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Rajesh Chakrabarty

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Everything posted by Rajesh Chakrabarty

  1. Yes i agree that focussing on the sigma level alone is not the best way of looking at "lean six sigma" The improvement in sigma level is a long process and hence me lead to anxiety and impatience amongst the stakeholders.... The better way is to keep the shift sigma level as the long term goal and relish and encourage the small improvements in efficiency and effectiveness in the process brought in through the lean practices.
  2. In today's Business world , with the Start up culture in boom, most of the entrepreneurs are open to new concepts and techniques that will help them to achieve business excellence and drive it closer to their vision. For Business Excellence Experts and people who have studied both the approaches/ Philosophies i.e Six Sigma and Lean , understand that Six Sigma complements Lean philosophy by providing data centric tools and know-how to eliminate wastes and catalyze continuous improvement in the existing business processes . Both approaches, essentially have the same goals of making the existing
  3. In case of an objective to measure the customer satisfaction for the performance of an App Based Cab Service Provider, the obvious situation is that the prospect customer has downloaded the app and tried the services Here, the customer has taken the effort to download the app or already downloaded the app and then tried to book a ride- immediate need. Hence, in the quest to measure the customers overall satisfaction, following is the ranking I would suggest for the five metrics: 1) CES- It is important to measure how the customer felt about the effort / ease for him to download
  4. In case of an objective to measure the customer satisfaction for the performance of an On –Field Credit card Sales Process , the obvious situation is that the prospect customer has been approached by an on field sales executive/ agent. Here, the potential customer is approached by the sales executive at the customer’s domain. It is noteworthy that selling any BFSI product requires a great effort, Hence in the quest to measure the customers overall satisfaction, following is the ranking I would suggest for the five metrics: 1) CES- The Sale agent’s sales pitch and conduct determin
  5. In case of an objective to measure the customer satisfaction for the performance of an E-Commerce Website for Electronic Goods (Only for website) , the obvious situation is that the browser/ customer has opted to visit the website to either purchase or only browse the site to understand options (Window shopping). Here, the browser is definitely a person who is net savvy and a prefers the convenience of visiting a website from his current location. He has logged in to the site to either test the water or to make a purchase of a good which is a need for him. Hence in the quest to measure t
  6. In case of an objective to measure the customer satisfaction for the performance of a classroom training provider of courses for working professionals , the obvious situation is that the customer has already booked the slot for the CRT. Here, the customer has come to receive some training which is a need for him. Hence in the quest to measure the customers overall satisfaction, following is the ranking I would suggest for the five metrics: 1) CES- It is important to measure how the customer felt about the effort it took for him to learn / participate during the CRT. CES is best ap
  7. In case of an objective to measure the customer satisfaction for the performance of a Call Center for Credit card Support, the obvious situation is that the customer is already a customer and has called for some query or concern or Information- Basically an immediate need. Hence in the quest to measure the customers overall satisfaction, following is the ranking I would suggest for the five metrics: 1) CES- It is important to measure how the customer felt about the effort it took for him to interact with the Call Agent/support team. The customer’s experience , or the ease with whi
  8. In case of an objective to measure the customer satisfaction for the performance after sales in an Onsite Service for Electronic goods, the obvious situation is that the customer has already purchased the product and has visited the site for after sales service. Here, either the customer has experienced a defect in the good or probably needed to understand better, the working of the electronic good that he has purchased. Hence in the quest to measure the customers overall satisfaction, following is the ranking I would suggest for the five metrics: 1) CES- It is important to measur
  9. The “Inventory” is one of the seven wastages in lean Philosophy, which basically indicates: - excess material, - Work in Process(WIP) - or Finished goods. Any of the above 3, or all of the above 3, when is more than the immediate requirement, represents cash or monies held up in the form of material laying dormant- It is difficult to turn into cash quickly. The inventory also occupies space which is very dear in the current times with real estate prices on a continuous upward trend. The Causes for inventory can be many including- - Waiting ti
  10. This was indeed a great article. It gave an insight into the implementation of the basic complaint handling method, which subsequently puts forth the culture and values of the organisation. The Basic 5 Stepladders towards perfect execution is well covered by Ocada through: 1) Easy and simple accessibility – Very important for the customer to be able to reach out with ease …It gives indicates that the feedback is welcome and appreciated and hence the process is made easy for the customer. 2) Prompt Acknowledgement- Very important as with the advent of technolo
  11. I have come across one acronym GAME, which is closest to the DMAIC... Wherein: G=Gather Facts A= Analyse M=Make a SMART Plan E=Execute. Here, GAM covers the DMA and E (Execute) covers the I (Implement) The C (Control) is missing though.
