Vishwadeep Khatri

Lean Six Sigma projects identification in BPO In a BPO, the following types of projects are commonly carried out. Reducing the number of errors for XYZ team to 0.5% Reduction of FTEs by 30 by process reengineering in XYZ team Transitioning support staff into billable slots after 3 months of stabilizing Ensure that 90% of the jobs do not require reworking for XYZ team Reduce sloppy errors to 1 per week day Reduction of IRR across XYZ, ABC Improvement of average productivity of XYZ Improve skill index of production staff across the company Achieve a utilization of 75% across production lines in XYZ Achieve an overall internal quality target 98% for the client in ABC Enhanced revenue generating opportunities by proper capacity management Improve the updating process of the client's databaseAchieve 80% capability among production staff to function at priority level Increase through-put by removing unitization QC processReducing the timeline of roll-out of new process Examples of companies who have been implementing Lean Six Sigma in BPO- Among Banking BPO's, ICICI OneSource, AMEX, BoA, HDFC have been benefiting from Six Sigma. WNS Global Services, Office Tiger, GE Capital are others who have benefited. Among users in the Call Centers GENPACT, Wipro, Accenture, HCL, EXL, Patni BPO have been utilizing Six Sigma methodology. Benchmark Six Sigma has been conducting in-house training and has tie up with several leading BPO's.

Six Sigma in Asset Management Hardware asset management entails the management of the physical components of computers and computer networks, from acquisition through disposal. Common business practices include request and approval process, procurement management, life cycle management, redeployment and disposal management. Good Six Sigma projects can be carried out with following objectives Reducing time taken in approval process. HARD BENEFITS. Improving procurement processes in times of timeliness and accuracy. HARD BENEFITS Decreasing hardware downtime. HARD BENEFITS Improving re-deployment accuracy and timeliness. HARD BENEFITS Enhancing efficiency of disposal process. SOFT BENEFITS Reducing errors in requisition capturing process. SOFT BENEFITS Hard benefit projects are those that have verifiable impact in cash. Soft benefit projects have indirect benefits that cannot be easily converted into cash.

Companies in telecom sector like Bharti Telecom, Siemens, France Telecom have been reaping benefits from Six Sigma concepts for quite some time now. Bharti has been using Six Sigma DFSS and DMAIC roadmaps. We have been training people from all these three companies and also some from Vodafone. HR, Finance, BPO and IT divisions/ departments of telecom companies use Six Sigma in very much similar fashion as in other industries. Telecom specific applications include. 1. Development of new features, processes for new services 2. Improving accuracy, timeliness and completeness of customer communication. 3. Improving accuracy, timeliness and completeness of new connections. 4. Improving up-time and quality of services. 5. Reducing response times for complaints, improving customer experience.