Sudhir Nayar

Hi All, Am looking at some solution to one problem which is bugging me and there is lot of client noise also in the process. We handle a process where lot of queries need to be replied. Inadvertedly due to the time lines and the stringent schedule people give less importance to it. Suddently this issue has caught fire. The problem is that all the 12 users get queries from branches/supplier over email. Which at times (majority of times) remains unanswered. How can i Track the inflow of emails in these users email boxes? Policeing would demotivate and attrition is bad for me. Moral guiding is over. These people work New Zealand Hours (12.30 am -9.30 am). I am looking for help and advice. Regards Sudhir

Hi Gurmeet/Nandakumar, I would like to just add another line. Can you tell me what is the most challenging which is forcing you to apply Six sigma? If you have the answer then that would be the start point for our discussion whether we need to do a project or not. Am sure this would give you some food for thought. Regards Sudhir

Hi Nalini, I work in a multinational company which deals in Debt recovery. Dr collection (calling scenario outbound) can be gauged and set right by putting some control points in place. Run chart of calling time of all callers against the target? (I can help if you need more clarity on this, I assume here that the caller are given target). Promise to Pay flow can also be a guiding factor and plays a vital role. Promise kept rate which is the fallout of the above PTP (gross and individual). Right party Contact rate/ratiio this will help you understand the individual collectors capability and handicap. Call Tracker This if taken on an hourly basis will help you track the trend of the day and also you can predict the cash which it will generate. Discount and rebate This is very important from the stand point of settlement as you can make out and fix the lower and upper limit for settlment % looking at this trend. Also this trend will help you understand that whether the settlment was profitable or was a loss. Do let me know if you have further queries Regards Sudhir