  12. Example 1)Introduction of ordering kiosks in Restaurants-it has reduced the handoff in the process from the order taker to the kitchen. Example 2) ERP with accounting modules which help to align the creation of invoices automatically, based upon the indent raised by the customer. Reduces the process of handoff between the sales personnel and the accounts clerk. Example 3) Hand held Tabs for Planned Maintenance routine. The technician who is reviewing the PM uses a checklist in the application to check whether he had done everything as per the requirement and defined process flow. A
  13. I do agree on the point about a person having experience in the area of operations acquiring skill and technique.... This person can definitely be of great help to the project lead/improvement Manager.....especially for FMEA
  14. I would request all my colleagues who feel that project experience is not required, to empathize with the company that wants to hire . Let us refer to the analogy of a situation wherein a heart patient who has to choose between a MS in cardio without any experience in real operations and an MS in Cardio who has already performed successful operations.
  15. YES!! As the experience and the transferable knowledge gained from the project counts. The more the projects completed, the better.
  16. Within the organisation, It is imminent that the professional markets six sigma/Lean/Business excellence implementation as a profitable business venture. There is a three step approach that needs to be taken... 1) Evaluate the key panel members who will be easier to approach and convince. Ideally the best person to 'target' is the CFO. 2) Prepare a plan or presentation with time tested concepts which emphasises on communicating an idea in terms of it's monetary benefits.. Like better Throughput, ROI, Cash flow, positive P&l. This should help as the even the
  17. Let me first jot down the definition as I understand: An Effective Process is the process is the process which has a good objective and desired end, however the methodology or flow does not provide the best results due to multiple reasons like in a appropriate usage of resources or available knowledge.... The ROI or throughput is always below the expectation of the Main stakeholder (investor) or top management. Whereas The Efficient Process is where the methodology used or the functioning used is the best as there is least waste of time and effort as resources are used optimally and
  18. I have voted for an "yes" when the same question was asked with an YES/ NO option. That is because , going by the definition of a defect – “Frailty or shortcoming that prevents an item from being complete, desirable. Effective, safe, or of merit, or makes it to malfunction or fail in it’s purpose”, It is possible to have a Defect free product . It is possible if the ideal conditions are provided and ONLY a single unit(Or a very low sample size) is to be produced, which has liberal specifications or so to say has no astringent specifications. This is an ideal scenario- a response to a requ
  19. In any work, such as DMAIC/ DMADV project,which is done by more than one person, basically a team- There is a requirement to define and elaborate the following key factors for successful execution of the said work(Project / Daily operations) - clear goals, roles, processes, and interpersonal relationship (GRPI). The responsibility assignment matrix (RAM) can be used to clearly define the role and responsibility of each of the members in such teamwork. There are 2 commonly used responsibility assignment Matrix RACI & ARMI- Noted below are the descriptions of both- RAC
  20. Given the challenges faced by the product development team, in a QSR set up, only to decide what product to build due to the constant conflict of interest within the internal stakeholders/ departments (Operations, Marketing, Strategy, QA ,Suppliers etc) the additional terms in the question for this paper is a real brain tickler. Ideally , the product specifications are developed from the suggestions and recommendations of the end customer .A proper analysis of the needs of the customer is aligned with the Business perspective and a PRD is prepared for the same and the specifications are
  21. The concept of yield in Lean management is considered as the measure of the quality of a process. The types of yields discussed or considered are First Pass Yield(FPY) & Rolled Throughput Yield(RTY). Both these measures are basically the ratio of good units produced to the number of units entering the process, where unit is any item that is being processed. The First Pass Yield or Throughput Yield is a unit based metric wherein the calculation occurs after any check is conducted to determine whether a unit is good or not. For example, in a QSR, let us look at an Offsite bulk o
  22. The Hawthorne effect is impending as it is prods on the intrinsic human behaviour. It is a common observation that there is an improvement in human behaviour of performance when there is attention on them from their supervisors, Clients, colleagues or for that matter whomsoever they consider as the entity to which they are answerable for their performance. Taylor’s theory also somewhat seconded the theory putting forward the idea that workers are mainly motivated by “pay”. According to his theory of scientific management, workers do not enjoy their work by nature and hence need supervision and
  23. The Coefficient of variation (CV) is basically the ratio of the standard deviation to the mean in a given data set. It is used as a measure of relative variability and allows to compare the range or spread of many data sets. Just to understand it very easily let us take the examples of a QSR which is trying to find the best bet to open outlet , between 2 territories with favourable traits, proport- Traits like population, SocioEconomic level of population, Competition, Prospect growth in the territory etc. The Real Estate team has cited 20 locations and their rentals in both territorie
  24. Given the many benefits of FMEA in assessing posaible risks in a process and predicting any possible failures that may be there in a process, there are certain limitations that FMEA has... -FMEA by itself, in isolation is only a tool for assessment and has to be supplemented with another error eliminating strategies or tools to actually see the benefit of the exercise. - The effectiveness or Impact of FMEA is proportional to the knowledge, experience, awareness, attitude and wisdom of the people behind it. - It is not a one time process and needs to be updated and reviewed as
  25. Customer Relationship Management (CRM) can be related or associated to the strategies, Technologies and Practices that organisations use to accumulate and manage and analyse the interactions with customers. Most of the times, the whole approach is based on a software which allow the organization to retain and maintain data about all transactions done. The biggest benefit is that customers can be determined as unique identities through identities like Name, phone number and various other identification objects ideally known as User ID (UID). The softwares provide the option of accumulating dat
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