Sample Storyboard of a Call Center
A good example of a storyboard is a DMAIC initiative to improve customer response time in a hypothetical call center.
The “Define” storyboard of a hypothetical call center maps the process flow and lists critical to quality (CTQ) issues and core business process. The process flow chart makes explicit the people responsible for each activity, the customers of each activity, and the stop and start stages.
The “Measure” storyboard aims to present data that reveals the type of defects, and metrics such as call volume and cost per call, to compare performance results within the desired state and determines the shortfall from expected standards. The data usually finds presentation in tables, graphs, and charts. A sample table and a corresponding bar graph lists call volume and cost per call sorted by region, employee, month, time of day, number of callers who did not receive a reply, and number of callers who called up more than once. This facilitates making quick comparison to the extent of compliance or deviance from the accepted levels for each employee.
The “Analyze” storyboard aims to use the process map and the illustrations from the earlier two stages to determine the root causes of defects and opportunities for improvement. The contents of this storyboard include items such as:
- Comparison graphs and flow charts to illustrate the deviance from the desired state.
- Charts that show variability in agents processing time compared to the ideal state.
- Bar graphs or pie charts that show the individual employee wise percentage of calls-types.
The “Improving” storyboard aims to provide solutions to fix the issues and roll out an implementation plan for the same. This may include illustrations on aspects such as:
- Dividing the team into separate functions, and making an analysis on possible productivity of each team member based on an historical analysis.
- Listing training and development plans.
- illustration of a new standardized work flow map.
The examples of storyboards related to "control," aims to devise ways to keep the process on the new course. The storyboard lists out the methods used to achieve this. Some methods include documentation, devising a monitoring plan, and illustrations on modification of systems to confirm to the new requirements.