Six Sigma, Lean

Six Sigma

Six Sigma as a framework is apt for practically any business function across industries.

However, we strongly believe that Six Sigma has maximum impact only if it is imparted without a suitable industry context. QAI provides customized interventions of training, consulting, mentoring for Six Sigma deployment in BPO and Customer Contact Centers.

Consultants who have a rich experience in Six Sigma and are well versed with the operational issues in BPO and Contact Centers provide the services.

The trainings use operational case studies from BPO environment to facilitate learning e.g. Gauge R&R for calibration in context of Transaction Monitoring, Design of Experiments for improving 'On time' etc.

QAI Roadmap for Six Sigma deployment

The steps involved Six Sigma deployment are as follows:

	Perform a Diagnostic Assessment
	Synchronization and Planning
	Establish Business Process Management System
	Training (Champions, Black Belt, Green Belt...)
	Project Selection
	Project Support for first wave of Projects
	Roll out Six Sigma at a large scale

Lean

Lean is a philosophy which shortens the time between the customer order and the product build/shipment by eliminating sources of waste. Lean is equally applicable to both the service environment as well as manufacturing environment.The goal of lean is to eliminate waste in all activities where waste is defined as anything that does not add value to the product.

By eliminating waste, quality is improved; production time and cost are reduced. To solve the problem of waste, Lean has several "tools" at its disposal. These include constant process analysis (kaizen), "pull" production (by means of Kanban) and mistake-proofing (Poka-Yoke).

Lean is basically all about getting the right things, to the right place, at the right time, in the right quantity while minimizing waste and being flexible and open to change.

Innovation

Today's business environment is characterized by rapid change and leveraging of knowledge-based assets. Time-to-market and relevant intellectual property have become critical elements for global competitiveness. To be successful, an enterprise must be able to respond instantly to the dynamics of the global markets that is, to be capable of "innovation upon demand" and meet the needs of all.