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| Six Sigma |
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| Six Sigma is a statistical method of achieving
quality. Six Sigma improves the process performance, decreases variation
and maintains consistent quality of the process output. This leads to
defect reduction and improvement in profits, product quality and
customer satisfaction at iCall. |
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| Six Sigma is a unique program towards Quality
approach. It encourages all employees in the company to speak the same
language of customer delight, process excellence and constant
productivity and quality improvement. |
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Across the spectrum of our services, we have implemented the Six Sigma
Framework to deliver the following; |
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Flawless Processes - meet Targets as defined
by Customer |
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Continuous Improvement - both Quality and
Productivity |
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Customer Focused Culture |
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Motivated Manpower Resource |
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Structured Improvement Deployment |
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| This function, implements initiatives across client
processes, delivers process improvements, spearheads process
re-engineering and acts as internal regulator and control mechanism over
operations to ensure that client objectives are met. |
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| The Six Sigma Edge |
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Exploring customer requirements /
expectations |
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Designing service processes to achieve
desired quality levels, for meeting and exceeding customer
expectations |
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Measurement of process performance parameters |
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Continuous process quality improvements in a
transient environment |
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Reduction in process variation |
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| iCall ensures that all the processes and subsequent
activities comply with the standards’ norms through effective process
mapping and believes in process driven systems rather than people
oriented which results in greater efficiency and streamlined processes. |
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| ISO 9001:2000 QMS ensures continuous improvement by
constantly assessing systems involving people, processes and technology,
and their effectiveness, that helps to keep iCall ahead of current
market activities and its customer’s requirements. |
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| iCall makes sure that by proper ISO 9001:2000 QMS
implementation and maintenance coupled with training and development of
its employees to achieve process optimization and holistic improvements.
iCall invests heavily into process reengineering and targets subsequent
reduction in costs through process improvements over a limited time
frame. |
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| DMAIC MODEL |
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| At iCall, every implementing the Six Sigma approach to
project management, we continually challenge ourselves to greater
efforts in improving performance levels and maximizing the ROI for our
clients. |
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| Based on the established model of DMAIC iCall functions
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| Define: Client requirements, internal talent,
processes involved. |
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| Measure: The value that can be extracted,
performance levels that can be delivered and the long-term benefits that
the client can enjoy. |
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| Analyze: The findings from the research. Ensure
that the project enjoys acceptable feasibility levels. Analyze level of
control on both ends. Analyze cost-benefit, Internal and external ROI’s.
Analyze long-term effects from off shoring. |
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| Implement: Implement the project on a pilot
basis. Re-engineer process. Measure efficiency and quality on process
break-ups. Forecast performance levels over time periods. |
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| Control: Scale up process to full production
levels. Establish hiring and training procedures, process control tools,
reporting capabilities and campaign insight mechanisms. |
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| Six Sigma methodology provides the techniques and tools
to improve the capability and reduce the defects in any process. We
address all transactions with the utmost professionalism and to ensure
all processing interfaces are consistently accurate and customer
contacts receive the best service available. |
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| FUNCTIONS |
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Define opportunities |
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Measure performance |
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Analyze opportunity |
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Improve performance |
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Control performance |
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