QAI
How Do I Register?
 
Six Sigma Black Belt
(12 Days Workshop)

Six Sigma for IT Enabled Services
 
BPO Units and Customer Contact Centers (IT Enabled Services) need a very tight control over processes and a disciplined improvement path. The management approach has to be rigorous, customer oriented and data-driven in order to achieve measurable business results. Thanks to technology, the ITES industry has easy access to data. However the real challenge is to uncork the genie that is resident in the numbers - Six Sigma helps you do just that.

Workshop Overview
  
The workshop is designed & delivered by people who understand the ITES operations as well as Six Sigma methodology; the Black Belt Training for ITES provides the participants in-depth understanding of tools and methods in the Six Sigma body of knowledge and their application in an ITES environment. The tools are introduced along with hands-on exercises and case studies to ensure rapid learning and knowledge retention.

Numerous projects in areas like On Time, Customer Satisfaction, Abandonment Rate, Forecasting Accuracy, Service Level, Handling Time, Back Log, Fatal Error, Cost of Poor Quality, Attrition etc. have been successfully completed indicating the power of application of Six Sigma methodologies to the ITES sector.

This 20-day program is delivered in four blocks of five days each. This provides an opportunity to participants to apply the tools and methods to projects in their own business. QAI's Six Sigma Coach provides mentoring on these projects.

Workshop Objective and Deliverables
  
QAI has incorporated the most appropriate tools and techniques used by the Six Sigma community in the ITES sector. The training is highly contextual and experiential and uses examples drawn from the sector.This workshop will help participants:

  • Apply the DMAIC methodology through specially designed exercise for the ITES sector.
  • Facilitate a Six Sigma deployment focusing on the five-step improvement methodology for reducing defects in a process, product or service.
  • Lead a Six Sigma improvement team to solve performance problems by use of a structured, disciplined problem-solving approach.
  • Address change management issues while improving process performance
  • Align Voice of Business and Voice of Customer with Six Sigma projects
  • Use specially designed templates to shorten the learning curve

Who Should Attend

People who want to be Six Sigma Black Belts as well as learn specific tools applicable for the ITES sector.
The profile we have seen in the past who have attended the workshop are:

  • Quality managers
  • Operation managers and other support-function managers

Workshop Contents

Introduction to Six Sigma

  • Learning Objectives
  • Six Sigma Implementation & Management
  • Six Sigma Goal & Metrics
  • Creating Customer Driven Organization
  • Six Sigma Teams
  • Selecting & Tracking Six Sigma Projects
  • Introduction to DMAIC and DMADV

Define

  • Establish CTQ Characteristics
    -     Six Sigma alignment to business/customer needs (QFD/CTQ drill down)
    - Understanding Customer needs (VOC analysis)
    - Prioritizing customer needs ( Kano Analysis)
  • Define a Project
    -     Project Selection ( Brainstorming and Multi voting)
    - Project Scoping ( SIPOC, Scoping Techniques)

Measure

  • Establish Performance Parameters
    -     Micro level as is process mapping (Process Mapping)
    - Sampling plan for base line Z calculation (Sampling techniques)
  • Validate Measurement System for “Y”
    -     Ensuring precision in measurement system (GRR Study)

Analyze

  • Establish Process Base Line
    -     Calculating process sigma multiple (Normal distribution, DPMO worksheets, Central limit theorem, Sampling distribution)
    - Form confidence intervals on sample data ( estimates, t test)
  • Define Performance Goal
    -     Establish target DPMO/ Mean / Variance ( Entitlement/Benchmarking, Hypothesis testing, t test, 2t test, ANOVA, Chi square,F test, Probability distribution , Poisson & Binomial )
  • Identify Variation Sources
    -     Brainstorming, Multi voting, Pareto, FMEA, Co-rrelation, Regression, Fish Bone, ANOVA, Chi Square)

Improve

  • Explore Potential Causes
    -     Eliminate non causal X's ( Screening Design of Experiments)
  • Establish Variable Relationship
    -     Establish prediction equation & best setting of X's
    - Optimization, DOE- 2 level ascent/descent & simplex
  • Design Operating Limits
    -     Transfer Y flexibility of X's (Counter measure Metrix)

Control

  • Validate Measurement System for “X”
    -     Ensuring precision in measurement system (GRR Study)
  • Verify Process Improvement
    -     Process Control Mechanism/ Target Sigma multiple calculation ( Mistake Proofing, Acceptance Sampling, Control charts, Hypothesis testing)
  • Institutionalize New Capability
    -     Sustenance Planning/ Project Closure sign off

Workshop Methodology

 
Methodology
  • Hands-on exposure
  • Case studies
  • Group discussion
  • Exercises
  • Small group

Benefits
  • Better understanding and longer retention
    Experiential learnings
  • Knowing the other's perception
  • Test and reinforce learnings
  • Apply tools and techniques
Six Sigma Tools Covered
Some of the key Six Sigma Tools covered in the workshop include:
  • ANOVA
  • Basic Statistics
  • Cause & Effects Matrix
  • Chi Square Tests
  • Contradiction Matrix
  • Control Charts & Statistical Process Control (SPC)
  • Control Plans
  • Cost of Poor Quality
  • CTQ tree
  • Design of Experiments
  • EWMA chart
  • Failure Modes & Effects Analysis (FMEA)
  • Fishbone Charts
  • Gage R&R
  • Hypothesis Testing
  • Linear & Multiple Regression
  • Measurement Systems Analysis
  • Mistake Proofing
  • Multi-Variant Analysis
  • Pareto Charts
  • Sigma Capability Computations
  • TRIZ
  • Weibull plots
  • Z value calculations

For any other information, please mail us at sixsigma@qaiglobal.com