Use SIPOC to diagnose service misses as process handoff failures rather than isolated agent errors.
The move: map the service promise end to end before deciding where accountability sits. SIPOC gives you a high-level process view without drowning in every click path. Start with the output and customer: what must this process produce, and who relies on it? Then move backward to the process, the inputs, and the suppliers. In BPO work, suppliers can be client teams, WFM, training, knowledge management, QA, or another vendor queue. This matters because many defects are born before the agent touches the case. A missing field, stale knowledge article, unclear exception rule, or late staffing file can create a…
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