OPEARATIONS ppt9

8/3/2019 OPEARATIONS ppt9

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Kanika Handa

Pooja Soni

Shweta Rajguru

Sudha RaghunathMadhura Tendulkar

Live case-study


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Knowledge process outsourcing

(kpo)

The success in outsourcing business process operations to

India has encouraged many firms to start outsourcing theirhigh-end knowledge work as well. Cost savings, operational

efficiencies, access to a highly talented workforce and

improved quality are all underlying expectations in

offshoring high-end processes to India.


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Why is india a trustworthy destination

for kpo?

English advantage

Higher education system

Science and technology edge

Government policies

Knowledge parks

Quality initiatives

Quality standardsData Privacy and Information Security Initiatives

Employee Scrutiny

Reverse Brain Drain


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The future of kpo

Kpo industry by 2010- 17 billion usdIn india- 12 billion

Employment- more than 250,000

India -70% market share by 2010


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What high-end services can beoutsourced to the Indian KPO sector?Research & Development

Business and Technical Analysis

Animation & Design

Pharmaceuticals and BiotechnologyMedical Services

Writing & Content Development

Legal Services

Intellectual Property (IP) Research


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GTLGTL is a leading Network Services company, offering services and

solutions to address the entire Network Life Cycle requirements of TelecomCarriers and Technology providers (OEMs).

They Aim to Create Unique Value for customers by leveraging their-

Expert knowledge of business and technology issues in Telecom industry

Capability to Advice, Plan, Deploy and Manage Networks

System Integration through Multi Platform and Technologies

Global customer relationships, Delivery capabilities and market presence

key strengths

Ability to take on large projects

Spread over Diverse Geographies

Involving Multiple OEM Technologies


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Total quality management

TQM is a set of management practices throughout the organization, geared toensure the organization consistently meets or exceeds customer requirements.

TQM places strong focus on process measurement and controls as means of

continuous improvement.

It is a a management strategy aimed at embedding awareness of quality in all

organizational processes.

Total quality is called total because it consists of 3 qualities :

Quality of return to satisfy the needs of the shareholdersQuality of products and services to satisfy some specific needs of the consumer

(end customer)

Quality of life - at work and outside work - to satisfy the needs of the people in

the organization. This is achieved with the help of upstream and downstream


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TQM IN GTL

ISO

COPC- certification for BPO/KPO companies

ISO14000-environmental management system

SIX SIGMA


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SIX SIGMA

Six sigma at many organizations

simply means a measure of quality

that strives for near perfection.

Six Sigma is a disciplined, data-driven

approach and methodologyfor eliminating defects

(driving towards six standard

deviations between

the mean and the nearestspecification limit) in any process

-- from manufacturing to

transactional and from product to service.


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SIX SIGMA IN GTL

Initially one person from TQMI trains the selected employees.Six to seven people are chosen.

They have six black belts.

Six sigma in Operations Department

Identify business project which is important

Identify people to perform the job.

(GENERALLY EXPERIENCED PEOPLE ARE CHOSEN)(initial training is given for 4 weeks)

Problem in project is identified- DMAIC AND DMADV


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SIX SIGMA BELTS:CERTIFICATION

BLACK BELTSix Sigma Black Belts are project leaders who receive four weeks of trainingfocusing on the Six Sigma Roadmap and extensive statistical methodologies.

Successful Black Belts normally dedicate at least 75 percent of their time to a four

to six month Six Sigma Project.

GREEN BELTSix Sigma Green Belts are project leaders who receive two weeks of training on

the Six Sigma Roadmap and essential elements of statistical methodologies

supporting Six Sigma projects. Successful Greenbelts are able to allocate 50

percent of their time to their four to six month Six Sigma Project.

BELTS IN GTLBLACK BELT-6 (PROJECT LEADERS)

GREEN BELT- MIDDLE LEVEL TRAINING

YELLOW BELTS- JUNIOR LEVEL TRAINING


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PROBLEM SOLVING TECHINIQUES IN GTL

1.BRAINSTORMING (TEAM SIZE 6-8)

Brainstorming is a group creativity technique designed to generate a largenumber of ideas for the solution to a problem.

2.FISH BONE ANALYSIS (ISHIKAWA)

The Ishikawa diagram (also fishbone diagram or cause and effect diagram) is

the brainchild of Kaoru Ishikawa, who pioneered quality management

processes in the Kawasaki shipyards, and in the process became one of the

founding fathers of modern management. It is simply a diagram that shows the

causes of a certain event.

3.CROSS TABULATION

A cross tabulation (often abbreviated as cross tab) displays the joint

distribution of two or more variables. They are usually presented as a

contingency table in a matrix format


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4.SOFTWARE MINITAB

ACCUARATE AND RELIABLE DATA ANALYSIS SOLUTION FOR BUSINESS AND

ACADEMIA

STATISTICAL AND ANALYTICAL DATA MINING TOOLS

SAS is the leader in business intelligence and predictive analytics software. With 31

years' experience and 43,000 customer sites worldwide, we can help you manage

performance by transforming your data into predictive insights.

SPSS is a computer program used for statistical analysis and is also the name of the

company (SPSS Inc.) that sells it.

5.SAMPLING

Sampling is that part of statistical practice concerned with the selection of individualobservations intended to yield some knowledge about a population of concern,

especially for the purposes of statistical inference. Each observation measures one or

more properties (weight, location, etc.) of an observable entity enumerated to

distinguish objects or individuals. Results from probability theory and statistical theory

are employed to guide practice.


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6.CONTROL CHARTS

In statistical process control, the control chart, also known as the 'Shewhartchart' or 'process-behaviour chart' is a tool to determine whether a

manufacturing or business process is in a state of statistical control or not. If

the chart indicates that the process being monitored is not in control, the

pattern it reveals can help determine the source of variation to be eliminated

to bring the process back into control. A control chart is a specific kind of run

chart.

7.PROCESS CAPABILITY INDEX

The Process Capability is a measureable property of a process to thespecification. The output of this measurement is usually illustrated by an

histogram and calculations that predict how many parts will be produced out

of specification.


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THANK

YOU

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OPEARATIONS ppt9