Management
Business Process Outsourcing has become a common trend among business operators at present. Considering the rate of work that is needed to be completed to host internationally renowned organizations, it has become essential for growing companies to get workers from off-shore borders. This would specifically allow them to work fully with lower costs of expenses considered. Notably though, along with such ease comes several problems that could include offshore operations or human resource management confusions. To make sure the strategies work, it is important that the administrators make use of the most comprehensive procedures available to resolve issues.
One of which is the LSS or the Lean Six Sigma approach, which aims to champion the strengths of the organization to minimize the weaknesses. This means that whatever the problem is, picking the strong points of the organization and utilizing it to determine resolutions for the existing issue is a desirable trait of an organizational management that determines the success of the business amidst hard situations. In this case, the deployment of resolutions would be directed towards creating a more effective plan that would use the strong points of the organization to compensate for those aspects that it may not be able to face successfully. In the case being dealt with, the end-to-end customer service system could be handled through determining specific strengths of the organization and making use of such strong points to determine their paths towards making sure that they are able to accomplish the expectations of the clients they hope to serve. For instance, using new systems of technology to enhance the process of calls and conversations over the phone would make it possible for the company to reach out to more customers within a specific span of time. With higher and better speed of calls, it is most likely assumed that the conversations would turn out to be faster and much efficient as problems are resolved. Along with this, training the agents to respond immediately to client problems with a more distinct script that would directly respond to the issues they are dealing with would be able to lessen the time of each call and create more satisfying conversations between the agents and the customers.
Another tool is the Six Sigma DMAIC or the fishbone model. This approach hopes to examine the 4 P’s of the organization; namely the policies, procedures, plant and the people. With the consideration pointed towards such elements, understanding the cause of the problem and determining how they affect these four dimensions of organization establishment shall create a more relative source of solution that could answer the most compelling issues that the organization might be in need of dealing with. As mentioned earlier, focusing more on the people and the technology used to operate the business’s process could actually enhance the process by which the concerns of the clients are given proper attention to and their questions are answered more directly through a more specific script.
References:
Adams, Cary W.; Gupta, Praveen; Wilson, Charles E. (2003). Six Sigma Deployment. Burlington, MA: Butterworth-Heinemann..
Breyfogle, Forrest W. III (1999). Implementing Six Sigma: Smarter Solutions Using Statistical Methods. New York, NY: John Wiley & Sons.
De Feo, Joseph A.; Barnard, William (2005). JURAN Institute's Six Sigma Breakthrough and Beyond - Quality Performance Breakthrough Methods. New York, NY: McGraw-Hill Professional.
Hahn, G. J., Hill, W. J., Hoerl, R. W. and Zinkgraf, S. A. (1999) The Impact of Six Sigma Improvement-A Glimpse into the Future of Statistics, The American Statistician, Vol. 53, No. 3, pp. 208–215.
Keller, Paul A. (2001). Six Sigma Deployment: A Guide for Implementing Six Sigma in Your Organization. Tucson, AZ: Quality Publishing.
Pande, Peter S.; Neuman, Robert P.; Cavanagh, Roland R. (2001). The Six Sigma Way: How GE, Motorola, and Other Top Companies are Honing Their Performance. New York, NY: McGraw-Hill Professional.
