Six Sigma

Process Management Six Sigma

The big headache of any business is to get a non-performing function optimized just so that even if it does not generate any profits, it does not allow the company to go in red. Six Sigma goes a step further, and if implemented properly, will allow business managers to derive optimum profits of their processes. Process Management Six Sigma provides clear guidelines to selection of metrics for the processes which could impact customer satisfaction qualitatively and quantitatively.

What is Six Sigma Process Management after all?

As the name suggests, Process Management is all about managing processes. Talks of managing processes would be incomplete without mentioning performance management of the metrics - quality, productivity, risks, compliance.

Process Management Six Sigma is the science of managing processes by means of six sigma methodologies like Balanced Scorecard, Pareto Analysis, ANOVA analysis and many more. Essentially, when you integrate six sigma tools and methods to your process management mechanisms of the business, you do Process Management Six Sigma.

How is it meaningful to measure the metrics of my processes?

If that is the question which is bothering you, do not get overworked as Six Sigma process management offers some attractive benefits which will get you to use the Six Sigma Tools for managing your processes. The benefits are:

• The 80/20 rule which states that 20% of the steps contribute to 80% of the time taken for service execution just outlines the fact that for metrics measurement you do not really need to dig deep or spend thousands of dollars. Measuring almost everything about a metric may give you details but in realty does not add value.
  
  
• In case of a process having many sub-processes, the level of measurement of data may vary on a case to case basis. For example, when doing a measurement of Average Handle time for handling incoming calls, one should consider incoming calls without the call being transferred and incoming calls with the call being transferred. Failure to consider these metrics may lead to plenty of variation cases.
  
  
• Quality versus Quantity - This war of Quality versus Quantity has gone for years and will continue to go on. It is important to get the right mix of Qualitative and Quantitative measures. There is really no thumb rule for this, but one can safely say that processes where end results are highly dependant on a lot of numbers can measure quantity as a goal for their process management. On subjects like Customer Satisfaction, one could measure quality as the primary metric.

At the end of it, Process Management Six Sigma allows a brilliant tool for one to exceed expectations in terms of business profitability and customer satisfaction.