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Quality methodology for offshore transition

Six Sigma – iSixSigma Forums Old Forums Finance Quality methodology for offshore transition

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  • #24607

    danny
    Participant

    sorry i could not complete the message.I would like to know what is the most appropriate quality methodology to successfully transition business to offshore sites and also would like to know how to baseline metrics during the process
    thanks
    danny 
     

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    #59016

    SS
    Member

    Ocwen Federal Bank used Six Sigma to  move their call centers and support processes to India. Then they followed up with moving their Six Sigma to India :-). Be sure to have an exit plan when you are ready to hand off the turnkey operations.

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    #59017

    RS
    Member

    I dont know what is meant by Quality methodology for transition… If by that you imply designing a process for transition then there are various tool kits and processes being used for deployment. Usually your offshore vendor should be able to help you with that. Six Sigma / Quality is definitely used before and after. If you are not currently using metrics on what basis can you setup metrics with your offshore provider? For baselining you will usually need 3-4 months of data. Create a metrics program and define 3-4 KPIs for each process being outsourced, baseline your own performance based on this and incorporate that into the SLA. Also if you want to improve performance that is upto a discussion with you and your partner. Alternatively you can also decrease performance for cost-savings. Say in a call center environment you can increase hold time from 5 mins to 15 mins and thus reduce reps by x. Also do not expect your partner to match your performance from day one. Give them time (Transition period) to embark on the learning curve.

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