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Six
Sigma for IT Enabled Services
BPO Units and Customer Contact Centers (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 ITES 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.
Workshop
Overview
The workshop
is designed & delivered by people who understand the ITES
operations as well as Six Sigma methodology; the Black Belt
Training for ITES provides the participants in-depth understanding
of tools and methods in the Six Sigma body of knowledge and
their application in an ITES environment. The tools are introduced
along with hands-on exercises and case studies to ensure rapid
learning and knowledge retention.
Numerous projects in areas
like On Time, Customer Satisfaction, Abandonment Rate,
Forecasting Accuracy, Service Level, Handling Time, Back Log,
Fatal Error, Cost of Poor Quality, Attrition etc. have
been successfully completed indicating the power of application
of Six Sigma methodologies to the ITES sector.
This 20-day program is
delivered in four blocks of five days each. This provides
an opportunity to participants to apply the tools and methods
to projects in their own business. QAI's Six Sigma Coach provides
mentoring on these projects.
Workshop
Objective and Deliverables
QAI has incorporated the most appropriate
tools and techniques used by the Six Sigma community in the
ITES sector. The training is highly contextual and experiential
and uses examples drawn from the sector.This workshop will
help participants:
- Apply the DMAIC methodology
through specially designed exercise for the ITES sector.
- Facilitate a Six Sigma
deployment focusing on the five-step improvement methodology
for reducing defects in a process, product or service.
- Lead a Six Sigma improvement
team to solve performance problems by use of a structured,
disciplined problem-solving approach.
- Address change management
issues while improving process performance
- Align Voice of Business
and Voice of Customer with Six Sigma projects
- Use specially designed
templates to shorten the learning curve
Who
Should Attend
People who want to be Six Sigma
Black Belts as well as learn specific tools applicable for
the ITES sector.
The profile we have seen in the past who have attended the
workshop are:
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