Interesting Article on Six Sigma Deployment

Well found another well written article on Six Sigma Deployement. Per the author some of the key factors in a successfull Six Sigma Deployment though not limited to are as under :-

1. Leadership Commitment
2. Usage of Six Sigma Language across the org
3. Goals that induce Process re-engineering
4. Innovation
5. Data driven Decision Making.

You can read the complete article by clicking on the below link :)

Six Sigma Deployment

Cheer and have fun

Meaning of Quality in Terms of Customer Experience

today ill talk about something which has captivated and held most of my time for the last 6 months, and that is something called " A Positive Customer Experience". There was a time when a lot of companies were focused on productivity results and Customer Experience was just something the resident Quality Manager / Team would talk about. Something which was there at the back of most peoples minds but not really a priority at the operational levels. Most people were not even clear what it meant and had varied definitions for it. In the parlance of the Call Center Industry many people considered that good communication skills, a good accent etc was all that was needed to ensure a positive experience to the customer and most companies spent huge amounts of cash on training people on these aspects. However research has shown that these are not the only driving factors for a positive experience. I would define a an experience as what actually happens to the customer when he calls into or an agent calls a customer. Things like line clarity, comprehension skills of the agent the customer is speaking to, empowerment of the agent to resolve issues etc all go into play here. Going a bit deeper lets take an example of a Tele- Sales Outbound agent making a pitch to the customer, in these kinds of scenario things like Brand Awareness of the agent, his belief in the saleability of the product, his belief that its a good buy for anyone, his ability to answer questions accurately, the kind of technology thats supporting him in making his pitch etc etc all go into play while providing a positive customer experience.

Good resource for Quality

In Recently browsing the net , i came across a wonderfull resource on Quality and Six sigma, a website called www.treqna.com

The site also has a blog section. I was especially impressed by the content on particular blog called "service to Others. This can be accessed by following the URL below.

Service to Others

Cheers

Meaning of Quality

Quality has no specific meaning unless related to a specific function and/or object.

Quality can refer to:

1. Characteristics / attributes of an Object
   
2. The essence of that object
   
3. The achievement's or excellence
   
4. The meaning of excellence itself

This blog shall attempt to talk to about this subject in detail over the coming days / months / years (i hope :))

Cheers