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Viewing 14 posts - 1 through 14 (of 14 total)
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  • #45337

    Neeraj
    Participant

    Hi there,
    I am working as a Quality Assurance Supervisor in a BPO unit. We are into a phase of implementing process improvement as one of the sub-field of quality department. Can you guide me how to go ahead regarding the same.
    Reply awaited.
    Best Regards,
    Neeraj Mohan Sharma

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    #147895

    qualitycolorado
    Participant

    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

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    #147896

    qualitycolorado
    Participant

    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

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    #147897

    Neeraj
    Participant

    Hi there,
    Thank you for your quick response. Yes all you asked for is true. But we are already into this business since 2 years. Now starting up with this sub-division. Please let me know how to go about it?

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    #147898

    qualitycolorado
    Participant

    Neeraj,Does your company have experience or training in any of the various process improvement methodologies at all (Six Sigma, Lean, BPR, simple PDCA, etc.), or are you starting completely from “scratch”? Also, do you have a requirement to meet the ISO 9000 standards, or not?– QualityColorado

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    #147901

    villageidiot
    Member

    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.
     

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    #147904

    Sorour
    Participant

    Neeraj:
    You certainly need to start with identification of business performance drivers. These drivers are key measures of the business performance. Then look into reducing waste using Six Sigma or Lean principles. This will focus on the bottom line. In addition to reducing waste, you may look into expanding services innovatively.
    With these three things, one can start optimizing the business performance, and sustain it through BPM.
    Paul

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    #147922

    Marlon Brando
    Participant

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

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    #147923

    Cityidiot
    Participant

    Just  because  the Villageidiot is always “wise”??

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    #147932

    clb1
    Participant

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

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    #147946

    thevillageidiot tvi
    Member

    There is the literary angle, but more importantly I felt it necessary to acknowledge my ignorance right up front. 
    And apparently i am often imitated but never duplicated by another ¨village idiot¨ using my screen name.
    This vexes me.  I am terribly vexed.

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    #148004

    Brit
    Participant

    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.
     

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    #148010

    Neeraj
    Participant

    Hi there,
    Thank you for your valuable suggestions. I know this is too early to imply six sigma. Neither we are trying to do that. As regards with DMAIC, yes definitely you gave the best option & we are also working on it. But I was talking process improvement as regards to quality. Nevertheless, I really appreciate your concern & hope that you will provide me your valuable thoughts & suggestions whenever required.
    Thanks & Regards
    Neeraj Mohan Sharma

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    #148013

    Neeraj
    Participant

    I would like to thank Quality Colorado, Paul, Villageidiot (who is actually not a “Idiot”). I really appreciate all of your concerns & would like to get in touch with you for further discussions personally. Is it possible for anyone of you? If yes, please write a mail to me at [email protected] or [email protected].
    Best Regards,
    Neeraj Mohan Sharma

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