Six Sigma for the Medical Transcription Business
Posted by: meikah | 6 July 2009 | 9:45 pm
I stumbled upon an article by Tony Jacowski titled, How Useful is Six Sigma in Medical Transcription Business?
Jacowski is saying there that Six Sigma can be very useful, especially when it comes to ensuring that information are transcribed correctly.
I agree with him. I somehow have a pretty good idea of how these transcriptions go, and quality of transcribed data is very crucial. How to deliver high-quality transcribed materials on an often tight deadline is the biggest challenge. So there is really a need for a system that makes sure that there will be few, if not zero, errors.
Jacowski says:
In medical transcription, the thing that often makes all the difference between success and failure is the number of errors that might have been made by a transcription company Most of the medical transcription projects are now outsourced to third party medical transcription companies and since clients expect a very high level of performance, these companies just cannot afford to make mistakes
This is the reason why many of these companies have now started deploying time-tested and highly-effective quality control management methodologies such as Six Sigma.
Filed under: Call Center/BPO, Medical Transcription, Six Sigma
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Infosys Attributes Success to Six Sigma
Posted by: meikah | 4 November 2008 | 8:48 pm
In the recently concluded Third Annual Global Lean, Six Sigma and Business Improvement Summit, Infosys BPO got the ‘Best Achievement of Organizational Business Improvement in Transactional Services’ award.
The criteria for the awards included Strategic Relevance, Value Generation, Innovation, Implementation and Customer Benefit.
Infosys was awarded for its commitment to the deployment of business improvement excellence and customer centric transformation displayed by its senior leaders.
And a lot of the company’s success is due to its commitment to Six Sigma.
“The award is a validation of Infosys BPO’s continued focus on operational excellence and the sustained efforts from the quality and business transformation team in the organisation,” Infosys BPO CEO and MD Amitabh Chaudhry said in a statement.
Sources:
Six Sigma Zone News
The Hindu News Update
Filed under: Call Center/BPO, Six Sigma, Six Sigma Organizations, Software/Technology
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Satyam BPO Wins Two Six Sigma IQ Excellence Awards
Posted by: meikah | 9 July 2008 | 7:48 pm
The Earth Times announces:
Satyam Computer Services, Ltd., a leading global consulting and information technology services provider, announced that Satyam BPO, its business process outsourcing arm, won two prestigious Six Sigma IQ Excellence Awards.
Satyam BPO was honored in the Best Defect Elimination in Service & Transaction and Best Design for Six Sigma categories. The International Quality and Productivity Center established the Six Sigma IQ Excellence Awards to honor, recognize and promote Six Sigma projects that demonstrate true best practices.
Satyam BPO was presented the awards at a ceremony held during the 9th Asian Six Sigma Summit in Singapore.
Congratulations Satyam BPO! 
Filed under: Awards, Call Center/BPO, IQPC, Six Sigma
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Sutherland Global Services Best in IT Enabled Services
Posted by: meikah | 27 April 2008 | 8:14 pm
Sutherland Global Services, a leading multi-national Business Process Outsourcing (BPO) provider, is again best in IT Enabled Services for the second consecutive year in the 2008 Six Sigma Case Study Presentation Contest held by the Indian Statistical Institute (ISI) and the Quality Council of India (QCI).
Sutherland’s Six Sigma case study showcased the process development and productivity enhancements that were achieved through the implementation of Six Sigma projects for two of the world’s largest PC manufacturers.
Sutherland used the Six Sigma quality framework to develop a data driven approach aimed at identifying and eliminating process inefficiencies associated with maximizing the lifetime value of its clients’ customers. The resulting process improvements increased customer satisfaction levels and reliability of service for both the clients.
Related posts
A BPO Bags Six Sigma Awards
When is Six Sigma Six Sigma?
Filed under: Call Center/BPO, Six Sigma, Six Sigma Organizations
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The Industries Implementing Six Sigma
Posted by: meikah | 11 February 2008 | 7:49 pm
In the latest sBWire release, it talks about Six Sigma and the industries that are implementing the methodology. Here’s the list:
Manufacturing – All type of manufacturing companies have benefited be it process manufacturing or discrete manufacturing. Examples include TISCO, Samsung, LG, Motorola, GE Plastics.
Banking – All leading banks including BoA, American Express, , HDFC, HSBC are utilizing Six Sigma.
Financial Services – Insurance, Stock Broking, transaction processing of various kinds.
Call Centers, BPO – Voice (In-bound as well as out bound) and Non Voice outsourced processing industry has benefited immensely. ICICI OneSource, Accenture, Satyam BPO, IBM Daksh, HSBC BPO are Six Sigma implementers.
KPO – Knowledge Process outsourcing industry is using Six Sigma tools to design and improve processes regularly.
Hospitality sector – Hotels along with Airlines and Hospitals are implementing Six Sigma. ITC Hotel, GRT Hotels, Apollo Hospitals have generated benefits.
Retail Sector – Retail has huge opportunity of benefiting from Six Sigma. The Shoppers Stop group has taken an initiative towards implementation. We have had participants from Reliance Retail.
Telecom – Bharti Cellular, France Telecom, Vodafone, Siemens have been doing wonderful Six Sigma projects.
EPC (Engineering, Procurement & Construction) and Logistics – Global leaders like Bechtel have benefited a lot by Six Sigma implementation.
