help required

Neeraj,Regarding your implementation of process improvement: it would be helpful to have a bit more information about the implementation –1.Will your staff be responsible for leading process improvement projects?

2.Will various Managers be responsible to Sponsors / Champions of process improvement Projects?

3.Are there key business indicators (metrics) that the process improvement projects will seek to improve? 4.As a BPO, do you already have on-going business under contract, or are you just starting up as a BPO?Best regards,Quality Colorado

Wow….talk about a big fecal sandwich…before you take a bite, here is my 2 cents:

Balance Scorecard the thing first…if you dont know the fundamentals, buy the book.  You need to determine how to prioritize your quality efforts:  How are you defining success, What are you measuring so you will recognize when you are successful, What are the current operational targets of these metrics, and What activities support target acquisition.  Understand how the financial metrics lag from customer metrics which lag from process metrics which in turn lag from skill sets and improvement metrics (of which your organization has none….hence the need for the BS approach….pun intended)
Once you have your processes prioritized based on their ability to aid in organizational success, start with lean or 5S events.  Stay away from sigma if you do not have training or support. Pmaps, FMEA, project charters, all worthwhile tools and easy to use and understand…but the heavier analytics……Waaaayyyyy to complicated at this point in the game.  Pull the waste out using lean events.  After you have done this, have somebody open up a checkbook and provide you the resources for training and support for futher 6S efforts….Show progress upfront to management…scope the project tightly, keep it simple, and make an air-tight project charter with numerous tollgate reviews to ensure what they said before is what they are saying now, and pursue a metric that management deems critical….now cross your fingers and pray you get lucky…
But what the hell do I know….i sleep on the floor and eat bananas everyday…and i mean everyday….and i dont even like bananas…good luck.
 

You  seem  to  have some bright ideas.Just  why  do  you  call  yourself  “Villageidiot”? Cheers 

Marlon,
  For a better understanding of the screen name and the response read Idiot’s Crusade by Clifford Simak…  :-)

Listen to villageidiots rely – sounds like you are too early to think about full scale six sigma.  The comments regarding efforts with well defined scopes are key.  Develop business drivers using the balanced scoercard and develop improvement efforts using lean or the DMAIC structure (again – like was said – avoid the heavy analytics at this point – it may be too complicated and will certainly run off the under-educated).  The scopes of your efforts need to be very limited at his point – find low hanging fruit and quick wins.  Target a project for no more than 30 days to start (or there abouts).  Find someone in leadership who is on your side and make sure they are a part of yoru start-ups.