Hi All

Please help in finding a best process to carry out a Six Sigma Project. I work in a BPO company on Mortgage processes.

If there are more than one process that has the scope for me to improve Process Accuracy, Man Power Utilization or Turn Around Time and etc. How do I identify which process should be given priority?

I appreciate your help.

Thanks

Babu

 pareto analysis can help you prioratise.

top priority are those 20% which impact 80% improvements.

or

those which are 20% root causes whcih wil reduce 80% of your errors/ delays

en.wikipedia.org/wiki/Pareto_analysis

Gouri

 

Babu,

If I understand your question correctly, you are looking to improve process used in your company who provides mortgage to potential home buyers or current home owners when refinancing. Correct?

Gauri is correct that you should seslect projects using 80-20 rule.

However Process Accuracy, Man Power Utilization or Turn Around Time are just the metrics your company looks at, to ensure that over time the company is heading to TRUE NORTH.

Start from identifying a Sponsor. Next will be a meeting with a Sponsor/Champion who is feeling the pain if something goes South in the process and does not meet expectation of customer, business or employees. No Sponsor means No project OR Waste of your and team members time.

Collect Voice of Customer (internal & External customers where ever possible). May not have to go out to talk to mortgagee, but customer surveys, conversation with employees who take customer service calls or inquiries/application for mortgage can give you tons of information.

Identify what are his/her (sponsor's) expectations from you as a change agent. Draw a 10K feet level process map and identify all (major) stakeholders and do a Risk Analysis by interviewing the stakeholders which will indicate to you what are their expectations as the process must be impacting them somehow (that is why you identified them as stakeholder).

Now develop a charter with problem statement, current metric level (quantified) (primary and secondary to keep check & balance on improvements made by the team), duration of project, team members proposed by stakeholders, sponsor or even you and the goal where metrics should be at the time of project completion.

Hope this gives you a good start. Contact me if you need more details and specifics. Best of luck.

Ashok

What are the key business issues?

First identify the key business issue is it customer satisfaction or lower profit or delivery performance. Based on this you can identify the project you want to takeup.

 

Once these are identified you can make the projcet charter than go to process mapping and so on.

 

Regards