Yatin K

What if 'X' input factors which are affecting my output 'Y' are out of scope? i.e. these 'x' factors are not controlable either by client or by BPO (they are due to work which is outsourced by client to multiple third parties)?also because of certain regulatory issues changes in operating procedures are not easily possible? for e.g. A process is receiving queries from customers of client that the units on which company have billed the customer are incorrect. While the work to measure units used by customer is outsourced to some third parties? Now interesting part is process in BPO works as per SOP's agreed between BPO and client and SLA Targets are meeting correctly (in terms of cases closed)but that doesn't mean that customers query is geting resolved. Process is receiving multiple queries i.e second/third time contacts by customer OR time to resolve query is very high. More to that more than three subprocesses are involved in this and SOP's are entirely different for them. It's classic example of CSAT and SOP's are entirely different. What are the likely solutions if reasons are out of scopes? specially if such kind of problems are affecting very less customers out of total customer base? If Client and Outsourcing firms are strategic partners will such issues solved in much better way?

Can Six sigma and Business Intelligence coexist? What kind of conflicts may arise?

Dear Vishwadeep, Thanks for your view/ suggestion. Looking forward for it in future also. Regards, Yatin

Hi, My question is about Six Sigma Implementation in Microfinance industry (MFI). MFI itself is in nascent stage. Are there any examples/case study of application of six sigma in MFI? I have approached one MFI for the same reason and I think it can be applied for reducing drop out rates,increasing the average clients per employee, streamlining/standardisation of application procedure, reporting structure etc.