Adhikatama – delivering at optimum level  

Oleh:

Rangaraj, S ; B, Jayadevan

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-11.
Topik: Value Stream Mapping; Skill Set Analysis; Takt Time; Efficiency
Fulltext: S_Rangaraj_Adhikatama_Delivering.pdf (481.27KB)

Isi artikel

Productivity and Quality are the important elements in a BPO industry to ensure quality and timely delivery of services to client. Measuring incoming volumes, quality and productivity at process and individual level is the vital requirement to monitor the performance of process and individual. The practical challenge in this industry is no control of incoming volumes received from the client and cost pressure. Salem is a Tier III city established as back office support for Capgemini BPO offices established in Tier 1 locations to handle industrialized process. Success of service delivery from Tier III location is a must requirement to ensure Tier 1 delivers service to client as per Service Level Agreement (SLA). The average productivity of Salem was 37% lower from the target set for the team and defect rate is as high as 8% against 2% SLA. This resulted in huge rework at Tier 1 location and failure of meeting SLAs. This paper will discuss on how Capgemini improved the productivity and Quality in Tier III location using Lean Six Sigma concepts. The case study will also provide information on how simple Lean and Six Sigma tools such as descriptive statistics, Value Stream Mapping and Takt time will help operations to balance the resources and deliver the volume through meeting productivity and quality. The Skill Set mapping explained in the case study will demonstrate on how to improve the knowledge levels across team members despite challenge of applications used and language constraints of people.

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