Hi People,

I just joined an IT company as a Quality engineer. I practically need to understand the step by step implementation of quality improvement process that where to start from, how to collect 'what', how to identify CTQ's, CTC and what tools can be used. The usage of the tool is the most important.

Company & working details:

IT company having its own product, which helps SAP to work easier. For example, in SAP the user creation process is very critical and having lots of validations and role assignment tasks. Here, we use software which can be combined with ERP and have individual products (softwares), which helps in easy user making, or resetting password, or conflict management respective to roles allocation, user monitoring i.e. execution of transactions etc.

So I request to suggest me a start. For me right now, "what" is important, but most important is "how" !!

Best,
Salil Kotia
[email protected]
+91-8699338908

Hi Salil,

Good to know that you have taken a new role.

"How" should come after "What". Let us look at it this way. You need to follow DMAIC.

D- Identify what to improve (error reduction OR turn around time reduction OR processing delays OR client acquisition OR Client retention OR Repeat Sales etc)

M - Measure the current status

A - Analyze the potential X's to find the critical X's

I - Improve the critical X's by generating, comparing solutions, and choosing the best.

C - Controlling the X's and monitoring the X,Y

For Define phase, you should take a week's time to identify the biggest business pain areas or the biggest customer pain areas that can be attacked. Once you are through with this we can discuss more.

Feel free to ask more questions.

Best Wishes,

VK

Hi VK,

First of all I thank you very much for the motivation and support. Your punch was great when you said "How" should come after "What"

Anyways, I am starting it with asking questions from people, although the staff is around 30 people, so I would like to suggest me a start on improvement process

I have asked Questions, which are as follows:

1. Are there any development issues, which are coming across?
2. Is there any unnecessary processes which are causing time delays, or performance issues?
3. Is your work being affected by any person, process or team?
4. Do you see any area of improvement?

These above can be said as CTQ's? And what else I need for requirement gathering? (with respect to products of it as it is an IT company)

Kindly guide me further..

Thanks,
Salil

Hi Salil,

You are on the right track. Once you find some focus areas, check which of them have the strongest business case and management support. Identify the CTQ for those specific issues and check if reliable data can be obtained for the CTQ (output variable metric) in a reasonable time.

Keep discussing your progress. I am sure you will do well soon.

I read VK sirs article on 'Quality at Source' and I think that is indeed relevant. I have started a COE (Centre of Excellence) in the CS department at Kotak Securities...

Trying to keep it simple for now - Just identified the key Voices. I am responsible for Customer Service Delivery across channels and it helps to keep the ears to the ground and hear the 4 Voices... VOC, VOP, VOB, and VOE...

 

This has helped me to shortlist short term and medium term projects that can be further taken through the MAIC steps...

CTQs and related primary and secondary metrics have been identified and we have already made some decent and structured progress... For starters, it helps to move from Intuition based approach to statistical measures.

 

Senior mgmt. support and confidence are key... Just showed them the power of box plot to see the variations in AHT across my centers (Mumbai, AHM, Blr) and also further within New joiners and tenured agents. I have further drilled down to TL level... AHT is isolation was not giving a strong message. It was received well and that sets the ball rolling for releasing additional support for the cause.

Thanks,

A quick Question for VK...

As i was collecting the data for finding the CTQ's but for now, do i need to be the process expert for all the products??
This is a product based IT company and products are related to SAP Implementation. I see myself as a novice to the process which is floating. And as i am the first and the only one in the team for Quality, i am finding it difficult..

Can you please guide me, what exactly needs to be done?? because i need to be on the track of Quality and need to show that what best i can do for quality improvement process, if not, i will be taking care somewhere, something else, in Support processes/department or something alike...

Best,
Salil

I understand this situation. It can be quiet intimidating. No, you do not need to be an expert in the products but you need inputs to identify a product or process where there are more issues. You may try the following.

• Look for customer data - complaints, feedbacks, comparisons, unresolved queries, comments from lost customers, repeat customers, or any such information available. Look for workable metric among these. If reasons are known, try doing a pareto analysis for reasons.
  
• Speak to experts in marketing, sales, product development, version release, installation folks for 2 or 3 of the most selling or highest value products. Are there repeat issues faced by customers? Do they want some issues addressed to ensure first time right?
  
• If you are able to find main areas that can be supported by key people, you shall be on the right track.
  

Hope this helps.

I really appreciate your help.. I will keep posted, meanwhile I am getting little training on the products of the company. I am also preparing charter for the above inputs you gave.

Thanks very much,

Salil

Dear Sir,

 

Can you guide what needs to be done to have an initial start, actually I was asked for a formal way to represent what I am trying to convey. Although I have replied for the same, that once we achieve the results for CTQ, we can proceed further.

 

Now I need to present and float a questionnaire, which can show tangible results to achieve improvement.

 

I need to make sure about giving the answer that was being asked from me to show " okey, you have an idea, show me what you will do and what will be the benefit".

I know I am bothering you a lot but I need little guidance initially.

 

Thanks,

Salil kotia

Also can you please prove me with an specimen questionnaire which can be made and presented for achieving improvement related to IT product based company..

Hi Salil,

• Can you please bring more clarity on "questionnaire which can show tangible results to achieve improvement".
  
• As mentioned earlier, the first step is identification of a problem area which we shall call the project Y. Please let me know - Has this been identified?
  
• Also, please look at the checklist shown at the end of Green Belt material. This shows the entire road map of 15 steps in DMAIC.
  

Do keep posting your questions. I am right here.

​Best of luck.

You may like to have a look at the overview of DMAIC with various examples - shown here - http://globalnews.benchmarksixsigma.com/category/green-belt-qualified/example-green-belt-projects-services/

If required - Do provide your mobile number. I shall call you to bring more clarity for your course of action.

You may like to have a look at the overview of DMAIC with various examples - shown here - http://globalnews.benchmarksixsigma.com/category/green-belt-qualified/example-green-belt-projects-services/

If required - Do provide your mobile number. I shall call you to bring more clarity for your course of action.

Respected Sir

 

I am sorry for getting disappeared. Circumstances made me change my Job but still I am motivated to Implement my Six Sigma Learning to my work place to show productivity to my management.

 

My contact number is +91-9828170731. I am on the same track and now on the verge of Implementing the 6 sigma principles to my new company i.e. www.CarDekho.com.

 

I am working as a Support manager here and doing Vendor ad Customer management.

 

It's same like ebay and flipkart.com like customers place order for getting Car Accessories as we are the biggest online shop for the same (shop.CarDekho.com) who have specialization in providing normal, unique and quality products to Customers.

 

Alternatively, you can also provide me your contact number so I can be in touch with you if required.

 

Hope to hear from you !!

 

Salil Kotia

Customer Support Manager

GirnarSoft Pvt Ltd

shop.CarDekho.com

09828170731