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Participant Interview - Shivaji Ghosh, Ernst And Young.

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Vishwadeep Khatri from Benchmark Six Sigma recently interviewed Shivaji Ghosh, who is Assistant Manager at Ernst and Young, to find out how Six Sigma training has shaped his career

BSS: Shivaji, can you share with us some details of your career journey?

Shivaji: While I was pursuing my B.Com, I started with my first job in Sales at Citibank in 2001. My next assignment was as a tech support agent at a call centre at Delhi. I progressed into call monitoring, coaching and feedback sessions soon. At Vertex, as a business excellence manager, my next job focused on Call Quality and COPC.

My next assignment was a quality role at IBM. I moved further into dedicated workforce projects. I completed my Green Belt training and moved into Six Sigma projects.I also completed my Executive MBA.

I worked on a call quality role at Convergys next from where I moved into E&Y. After by Benchmark Six Sigma Black Belt training, I am now into a Black Belt Role. I work with Operations team and Support teams - Identifying projects and taking them through project execution phases. In terms of training, I carry out orientation sessions, Six Sigma Awareness, Green Belt, Data Analysis package plus BPMS training (metrics, procedures, dashboard)

Overall it has been 5 years with Six Sigma. It has been an extremely satisfying journey.

BSS: Shivaji, what do you think was the turning point of your career?

Shivaji: I think the turning point in my career was leaving my hometown which brought more responsibility. My moving into a quality role was the other important decision which changed my professional life.

BSS: What is your future plan?

Shivaji: I wish to continue with Six Sigma and am looking for a global perspective. I plan to add Project Management expertise. In terms of roles, I wish to become a client facing BB, and finally a consultant as well as a person developing Six Sigma business.

BSS: What kind of projects have you been doing? Are there any projects which you would like to mention?

There are three projects that I liked very much.

  • Early warning system for attrition - We were able to build in 40% predictability in 3 months time.
  • Web based decision tree - This project covered 7 types of calls out of 55 odd types. A decision tree removed the need for analytical ability on part of the agent. After this project, newly hired agents had a smaller learning curve. Out of 15000, 800 or 900 calls were among these 7 types where decision trees were perfected.
  • IT support help desk- In this project, introduction of coordinators resulted in quick ticket allocation to right engineer impacting productivity.

BSS: Which phase do you find as the most challenging in a Six Sigma project?

Shivaji: I think the most challenging phase is the improve phase. It is not easy to find out of the box solutions which are effective. The other challenging phase is control phase which requires lot of discipline.

BSS: You have undergone Black Belt training from Benchmark. How was your experience?

Shivaji: I attended Benchmark Six Sigma Black Belt in September 2008. I found it to be

1. Well Structured

2. Had a lot of Illustrations

3. Good number of working examples

4. Concepts were nicely elaborated.

5. Flow of phases was linked very well. Well maintained continuity

BSS: How has Six Sigma impacted your personal and professional life?

Shivaji: Simply put, I earn my money throughSix Sigma. It helps me retain my job.

BSS: Should students go for Green Belt during their MBA?

Definitely, Six Sigma can bridge the gap between theory and practice. Operations Research and TQM taught during MBA do not make sense from practical perspective. Green Belt is more about business sense. Students need to have real business thinking.

BSS: Any improvement suggestions for Benchmark Six Sigma?

Shivaji: I felt that the communication on project submission and approval criteria is unclear currently. This can be improved.

BSS: Thank you for your feedback and time & willingness to share your experiences with us and the forum members.

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