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What is Six Sigma?
Six Sigma
is both a management practice as well as a capability measure.
The fundamental definition of Six Sigma capability refers
to a process where "the center of the process is away
from the nearest specification limit by six standard deviations
of the process". The customer of that process determines
the specification limits within which the process has to perform.
Sigma capability of a process is a measure and therefore can
assume any integer value - "doing six sigma" implies
that we move towards this level of sigma capability, not as
a pre-requisite, but more as a target destination on a journey.
Six Sigma as a management practice refers to the business
initiative undertaken at an enterprise to systematically enhance
the capability of its business processes to better meet/exceed
customer specifications, resulting in a tangible business
gain. This simplified definition describes the implication
of "doing Six Sigma".
Why Six Sigma for BPO
and Customer Contact Centers?
Some of
the key reasons why BPO organizations should implement Six
Sigma include:
- Faster route
to process maturity in a relatively less mature industry:
The BPO industry in India is still a nascent one and therefore
still in the process of ramping up capacities and building
delivery capability. However, the 'Key Business Processes'
that they are handling for their customers are mature and
stable. BPO providers need to bridge this gap, and need
to stay focused on quality and process management even as
they grow at a frantic pace.
- Metrics-based management:
Operating in an environment where multiple 'moments of truth'
occur with the clients every single minute and span of controls
in the management structure are very high, it becomes imperative
for the industry players to have a robust metrics system
for measuring, tracking and managing the business.
- Process control:
BPO providers need to maintain very tight control over
their processes for ensuring consistent customer experience.
- A disciplined improvement
path: Continuous process improvement is a key imperative
in order to enhance service and quality at lower costs.
SLA's often demand year on year improvements in process
metrics and cost reductions.
- Customer orientation:
There is a need to capture the Voice of the customer-
both the client whose process you are handling as well as
the end customer.
QAI
Methodology
Six Sigma as a framework
is apt for practically any business function across industries.
However, we strongly believe
that Six Sigma has maximum impact only if it is imparted without
a suitable industry context.
QAI provides customized
interventions of training, consulting, mentoring for Six Sigma
deployment in BPO and Customer Contact Centers.
Consultants who have a
rich experience in Six Sigma and are well versed with the
operational issues in BPO and Contact Centers provide the
services.
The trainings use operational
case studies from BPO environment to facilitate learning e.g.
Gauge R&R for calibration in context of Transaction Monitoring,
Design of Experiments for improving 'On time' etc.
QAI Roadmap for Six
Sigma deployment
The steps involved Six Sigma deployment are as follows.
- Perform a Diagnostic
Assessment
- Synchronization and
Planning
- Establish Business
Process Management System
- Training (Champions,
Black Belt, Green Belt…)
- Project Selection
- Project Support for
first wave of Projects
- Roll out Six Sigma
at a large scale
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