Green Belt Training for IT Enabled Services
( A Five Day Workshop )

Register Online

Workshop Overview
Customer Contact centers and BPO units (IT enabled Services) need a very tight control over processes and a disciplined improvement path. The management approach has to be rigorous, customer oriented and data-driven in order to achieve measurable business results. Thanks to technology, the BPO industry has easy access to data. However the real challenge is to uncork the genie that is resident in the numbers - Six Sigma helps you do just that.

Designed and delivered by people who understand BPO operations as well as Six Sigma methodology, this workshop offers participants the basic building blocks for improving business processes in an BPO company. The training uses contextual examples, case studies, and exercises on burning issues of the BPO industry like Customer Satisfaction, Productivity (utilization and handling time), Transaction Quality, Service Levels, and Attrition.

Workshop Objective
This workshop will help the participants from ITeS industry in understanding:

• How to identify projects from key business areas/ imperatives?
• How to bring about improvements in business processes such as transaction monitoring, staffing and scheduling through the application of Six Sigma tools and the DMAIC methodology?
• Which are the areas where Six Sigma tools have yielded the greatest benefit to practitioners?

• What are the pitfalls in Six Sigma implementation in ITeS and how to avoid them?

On completion of this workshop the participants will be ready to launch Six Sigma projects and provide RoI within 4 to 6 months.

Who Should Attend
The workshop is designed for:

• Implementers of Green Belt projects from the ITeS industry like Operations Managers, Supervisors, Team Leads and High Potential Agents.
• Designers and managers of Green Belt projects.

Workshop Contents

• Setting the Context
  • ITeS Industry Structure and Stage of Evolution
  • Critical Business Processes and Metrics
  • What has worked and what hasn't
  • How to select projects
  • Introduction to Six Sigma
  • DMAIC and its applicability in the ITeS industry
• Define Phase
  • Module 1: Capture Voice of Customer
    • Identifying the Customer - clients and end users
    • Capturing the Voice of Customer (VoC) - surveys, complaints, monitoring results
    • Map VoC to Critical to Quality (CTQ) measures
  • Module 2: Project Charter and Plan
    • High Level Process Mapping from End to End
    • Develop Project Team Charter
    • Select Process Ys the critical differentiators in the ITeS industry
• Measure Phase
  • Module 3: Process Performance Metrics through looking at internal and external benchmarks or customer expectations and identifying units, defects and opportunities
  • Module 4: Collecting and Summarizing Data covering data collection plans and sampling
  • Module 5: Measurement Systems e.g. calibration, skill measurement
  • Module 6: Analyze Process Capability particularly in the context of SLA and business objectives
  • Module 7: Improvement Goal for e.g. increases FTR by 5%, reduce AHT by 5%, improve transaction accuracy by 2%
• Analyze Phase
  • Module 8: Exploratory process and data analysis to identify causes e.g. agent vintage, agent background, training score, transaction type etc.
  • Module 9: Hypothesis Testing to narrow down to few vital Xs
• Improve Phase
  • Module 10: Solution Generation and Design of Experiments (DOE) e.g. AHT vs. transaction quality, service level vs. customer satisfaction
  • Module 11: Risk Mitigation through piloting, FMEA and error proofing
  • Module 12: Measurement System Reanalysis
• Control Phase
  • Module 13: Controlling through documentation, Statistical Process Control and Response Plan
  • Module 14: Project Closure

Six Sigma Tools Covered
Some of the key Six Sigma Tools covered in the workshop include:

• Cause & Effects Matrix
• Fishbone Charts
• Basic Statistics
• Failure Modes & Effects Analysis
  (FMEA)
• Control Charts and Statistical Process Control (SPC)
• Measurement Systems Analysis Gage R&R
• Pareto Charts
• Sigma Capability Computations
• Multi-Vari Analysis
• Hypothesis Testing
• Design of Experiments
• Mistake Proofing
• Control Plans
• ANOVA
• Linear and Multiple Regression
• Chi Square Tests

For any other information, please mail us at sixsigma@qaiindia.com