S.P. Senthilkumar

Hi VK, You read my mind. Expecting the step by step approach SP

Hello Shivani, As you might be knowing the basic difference between Voice of Customer and Voice of Business is. VOC is always about what is that they want and it need not end up in any increase in our revenue. VOB is always about either increasing revenue, business or saving from a loss. Thus, if you have to 1. list out the problems that were raised by customer 2. try to map financial impact of it (if any) 3. how it can result in losing the client (based on the frequency of the issue, etc.) 4. Show how the project could benefit or safeguard the Business (in terms of the three elements important for VOB) Such a report would help to convince the management. Then on it would become a VOB, even if you dont concentrate on it, they will ask you to rectify the problem. Hope I have replied your question. Thanks, Senthil.

Hi Shalini, Domain URL check is done automatically by the system. We already have the domain URLs stored in a database, system verifies with it evereytime a URL is updated. As I already mentioned, yes its a warning mistake proofing.

Hi VK, I have a case where we work on crawling data from websites along with their domain URL. While we do so there are many cases where there is link re-directing to a different domain. As a warning Poka-Yoke, I suggested that we check the domain URL while updating the same to the database, if there is a difference in the domain URL then it would be moved for manual updation of correct domain . SP

Hello, I have initiated a sixsigma project in the project handled by me. The project is to reduce the quality issues due to specific cause thereby improve the quality delivered (pertaining to the cause chosen). Definition phase: I have made a project charter and got the approval from the responsible person. Is there anything else to be done in this phase? Measure phase: I have collected all the issues (internally and externally) classified it and isolated the issues due to the chosen cause alone. Is there anything else to be done in this phase? Analyse Phase: Started doing rootcause on the issues that were isolated Please advise on what next. Thanks, Senthil

Hello Mohan, I am working in a KPO too and trying to initiate a project in my company. I am into E-commerce domain and decided to work on customer complaints in one of our project which is a pain point. This I decided based on VOC (Voice of Customer) and discussed with my senior Management thus have become VOB (Voice of Business)too. If you can explain a little about your process may be we can discuss further regarding a project in your concern.