Sundareswaran Krishnamoorthy

Hi All, I joined recently on this forum. I found this post interesting. Suresh and Velu said that six sigma is applicable to areas other than manufacturing as well, and P.B.Mohan has tried to push the envelope to see if there are any case studies available for KPO environment. I think this is an interesting question. I did not see any responses on this till now. I am getting the feeling that the applicability of six sigma in KPO environment has not been proven yet. The reason could be that unlike in BPO, the processes and services that are off-shored in KPO have a greater degree of ambiguity in it. There is also in many cases a lack of clarity of what the measurements for the process performance should be. But having said that it's probably only a matter of time and its a matter of working to actually customize the theory of six sigma to the practical aspects of delivering in a KPO environment. To me, it appears as if we should focus on the CTQ of customer satisfaction for the services delivered, and the CTP of on time receipt of good quality inputs, and on time delivery of good quality outputs. The specific definition of on-time and quality would depend on the nature of the process. Once a measurement system is in place, we can set targets for measurement and projects which help on a closing gap to target would be six sigma projects. These projects can then become examples for case-studies.I am currently leading the Continuous Improvement Program for an account, in an ITES company.