Hai Everyone,

I am a Green Belt certified, but could not land up in Quality role as i was not able to find Green Belt Projects in it. I am Manager heading a location for a BPO (2 of the 16 locations all over India) with process audit in my control and other functionaries. I want to start up a project in Green Belt and end up with implementing in my work and produce 100% quality to the clients. Please help me in finding Green Belt Projects and how to start...

Regards,

Chandrakanth M

 

You can have Green Belt Projects such as seat management and/or optimum utilisation of resources like space and/or utilities.

Hi,

You can do a project on cycle time reduction by simply automizing some steps in the process cycle. 

 

Please identify which is the pain area for which you see no Solution. If your BPO is a voice based process, you may look into the quality of resolution. If your BPO is a transaction based you may look into TAT and quality of delivery.

Hi,

 

For a transaction based ( non voice) process, you can look into the metric such as APT ( Average Processing time) of the team and find out if it has been on the higher side as compared to the target APT.

 

Also, Quality of transaction processing is a very CTQ that the client is very concerned about.

If your organization is on excellence journey then

 

Try to reduce below 7 things. 

 

1. Waiting Time      

2. Over Processing 

3. Rework               

4. Movement          

5. Over Production

6. Inventory

7. Transportation 

 

Otherwise Find out pain area of your organization and take it as a project.

 

try to find out the metrics on which you can work like APT  

You may try creating a project on FCR (First Contact Resolution). This is a metric that most of the BPOs and Call Centers are working on to reduce recontacts and thereby improve their cost as it will eventually reduce the number of employees they require. Also, it is known that high FCR will produce higher quality scores and better member experience.

 

Thanks,

 

Sanjay Khushalani