Praveen Gupta

Hi Swapna, Congratulations on getting close to resolving your opportunities on customer complaints. Just do FMEA/mistake proofing to ensure that these issues don't recur and that would an icing on the cake to your project. In addition to comparing individual performances with their past performances to see if they have improved after implementation of your project, you should also compare their performances with the benchmark. You may need to first determine the areas/items you want to track to gauge the performance. In addition to number goals like calls handled per week, calls escalated to supervisor, calls resolved during first call itself, average handling time, etc., you may like to tabulate the performance in terms of soft skills as well, like compassion, language usage, issue comprehension ability, accent, etc. You may spread these items over a spreadsheet and populate the fields daily/weekly for each indivdual as per your evaluation. At the end of the month, you would be able to compare the current performances with past performances and benchmarking standards. As for your other questions regarding supporting your team, motivating them, and making work more interesting, I suggest you read the book "The Secret" by Ken Blanchard & Mark Miller. I am giving below a brief of it: Become a good listener and SERVE your team. Regarding your last question: Management understands the language of profits and/or cost reduction. I suggest you to prepare a .ppt presentation and show them the past figures and current figures and draw comparison to show how much the process has improved. Be ready with all the facts & figures & include some charts & graphs as well. I hope I could be of some help. Praveen Gupta

Rightly said!!! If six sigma benefits agriculture, farmers won't run from it as in today's world of concretization where they are motivated to sell their farms at lucrative prices for real estate development, which is already increasing India's ever-growing food supply-demand gap. This is one area where I would like to contribute my six sigma learnings, if given an opportunity. Regards, Praveen Gupta

Hi, I am going for black belt course from 12th November. I would appreciate if anybody could suggest any pre-course preparations to get the maximum out of the course. Thanks & have a nice time, Praveen Gupta