Hi All,

I am working as a manager for  an outbound call center and want to know how six sigma can be helpful to operations/ what are the different options available for operations?

Process Improvement, Performance Enhacement, Quality Improvement, increased Utilisation of man power.

 

However firstly i will suggest you to find the problem areas in your orgnisation which are effecting the profitability. It can be because of high attrition, low productivity, higher expences on transportation and many more...

 

Regards,

Sujeet Singh

Hi Sanjay ,

Six Sigma is a helpful tool ,provided you know what is the end result you want .

Like the simple DMAIC concept helps you point out where  and howyou can improvise the results in a specific identified area .

During appraisals and performance analysis , your KRA's must have been clearly defined . Start with the idea of - pluck the low hanging fruits first or shoot the slowest moving animal first . in simple terms rate the KRA's as per the level of difficulty in achieving them .

Thereafter let each KRA be a project in itself . USE 6s to olve the hurdles .

All the best .

 

Rahul  

Industry view..

 

http://www.sixsigmaonline.org/six-sigma-training-certification-information/articles/implementing-six-sigma-in-bpo%E2%80%99s-and-customer-contact-centers.htmltr

Hi

Hi Raghavendran,

Do you have any queries? Feel free to post questions or initiate a discussion.

Hi Vishwadeep,

 

Thanks for your response.

 

I am planning to take up a Six sigma GB project in my organisation, regards to reduce the food wastage and effective utilisation of cabs provided to agents.

 

Please advice will this be a worthy project to take up. Sincerely i dont know the solutions and i am about to start this with DMAIC methodology and i am afraid if it turns up into DMADV i will require your assistance on this if you dont mind...

 

Regards,

Raghav

Dear Raghav,

Food wastage and effective utilization of cabs seem to be two unrelated focus areas. Check which if any of these has a strong business case. If yes, create a project charterand seek approval. Even if the projects turns out to be DMADV, it is fine to progress with it.

You can always post questions and seek answers here.

Best Wishes for your project!

Hi Vishwadeep,

 

Thanks for your inputs and support. I have drafted a project Charter to my OM with respect to your advice.

 

I will be updating you with the status of this Project. Please bear with me.

 

Regards,

Raghav

Hi Vishwadeep,

 

As per your advice, i drafted an e-mail to my QM regarding my GB project on Food reduction. QM instructed me to take up a project in Operations where i will have control and asked me not to take this as i will not have contol on this.

 

Please advice on this.

 

 

Also i happened to meet a Readymade shop owner, who is my neighbour. He was much worried about his shop's daily sales pattern. I have also been in his shop for a week and found that, there is a chance of taking up a GB project to increace the Sales % . Please advice if this fine and if so please advice me what should be my next step in taking up a public Six sigma Green Belt through Benchmark Sixsigma

Hi Raghavendran,

If you do not have support or control in an area, it is better to look at other areas. So taking up a project in operations should be explored. Is there a pain area in operations that needs to be tackled, has good support and creates a good business case? Once you find one, you can progress further.

Doing a project with a shop keeper is also fine. The lean six sigma methods do work for identified pain areas and here you have found a business case.

Regards,

VK

Hi Sanjay,

By using lean six sigma you can improve your call center operations.