|
COPC and/or Six Sigma
Dilemmas of Customer Service Providers and BPOs
By Umesh Vyas, Consulting
Partner, QAI
Two approaches to performance management and process
improvement have gained widespread acceptance in the Customer
Service and Business Process Outsourcing (BPO) space. COPC
is used by Microsoft, AT&T, Bell South, AMEX,
Dell, Compaq and Convergys, amongst others. General Electric
is among the major users of Six Sigma. Some organizations,
like Motorola, use both. more...
Monitoring using CUCUR
Best Practices for Transaction Monitoring
By Umesh Vyas,
Consulting Partner, QAI
Transaction Monitoring, also called quality monitoring
or call monitoring, is one of the most important processes
in a BPO or a customer contact center. It is also often inappropriately
practiced and inadequately utilized. This paper presents the
best practices for deploying and leveraging transaction monitoring
using the CUCUR guidelines. more...
Six Sigma Hats
for Continuous Profit Improvement
By
Deepak Kumar,
Consultant, QAI
For some time the concept of “Six Sigma” has been regarded
with high esteem and great respect. Ever since Wipro Infotech
Group adopted the concept whole-hog as a mechanism to take
the enterprise on a ‘continuous improvement’ loop post CMM
level 5, the awareness in the industry and expectation from
the concept has grown exponentially. more...
Boosting business value
with accurate customer mind capture
By Deepak Kumar,
Consultant, QAI
Most businesses are trying to achieve profits shooting in
the dark – when viewed through an analytical framework such
as Six Sigma. Failures are attributed to anything under the
sun except the organization's own failure to harness the potential
of tools and techniques. more...
Six Sigma Will Raise
India's Competitive Edge
By Deepak Kumar,
Consultant, QAI.
Models abound and there seems to be takers for every one of
them, and new ones keep cropping up. However, 'business goal'
is the most important driving factor that can justify any
model. And any process model must have this in mind. This
is true even at the industry level. more...
Managing Outsourcing
Maturity
By Deepak Kumar,
Consultant, QAI.
If there is one thing on which the future of the IT industry
lies, it would probably be outsourcing. Outsourcing has been
a management tool for decades and has evolved from the 1960's
from a 'time-sharing' model to giving out parts of IT operations.
Entire IT operations were outsourced first in the 1980's,
which extended into alliances. Today everything comes under
the fold of 'IT enabled services. more...
IT Supported International
Outsourcing
By Deepak Kumar,
Consultant, QAI.
Indian companies have been largely comfortable with software
outsourcing – as service providers. With opportunities such
as IT enabled services, business process outsourcing and contact
center operations promising to open up new avenues, these
companies seem to be in a position to tap into their experience
to occupy all points on the value matrix. However, the ‘outsourcing’
cloud is undergoing rapid changes of its own, threatening
to upturn all assumptions. A Finnish University, which has
been studying the issue for almost a decade, has some insights
on how organizations are evaluating ‘outsourcing service’
providing companies and countries. more...
Transitioning
from ISO 9000:2000 to CMM® Level 4
By Satish Kumar Tumu, Consultant, QAI
The latest revision of ISO recommendations clearly shows
a trend towards maturity models by providing enough scope
for Software Organizations to improve their process quality,
and also to make the entire system more customer-centric. more...
|
|
 Visit
SwO2 - the net ecosystem to explore ideas and network
with other software engineering and management professionals |
|
|
