Rahul Thadani

There is a major area in aviation which till now probably very few have put under measurable terms - SALES & MARKETING . Like any other industry the department does work on numbers i.e Target vs Achievements . But most of the parameters are based on intagible hypothesis . like potential of a customer . Now if in one particular year a corporate house generated business worth Rs X doesnt necessarily means next year also it will . It would completely depend on the health and growth of that organisation . Like above there are lots of areas in the Sales & Marketting in Airlines which if worked on concept of Six Sigma can do wonders for the airlines .

Hi Ajeet , Airline Marketting is a vast topic , as it covers - Media Publicity Loyalty Programme introduction of seasonal fares agent / corporate events agent / corporate gifts and many more apart from the above . Considering the vast scope of marketing in an airline . Six sigma can be really helpful t fetch desired results or to improvise on the existing results or to optimize the expenditure to maintain the results drawn . If you are interested we can further discuss in detail specifically on the role or aspect that you would like to take over . Regards , Rahul Thadani .

Hi Prince , I am sure your question has already beenanswered by the industry experts above . However , its not must that the current process has a problem in it . So dont just take the prejudiced approach that there is a problem in the system . As suggested by Pooja , go with an as is map . rate the process efficiency / quality and see which ones have the provision of improvement . Do not forget , your approach and attitude will make all the difference in the results that you seek and derive . All the best . Rahul

Hi Sanjay , Six Sigma is a helpful tool ,provided you know what is the end result you want . Like the simple DMAIC concept helps you point out where and howyou can improvise the results in a specific identified area . During appraisals and performance analysis , your KRA's must have been clearly defined . Start with the idea of - pluck the low hanging fruits first or shoot the slowest moving animal first . in simple terms rate the KRA's as per the level of difficulty in achieving them . Thereafter let each KRA be a project in itself . USE 6s to olve the hurdles . All the best . Rahul

Hi Mark , As pointed out by Haresh , outbound call centres are basically to target the sales generation , so I am sure that you must be having handsome targets to keep you and team on the toes all the time . A few suggestions below : Categorise the customer materialisation . e.g if I am selling mutual funds , then i will filter my database as - 100 calls made to each category of , 1.middle class salaried , 2.Top brass of corporate sector ,3.SMES Proprietors , 4. HNI . Then look at from each category which one had the highest materialisation ratio . Thereafter use the tools to allocate manpower and find the causes and solutions to rejections .And at the other hand tr and strengthen the segment where the respnse is good . The other area could be enhancing the efficiency of manpower in areas of call quality which can include - introduction , fixing of appointment with the executive , product knowledge , objection handling e.t.c Rahul

Hi Sreejit , Had I been at your place , ten my approach would had been : 1. Without prejudice , assemble the causes (however stupid the cause might sound initially) and pen them down . The best source for finding it is through customer feedback and staff feedback . The same can be verified through records of calls being attended . Also I would not just go by the record book , as there can be cases whereby the customer had thought oaching or claling back , but then for some reason dropped it out , hence customer feedback is a must . 2. Filter the ffedback to categorise the causes . 3. Go with the 20.80 concept . The top 20% causes will account for 80% of the call back (apx, it shall vary a little) . 4 Thereafter as Sujeet mentioned in his post , will go ahead with the process of finding the root cause of the reasons and probable solutions . and follow the DMAIC . Rahul .

To my understanding , 6Sigma would be more useful in rectifying and identifying your approach of analysing the portfolio . To be elaborate , if an individual has 3-4 ways of analysing the securities or the market movements and from that wants to pick upon the method thats most precise or gets the results with minimum variation to the actual results . Also please understand , that stock market is not just a simple factory process . The factors that effect stock marketare very dynamic and the weightage of the factors keeps changing dynamically . e.g At one point of time the Crude price decided whether the markets would cheer or decline , then irrespective of anything it was a global crisis and the markets moved unidirectionally southwards . What analysis would help you in such situations ? And as Abhinav mentioned , for stock market one needs to move more with judgement and updations on the realtime basis. Shall look forward to your views on my comment.