Business process outsourcing companies (BPOs) are having an exciting time these days. The countries that are favored destinations in the world are celebrating because of the increasing demand for BPOs. You have India, Australia, China, Ireland, and the Philippines.
India has been thought to be the most preferred for reasons such as “availability of vast talent pool, good telecom infrastructure, conducive government policies, stable economic environment and, above all, cost arbitrage benefits.”
The country however is aware that the other countries on the list are fast catching up, especially in the IT/ITES/BPO sector. To maintain its lead, India needs to move up the value chain by ensuring superior quality of service. Where else would they turn but to Six Sigma.
It’s good that India recognizes the value of Six Sigma on their BPO operations. With Six Sigma, they can integrate various strategies and tools from statistics, quality, business and engineering with the adoption of new ones likely as its use expands to more business sectors and areas of application. They know they can use two Six Sigma roadmaps: (1) the DMAIC directed toward significant innovation or improvement of an existing product, process or service and (2) DFSS that centers on product, system or service design.
QAI India Ltd. Consulting presents the key reasons for the IT/ITES/BPOs and customer contact centers to implement Six Sigma.
- Faster route to process maturity in a relatively less mature industry: The ITeS industry in India is still young and therefore still in the process of increasing their capacities and building delivery capability. However, the ‘Key Business Processes’ that they are handling for their customers are mature and stable. ITeS providers need to bridge this gap, and need to stay focused on quality and process management even as they grow at a frantic pace.
- Metrics-based management: Operating in an environment where multiple ‘moments of truth’ occur with the clients every single minute and span of controls in the management structure are very high, it becomes imperative for the industry players to have a robust metrics system for measuring, tracking and managing the business.
- Process control: ITeS providers need to maintain very tight control over their processes, for ensuring consistent customer experience.
- A disciplined improvement path: Continuous process improvement is a key imperative in order to enhance service and quality at lower costs. SLA’s often demand year on year improvements in process metrics and cost reductions.
- Customer orientation: Capturing the Voice of the customer - both the client whose process you are handling and the end customer.
Well, I heard about all sorts of stories in doing business with BPOs and contact centers both pleasant and unpleasant. I know that if they do decide to go Six Sigma, they’ll reap the rewards they deserve.
Sources:
Six Sigma Spells Success for BPOs
Six Sigma for BPO and Customer Contact Centers
