BPO-MANAGEMENT5 MIN READ
Walk the SLA miss from symptom to control
Use DMAIC decision logic to move from SLA symptom to verified process control.
Repeat SLA miss The queue has missed three Mondays in a row. The team has explanations but no shared evidence. Solution jumping can spend money without touching the real constraint. DMAIC sequence Define -> Measure -> Analyze -> Improve -> Control DMAIC protects the team from confusing a plausible story with a verified cause. Jump to fix Add overtime and hope. The fix is connected to the cause. In operations, sequence is quality control for thinking. 01 Define 02 Analyze 03 Control Problem frame The client says: fix Mondays.
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