If we are talking about improving the quality of a service provided, should the FMEA focus on what the support agent provides and what the customer receives separately, or both at the same time?
When using the FMEA to assess a service, it’s generally applied to the internal process and assessed by process participants – the people providing the service. If you want to understand the customer experience of receiving the service, then you…
Elisabeth is a Master Black Belt at GoLeanSixSigma.com, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. For over 30 years, she's helped leading organizations like Amazon, Charles Schwab and Marriott International, Inc. build problem-solving muscles with Lean Six Sigma to achieve their goals.
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