes needing rejigging
  • Set a goal of 90% of tickets serviced within 8 minutes. Monitor progress carefully. Relate this to individual store profitability. Provide recognition.

Conclusion

A symbiotic relation between CRM and a process improvement system can provide a powerful vehicle for evidencing customer care and providing feedback through measurable results. Denizon has contributed to many strategically important systems.?

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Benefits of Energy Savings Opportunity Scheme (ESOS)

More than just building energy, improving skills and undertaking audits, Energy Savings Opportunity Scheme works beyond. ESOS adheres to policy coherence, provides information to raise awareness, facilitates energy efficiency market and encourages adoption of appropriate energy efficiency measures.

Generally, ESOS is great for energy professionals and businesses. And in the current situation of UK?s energy industry, this new scheme is a substantial help. The key is to know the benefits that ESOS provides, understand how it can affect you, learn how to maximise its potential and make a big difference. Here?s to explore the highlights of ESOS.

Who benefits from ESOS?

Energy Savings Opportunity Scheme covers non-SME enterprises which includes UK businesses having more than 250 employees; even those with employees fewer than 250 but have annual turnover of more than ?50m and balance sheet exceeding ?43m; or those professionals that belong to a large enterprise. This is in accordance with what Article 8 of the EU Derivative provides.

What are the benefits of ESOS?

ESOS provides opportunities to enhance an organisation’s energy efficiency strategy, of which the benefits include:

Economic Growth and Competitiveness

The implementation of energy efficient measures increases local employment in the labour markets. Consequently, this taps the labour potential and drives economic growth.? In a lower carbon economy, businesses need to develop green projects to maintain economic competitiveness as well. ESOS is strategic approach initiated by the UK government to push technological innovation and energy investments.

Cost Savings and Emission Reductions

ESOS is flexible in such a way that it combines energy policies and innovations tailored to every organisation’s need. The energy efficiency measures taken, resulting from the scheme, quickly cuts down both carbon emissions and energy bills at cheapest possible ways.

Managing Energy Demand

ESOS provides energy security to UK by reducing the energy consumption of enterprises. With this, the economy would be more efficient and less exposed to international energy market volatility. Also, this will lead to more savings from less future investment in energy infrastructure.

Getting your Management Performance Noticed

If you are an energy professional, you will benefit from ESOS by exploiting it ?to boost your charisma towards the company directors. You can show them how the scheme works and how it can save your company substantial costs. Managing energy with ESOS can help an organisation grow. Nevertheless, you are the key person designated to get the project done and achieve success.

How can ESOS make a difference?

More than anything else, ESOS can make a huge change. True to its name, it provides large enterprises the opportunity to manage energy wisely, reduce overhead costs and promote responsible corporate energy consumption.

The International Energy Agency said that investing in energy efficiency leads to growth, additional jobs, competent budgets on public spending and enhanced industry productivity. If you are an energy and environment professional or a non-SME business entity, you hold the impulse to act. Aside from all those excellent business benefits that you get to enjoy, you will be able to contribute a portion towards achieving UK?s national carbon target of 80% in CO2 by 2050.

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  • (+353)(0)1-443-3807 – IRL
  • (+44)(0)20-7193-9751 – UK
Web Analytics

There’s a vast ocean of raw customer data on the Web. Ever thought of the implications if somehow you could harness all that data and transform it into useful information? Information that perhaps you can use in your SEO (Search Engine Optimisation) and conversion optimisation?

There are web analytics tools you can employ for these purposes. But using web analytics tools will only win you half the battle. You’ll have to be proficient in configuring these tools to generate insightful and actionable results out of them. A poorly configured tool can produce confusing or even misleading information.

Our web analysts possess the expertise to configure and use web analytics tools, as well as analyse results and leverage information obtained from them.

These are the things we can do to help you take advantage of web analytics.

  • Discuss with your managers to establish your specific goals, to determine what specific data we have to collect/analyse and to plan out how to go about with the entire process.
  • Help you select an appropriate tool, install it and set optimal configurations including page tags, filters, funnels, reports and others.
  • Wield the full force of your analytics tool(s) to make sound business decisions.
  • Monitor the entire web analytics system and implement adjustments when needed.
When Carrefour Pushed the Right Buttons

Retail giant Carrefour based in Boulogne Billancourt, France is big business in anybody?s numbers. Europe?s #1 retailer opened its first store in 1958 near a crossroads (Carrefour means ?crossroad? in French) and has largely not looked back since then. The slogan for the hypermarket chain with more than 1,500 outlets and close to a half million employees is ?choice and quality for everyone?. Our story begins when Carrefour decided these things belong at home too.

The company implemented a worldwide universal responsibility program firmly anchored on a tripod of goals for environmental, economic and social progress. Its first step was to appoint a five-person project team tasked with liaising with program delegates in all thirty countries in which it operates, and who had responsibility for driving these goals.

The team?s job was to make sure that policies, standards, procedures and key performance areas were common visions throughout Carrefour. By contrast, the local managers? were tasked with aligning these specifics to local conditions in terms of environmental, political and social issues. The project team checked the fit quarterly via video conferences.

The Triple Bottom Line Goals were woven through with Carrefour?s Seven Core Values, namely Freedom, Responsibility, Sharing, Respect, Integrity, Solidarity and Progress. Constant contact was maintained with staff and other stakeholders through ?awareness training? seminars and other dialogues. As the program took hold and flourished, it became evident that the retail giant needed help with managing the constant stream of metrics flowing in.

After reviewing options, Carrefour appointed a software provider to monitor progress against its primary focuses on energy, water, waste, refrigeration, paper, disposable checkout bags, hygiene & quality, management gender parity, disabled people and logistics. This enabled it to track progress online against past performance, and produce meaningful reports.

The Environmental Manager in the Corporate Sustainability Department waxed lyrical when he said, ?We believe that our sustainability strategy and software solution have powerfully improved collaboration, innovation, and overall performance?. He went on to describe how it was helping drive cost down and profitability up, while simultaneously growing brand.

Non-conformance costs can be high and run counter to the imperative to make a profit – while simultaneously ensuring a better world for our children?s children. In Carrefour?s case, having a consultant to measure progress was the key that unblocked the administrative bottleneck. Irish company Ecovaro does this for companies around the world. Click here. Discover what we will do for you.

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