Transactional Six SigmaFor a long time, any quality management tool has been riding the top of the charts as it finds its support base in the manufacturing sector. With the introduction of Transactional Six Sigma, the companies in the service sector do not need to be felt left out. Operational methodologies of Transactional Six Sigma ensure that companies in sectors like financial services, healthcare service providers etc can use the Six Sigma tools to measure their process efficiency and leverage their quality processes to ensure that even they get a fair opportunity to show better bottom-lines. Why is it important for us to realize that Six Sigma can and should also be applied in service sector companies? It is an interesting question with one argument coming from the fact that Six Sigma was conceptualized with the manufacturing sector in mind. With more and more companies paying good attention to the service sector, businesses have learnt to realign their quality objectives to benefit their companies by at least an average of a million dollars per service project. The fact that service companies are resource dependant means that the need for applying Six Sigma practices in such companies is all the more critical. What has amazed most business managers in such companies is the fact that they realized that they could save on a lot of hidden costs associated with the resources which could in turn impact productivity of the business. An Example in the case Let us take the example of a BPO company which offers inbound calling services to its client. It was noted that 1000 calls were getting abandoned on a daily basis. After a due diligence and intelligent data collating, the project execution found that the transport company which used to pick up employee sand drop them to work place did not arrive in time. The moment this aspect was taken care of, the process started working smoothly with the process deviations reduced to manageable limits. Uses of Transactional Six Sigma Transactional Six Sigma is to Service sector company as to what Six Sigma is to a manufacturing company. For long, companies have treated Six Sigma as a manufacturing based model, but recent statistics indicate that service sector companies have benefited a great deal (Savings of worth $1 Billion per project) has been estimated by statisticians. Most of the Transactional Six Sigma methodologies used the classical DMAIC or DMADV approach to control metrics and performance of the process. With the introduction of plenty of Workflow software, reporting has been made easier which again is a critical aspect of any Six Sigma Process Management methodology. |