Software Development – IT Industry leaders like Wipro, Satyam and Accenture and Infosys have been implementing Six Sigma.
According to the press release, Six Sigma is able to penetrate these varied industries because it can be integrated well with accepted management approaches, such as ISO 9001, ISO 14001, TS 16949, HACCP, OHSAS, SEI – CMM level 5, TL 9000, AS 9000, or any other standard. Before, I had also written about interweaving Six Sigma with complementary technologies.
Have you implemented Six Sigma with other management approaches as well? Do share your experience here.
Also check out Six Sigma Links Library for more companies implementing Six Sigma.
*Photo from Punchstock
Filed under: Airlines, Call Center/BPO, Finance, Hotels, ISO, Manufacturing, Retail, Six Sigma, Software/Technology, Telecommunications
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When is Six Sigma Six Sigma?
Posted by: meikah | 8 November 2007 | 10:35 pm
I’ve just finished reading an article on ICMI titled “What Does Six Sigma Really Mean for Call Centers?”
Peter Bloom, president of Customer Operations Performance Center Inc. (COPC), one of the few organizations that offers call center Six Sigma training and certification, says,“Most call centers are operating between 1 and 1.5 Sigma, and those that have adopted the Six Sigma methodology are striving to develop from 1 to 1. 5, 1.5 to 2 and 2.5 to 3 Sigma. There is no company in the call center space or in the service space that is really working toward achieving processes with a Six Sigma outcome, and that’s because we don’t have to be that good. We’re not building rocket ships where peoples’ lives are at stake, so you don’t have to have that level of performance.”
Rather what call centers do is adhere to the principles of the Six Sigma methodology, that is using metrics to measure and drive performance, the companies are able to focus on continuous improvement, very process-oriented, and very focused on the customer requirements.
That’s what Ilene Lustigman, Director of Customer Service, NCCI, is also doing for her company, which right now is benefitting the company a lot. They follow the DMAIC and incorporate it to their QMS methodology. So it’s not entirely Six Sigma, but their quality management system is DMAIC dominated.
So let me go back to my original question: When is Six Sigma Six Sigma?
*Photo from Stock.Xchng
Filed under: Call Center/BPO, DMAIC, Deployment, Six Sigma, Six Sigma Organizations, Software/Technology
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Rath & Strong Takes Lean Six Sigma and Six Sigma to India
Posted by: meikah | 22 July 2007 | 6:47 pm
Rath & Strong, the leading global provider of Lean, Six Sigma and Lean Six Sigma Consulting and Training solutions, recently announced that it’s going to expand its Lean Six Sigma, GE Workout, and associated programs to India.
In partnership with Six Sigma Alchemy of Mumbai, India, Rath & Strong will offer its full range of training and consulting services at a state-of-the-art facility in Mumbai, as well as at client sites as desired.
Big companies in India that are going to be benefitted by this move include Pfizer, DHL, Bharat Petroleum, Nortel, and Wyeth.
We all know India is one country that really competes in the global economy. Having Lean Six Sigma
in their processes will surely nail their position in the global market.
Source:
iSixSigma, Rath & Strong Expands Lean Six Sigma and Six Sigma Services Supporting Growth in India
Filed under: Call Center/BPO, Lean Six Sigma, Outsourcing, Rath & Strong, Six Sigma Organizations
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A BPO Bags Six Sigma Awards
Posted by: meikah | 13 June 2007 | 9:59 pm
Firstsource bags two Six Sigma awards
Mumbai-based BPO Firstsource Solutions has bagged top Six Sigma honours from the International Quality and Productivity Centre for this year.
Firstsource has won two awards, one for “Best Defect Elimination in Services & Transaction” and the other for “Best Design for Six Sigma” in the IQ Six Sigma Excellence Awards in Singapore last week.
Source: Economic Times as featured link of Six Sigma Zone
Filed under: Awards, Call Center/BPO, FirstSource, Six Sigma Organizations
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Improving Call Centers Operations Through Lean Six Sigma
Posted by: meikah | 18 April 2007 | 11:23 pm
Call center operations hurdle such issues as expected response time and resolution from different clients every day. When crunch time comes when clients are ready to pull out because they are not happy with the service, most companies do two things: layoff the unproductive ones and hire new people, or hire more people to manage the calls.
More often than not, these solutions, albeit commonly practiced, do not really dig into the root cause of the problem. They just work around the variable that clients are unhappy because of response and resoluton time, thus they are quick to conclude that they need to increase their workforce.
There is however a more effective way to improve call-center operations. An iSixSigma article discusses how Lean Six Sigma can do the trick.
Analysis
In the course of doing a basic process analysis, the Lean Six Sigma expert discovered:
- The majority of calls that could not be resolved on the first call required some research by the service representatives.
- The service representatives were primarily judged on whether they were available to answer. This limited the time they could devote to research open issues. As a result, many calls that could not be resolved right away were often never resolved.
- Customers whose inquiries were not answered within a few days would call back. This increased the call volume, inflated the numbers of calls that could not be resolved on the first call, and led to multiple entries in the computer system for the same problem.
… Baseline data showed that the company was falling far short of its goal, achieving only a 50 percent first-call resolution rate and 62 percent five-day resolution rate.
Related Story: iSixSigma Blogosphere, “Contact Center Process Owner v. HQ Process Owner”
*Photo from Stock.Xchng
