SIX SIGMA and BPOs

Six Sigma is a process improvement strategy proven to deliver breakthroughs in increasing profits and reducing costs while enhancing the overall quality and customer satisfaction. It is a practical problem solving methodology tested by many successful companies in uncovering hidden wastes and costs and maintaining competitive advantage.

In this age of globalization, consumer empowerment and intense competition, Six Sigma is very relevant to companies that are serious on becoming the product/service provider of choice by discriminating customers.

Is Six Sigma applicable to BPO's?

Six Sigma, which originated from manufacturing industry is also used extensively by top organizations in the service industry. BPO's, like other service organizations, formulate their own processes, encounter process errors and commit to improve customer satisfaction level. The Six Sigma approach has been used by many BPO's to improve crucial metrics involved in their operations.

To name a few, the following are Six Sigma potential business benefits to BPO companies:

• Overall benefit – improving the bottom line by:
  • Increasing revenues
  • Reducing cost of providing service
  • Identifying additional/new revenue sources
    
    
• Achieve substantial improvements in important metrics as occupancy, service level, adherence, etc.
  • Understanding the triggers for each of the performance metrics
  • Full awareness of the crucial relationships that exist among the key metrics
  • Ability to conduct trade-off analyses and scenario building exercises
    
    
• Use of the appropriate tools in evaluating current models being used for:
  • Pricing
  • Forecasting
  • Capacity planning
    
    
• Improved employee morale
  
  
• Enhanced image for the organization

foQus customizes its Six Sigma program depending on the needs of the customer. The objective is to equip the client’s employees with the right perspectives, tools and methodologies

foQus’s SIX SIGMA PROGRAMS:

foQus offers a comprehensive Six Sigma Implementation Program that aims to guide the client company in successfully launching this important initiative from conceptualization and planning to rollout and monitoring.

Executive Overview and Champion & Process Owners’ Training

foQus recommends the client to have the Executive Overview (EO) and Champion & Process Owners’ Training before the conduct of the Six Sigma belt programs. The EO is formulated to solicit leadership buy-in, engagement and support – having these is a precondition for the effective deployment of Six Sigma in the organization. The Champion & Process Owners’ Training, on the other hand, identifies the relevant projects to be worked on by the different Six Sigma belt programs. It also provides the right coaching skills to the Six Sigma Champions and Process Owners.

Six Sigma Black Belt Program

foQus offers a Six Sigma Black Belt Training and Certification Program tailored fit for BPO companies. It consists of a 15-day intensive training and a site visit to the company for assistance in project selection and definition between phases. There will be coaching sessions after the training program to review the project status.

Program consists of the following phases:

Phase 1: Definition and Measure (5 days of training)

Phase 2: Assistance in project selection, project definition (1 day)

Phase 3: Analyze (4 days of training)

Phase 4: Improve and Control (3 days of training)

Phase 5: Assistance in project implementation and progress review (2 days)

Each phase consists of courses designed to move your organization towards Six Sigma full deployment. Courses are also offered as stand-alone programs which are either in-house or publicly-run.

Six Sigma Green Belt Program

A Six Sigma Green Belt is defined as an employee who is trained in a subset of Six Sigma tools that fills a Six Sigma role on a part-time basis. In addition to their normal duties, Green Belts spend a portion of their time assisting Black Belts with complex improvement projects or independently leading teams under the mentorship of a Black Belt.

• Phase 1: Define and Measure (3 days of training)
• Phase 2: Analyze (3 days of training)
• Phase 3: Improve and Control (2 day of training)

Six Sigma Yellow Belt Program

This 3 day program prepares the participants to become active and effective members of the Six Sigma teams. Foundation concepts of Six Sigma are taken up with the emphasis made on the Six Sigma Improvement Methodology.

foQus APPROACH

foQus customizes Six Sigma based on the needs and requirements of the client. We take it upon ourselves to have a solid understanding of the client’s industry and business before handling the Six Sigma program. Key Results Areas (KRA’s) are clearly identified and agreed upon by the program’s various stakeholders.

All training programs are formulated to strike a balance between the discussion and application of Six Sigma concepts. Imbedded in the trainings are activities and workshops that become generators of useful insights and creative ideas. Our participants learn while having fun!

THE NEXT STEP

Just like the experience of some of the world’s most successful companies, Six Sigma may yet be the most important initiative your company has ever taken to achieve your goals and remain ahead of the competition.

It’s now time… to unleash your company’s potentials in achieving breakthrough improvements.

Contact us. We at foQus will be more than happy to help you get to this point.