Shantanu Kumar interviewed Sunil Pare.
BSS - Can you share with us details of your career journey till now?
Sunil Pare - In 2002 I started as a voice agent in a semi tech operation for a Mumbai based company named SITEL INDIA , I grew to become a team leader in a span of a year and was shifted to a collections process for a Fortune 100 client. In 2004, I got an Opportunity to work for GTL Ltd as an Assistant Manager Operations for a Sales Process. It was the toughest and most challenging processes that I worked in which involved doing cold calls and selling Credit Cards in the United States . In 2007, I was approached by HOV Services to head their Collections program for their medical and credit card debt portfolios. I am still heading these programs and we have expanded in scale and complexity during my tenure
BSS - Which phase do you find as the most challenging in a Six Sigma project?
Sunil Pare - I think the most challenging phase is the Define Phase. This phase lays out the roadmap for the entire project and I feel is the most important of all the phases as well.
BSS - Which Six Sigma tools have you applied more often?
Sunil Pare - Fish-Bone simply because it is the simplest and easiest to use even for those who haven't been trained on six sigma
BSS - How has Six Sigma impacted your personal and professional life?
Sunil Pare - Six Sigma has affected my professional life in more ways than one. To start with, decisions are more data driven. Quality is no longer a separate function, but a means to achieve Operational Excellence.
BSS - What kind of Six Sigma projects have you been working on? Are there any projects which you would like to mention?
Sunil Pare - I am currently working on a project to reduce the unproductive time of agents in my call center.
BSS - You have undergone training from Benchmark. How was your experience?
Sunil Pare - The four day training with Benchmark, was a Training for Life. It opened hitherto unknown aspects of operations. I came to the training with an objective of earning a certificate to further my career prospects, but the training made me realize the operational gaps existing due to incorrect analysis or lack of knowledge to understand the current data. After the training we went back and analyzed every operational aspect and started 4 simple and basic projects, which are yielding good results.
The trainer was very knowledgeable and his assistance provided after the training has come in extremely handy to all of us. His thoughts on resolving roadblocks during our projects have helped us learn quicker and faster. During the training his patience with those who were slow in learning was remarkable and his clarity of the subject helped us understand the concepts very lucidly.
BSS - What kind of benefits have you derived due to Six Sigma knowledge? How has your job profile been impacted by Six Sigma expertise?
Sunil Pare - My job profile has definitely improved with the addition of this course in my resume. Most importantly I feel I am able to give more in my current job than I could earlier.
Thanks for your time and inputs