Six sigma: Critical To X Overview by Vision Raval

Critical to X factors are very important in Six Sigma component. In simple words critical to X factor is an impacts on customers, where x is a variable that corresponds to a critical area. These factors are effecting from customer satisfaction to operations’ safety at organisation level. There are several methods and matrix to define and calculate the CTX. Let’s look in to key types and basic overview of CTX requirements.

The key areas that are critical to impact on customers are as Under:

A. Critical-to-Quality (CTQ):

CTQ is the key characteristics which developed from an examination matrix of different customer needs. These customer needs include dimensions such as height, width, depth and weight of products. For example, customers may specify 1 – 2 pounds to be the ideal weight for a NET book computer. Unlike other measures of customer wants, customer needs that are directly related to product features like sim card slot or 3G connectivity are an important component of this Six Sigma methodology.

B. Critical-to-Cost (CTC):

CTC areas define the impact of costs on the customer. To manufacture one product includes number of costs for components, assembly and shipping. These all would be included in the construction of a CTC tree. For example, management in a mobile company exporting phone in next state via road way. Now due to increase in petroleum cost may understand that a price per unit of mobile is now ideal for 80% of their customer base due to budgetary factors.

C. Critical-to-Satisfaction (CTS):

CTS define very specific areas of entire application that contribute to customer satisfaction such as feedback , PR and attention to detail and processing of complaints. These factors are very useful to manage market standards and branding more effectively. More satisfy customers will also help in to mouth to mouth marketing strategy for generating futuristic demand.

D. Critical-to-Process (CTP):

CTP define process variables which are typically designed for input variables. Key factor affecting the process are many For an example, if the production of certain milk products requires specific temperatures, hygiene and humidity ranges, those will be considered CTP areas under CTX.

E. Critical-to-Safety (CTS):

CTS is very important and mandatory for customer safety parameters. CTS define customer needs that are concerned with safety terms. For example, a company manufacturing truck tyre may decide that all pair of tyres above 10 pounds will be marked with a label warning against possible back injuries when lifting. These will be useful for safety and health factor of customers.

In my career I have utilized Critical to X factor for many of my IT, Production and Construction domain clients during six sigma green and black belt project. And I experienced that CTX factor are very essential to define for result oriented approach towards your product marketing and branding.

Success,

Vision Raval

Ref: www.visionraval.com

How six sigma can be useful for BPO Domain ?

Business Process Outsourcing is fastest growing domain and key trend now a days to save money and get quality work. In Business Process Outsourcing domain Six sigma is playing vital role to manage quality output with maximum utilization of resources and process flow.

How six sigma works for BPO and Call center Industry ?

A: Six sigma works with Quality Control division. Where we can get highest quality and customer satisfaction by implementing six sigma.

B: Six sigma can also control minimal AHT [ Average Handling Time ] on each call if we become precise and Candid script for reply on to the point consumer inquiry. Less AHT menace more calls been taken and by that less resource can execute more work with quality.

C: Six sigma Shift timings will make sure about utilizetion on each cubicle or work station. for example I consult one BPO of south india where I pland their shift timings in three different shifts matching with three biggest economical zones like Australia, Uk and USA. They are able to perform 8 hours shift for all three client base and in 100 seat capacity they can take outcome of 300 seats in total shifts with zero extra infrastructure cost.

D: Six sigma Attendance and Planed Leave calendar. Planed leave calendar helps to manage leaves and call flow with less buffer executives in pipeline. It also keep resource investment low. It will also get an opportunity to schedule any training or skill enhancement lecture with 100% attendance.

E: Six sigma infrastructure Planing, where u can utilize maximum space according to your technichal requirements and resource arrangement. Team wise cubical or work station set up will get easy idea to manage the work flow. TL get high chair to check on call help required to any of the team member. Call barging facility with all IDs to make CCE properly and instantly supervised.

Apart of these A to E points, there are many minor and macro level analysis required according to call center policy, Campaign they run , Type of call flow, Software they use and Employee psychology to understand Business Process Outsourcing model in depth.

Success,
Vision Raval

www.visionraval.com 

Lets Learn about Six sigma !!

Six sigma is management methodology which streamline the process by defining it in to different segments and focus on minimal the error ratio for perfection. Six sigma utilize multiple tools to balance multiple tasks and It also  designed by domain professionals like six sigma green belt, six sigma black belt and Six sigma master black belts. The highest level called six sigma champion who train and certify master black belt.

To start with we need to understand the formula of DMAIC which stands for Define - Measure - Analyze - Improve and Control. We will go one by one in coming posts.

Success, Vision Raval