deepak.ghalsasi

Project Y is the output ( of a process ) that one wants to improve while project Y metric is the metric for the out put Y that you need to improve so that the output improves. Eg- In transport services which many ITES companies offer their employees- when a person/employee scheduled for a pick up turns down scheduled pick up (inspite of being rostered) its called as a no show. Now no show in this case is one of the outcomes of "Pick up" process. ( the other one would be employee boarding the cab) whilst- average daily no show % , average shiftwise no show %, daily no shows etc could be possible metrics that one can look at to baseline performance of "Pick up process", and should target to improve the metrics ( i.e to reduce the no shows)which would ultimately improve the process outcome i.e no shows which is Y of a pick up process. Hope this clarifies. Regards

Hi Kanwal, I think this will surely be a six sigma project as:- You don't know why the education & awareness is less You may know the ways to improve it however not sure of the way which will benefit you the most or the way which is most appropriate (this is because you dont know the high impact reason behind the lack of awareness & education) Hope this clarify. Regards Deepak

Hi Venkat, I agree with your inputs. However I am working in an administration function in one of the KPO's where employees are my direct customers. Here it becomes difficult to decide the performance meacurement parameters as we dont have any contractual obligations (or SLA's) with the employees for many services, neither we have any goals set by the mgmt. Here what I think is employees satisfaction scores (for the services offered by our function) costs, audit scores (process compliance & accuarcy) might form a measurable metric. But dont know how to form such matrix & how to baseline the minimum performance expectation. I am currenly working on an online survey to capture the employee satisfaction. Advise what else can be made part of this matrix which can be tabled at a quartely frequency with the mgmt. Thanks Deepak

Hi All, Currently I am in a process of creating performance metrics for my function(administration & facilities). Really in need of initial hand-holding to understand .. What aspects of business form a performance matrix ( processes,customer satisfaction etc)? At the maximum how many metrics one could have in a particular function? How to start? What background arrangements need to be considered/ensured to build a performance metric. The targeted objective of the metric is - Understanding of how well/bad we are functioning- (understanding of improvement opportunities) Keeping a tab on customer sensitive & delivery areas for departmental success- (periodic review) Metrics can be then aligned (modified to suit) to the organizational/departmental goals Also do share if you have any template of a matrix.

Thanks Jaideep for your inputs. Currently I am responsible for ensuring & managing quality of facilities function.The basic challenge I am facing is unavailability of strong data to support my observations.Is it an appropriate move to come to a conclusion basis of a data which as old as three months? Request your thoughts over the same. Once again thanks for your inputs. Regards, Deepak

HI All, Please post your thoughts on the topic.

Hi SJ, Is time period of 4 days sufficient to understand all tools thoroughly? How many tools are covered in a yellow belt training? Post completion of training does benchmark six sigma provides support to the students to resolve the doubts?