Hold Please! A call center design challenge

Challenge Your Team to Design A Better Way to Work!

Practice Design Thinking and Experiment with Process Modeling as You Walk Through the DCDOV Roadmap.

Challenge your deployment to learn process design by going through the DCDOV roadmap. Deal Co. and Gold Co., two small companies in the telecom industry, have decided to merge. This integration will hopefully increase market share as one unified conglomerate. The only problem? Deal Co. focuses on giving individual customers the best deal possible, and Gold Co. concentrates mainly on family accounts with unlimited service. How can your team seamlessly merge the two organizations without compromising value, resources, people, and the bottom line?

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Time to Complete

8‐16 hours

Number of Participants

Teams of 2‐3

Key Concepts Learned

Process Modeling & Virtual Prototyping, CTQCs, Discrete Event Simulation, Validating Capabilities, Error‐Proofing, Iterative Design, Predicting Process Performance, Reliability Testing, FMEA, Piloting Solutions

Recommended Prerequisite:

Green Belt or equivalent

Designing a New Process with DCDOV

Hold Please! uses the DCDOV road map to engage participants at each stage of the design process. Students spend two days walking through each step from Define to Verify to theorize, test, and evaluate their results. The Hold Please! facilitator will work with students to scope the project using CTQCs, mitigate failure risks, optimize performance, and perform verification testing. Each team will brainstorm multiple concepts and pilot their solutions.

Participants will perform various exercises including:

  • Identifying VOC and stakeholder analysis
  • Select measurable CTQCs
  • Define Performance Standards (Metrics) and establish a baseline performance
  • Develop concept alternatives
  • Develop and Evaluate a High-Level Design
  • Ensure Error-Proof Executions
  • Design for Reliable Performance
  • Evaluate Process Capability
  • Pilot and launch the product or service

Critically Thinking at Each Stage of the Design Process

Comprehension of Process Design goes beyond metrics and data analytics. While the collection of tools available is seemingly endless, true understanding is evaluated by the ability to think critically about the project, while using the correct tools for the job. As students move through the challenge, they'll have opportunities to tap into the knowledge and skills developed in their eLearning courses. With recommendations and guidance from their facilitator, participants will design the new call center process and iterate their ideas to gain a firmer grasp of real-world problem-solving during the design process.

A new way to visualize with EngineRoom® and Process Playground

For this simulation, students will have access to EngineRoom, featuring Process Playground — a suite of data analysis software focused on process improvement. Experimental process changes and error‐proofing become an easier hurdle to clear with the ability to visualize and work with provided datasets. Process Playground allows participants to transform static process maps into a workable, animated digital twin of real‐life operations. Students will be able to see bottlenecks and simulated output to fully understand how their design choices and solutions impact long‐term processes.

Instructor Materials

The instructor version of Hold Please! offers an annotated set of solutions for every activity. Teaching tips and coaching suggestions are also included to help adapt each lesson a variety of ways.

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What are the pre-requisites?

The sim should be done alongside Green Belt BoK. Because of the nature of the challenge, it is also helpful to have had some exposure to process modeling. We have provided free resources to help reduce the learning curve for Process Playground.

Are there any Instructor materials available?

The simulation comes with a solution guide with suggestions for concepts to cover as you work through the DCDOV roadmap.

Can the sim be run with another design roadmap?

Yes. Though the instructor materials follow the DCDOV roadmap, the sim is easily adapted to meet any process design roadmap you choose. Adapt the tollgates to align with your preferred roadmap.

How long does it take to run?

Between 1 and 2 days. An example agenda is provided in the instructor materials. The amount of time it takes is largely dependent on the pace set by the instructor.

Can an individual purchase this product?

No. This product is meant for organizations and deployments that have a group of participants they'd like to take through design training.

Is there one single "true" answer?

No. Every group will gather data from their model and design their own unique solution to overcome the challenges presented by the merger.

Do participants need to be registered through MoreSteam?

Yes. Participants will need a MoreSteam account and will be given access to EngineRoom featuring Process Playground for the modeling portion of the simulation.

What are the device/system requirements?

Hold Please System Requirements:

Operating System: Chrome, Edge, Firefox, Safari

Browser: Chrome, Edge, Firefox, Safari

Screen Resolution: Desktop (1024 x 768 or larger)

Dataset Requirements:

Supported Formats: Microsoft Open XML format for spreadsheets (.XLSX and .CSV)

Maximum File Size: Data files: 500kB (approximately 30,000 cells); Supporting files (images, PDF, etc.): 10 MB

Maximum Column Size: 10,000 cells

Data and supporting files: File Size up to 500 MB

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