Dear All,
I have prepared a presentation on 'Operational Excellence (OE)' - A hot topic of success stories in today's competitive industries.
This presentation talks about -
What is Operational Excellence?
Why OE?
Benefits of OE?
How do we introduce OE?
This is available on your right hand side under Section - Presentations for Sharing.
Happy to receive any comments.
Wishes,
Tina
Oct 11, 2009
Do we delegate tasks to our customers?
Very often while the companies are facing excessive load as against the capacity planned for, the companies tend to pass some of this load in the complimenting direction - which is to the 'Customers' themselves.
Focus on the below statements:
''Dear Sir, The following information is available under section ..... on our website. Request you to check the same''
''I request you to callback later as our systems are not working and we cannot access the information requested. Alternatively you could retrieve this information through XYZ channels''
''Sir, the following information is available on our IVR. Request you to access the same through the TPIN assigned to you''
''Dear Mrs.CCC, as we are facing huge call volumes, we request you to call back later or leave a voice message and we will call you back''
Please think - Has any one of the above approaches ever been adopted by you / your process ??
Given the above statements, what do you think is correct -
A. Is it right to redirect your customer to another channel of communication when what the customer wants the most is a human voice at the other end?
B. By providing the customer with alternate channels of communication is the customer happy with this agility offered ?
C. When the volumes are high it is okay to divert customers towards self - help options?
D. Are we right in saying - ''We offer Quality services?''
Request comments from the members.
Wishes,
Tina
Focus on the below statements:
''Dear Sir, The following information is available under section ..... on our website. Request you to check the same''
''I request you to callback later as our systems are not working and we cannot access the information requested. Alternatively you could retrieve this information through XYZ channels''
''Sir, the following information is available on our IVR. Request you to access the same through the TPIN assigned to you''
''Dear Mrs.CCC, as we are facing huge call volumes, we request you to call back later or leave a voice message and we will call you back''
Please think - Has any one of the above approaches ever been adopted by you / your process ??
Given the above statements, what do you think is correct -
A. Is it right to redirect your customer to another channel of communication when what the customer wants the most is a human voice at the other end?
B. By providing the customer with alternate channels of communication is the customer happy with this agility offered ?
C. When the volumes are high it is okay to divert customers towards self - help options?
D. Are we right in saying - ''We offer Quality services?''
Request comments from the members.
Wishes,
Tina
Oct 4, 2009
Links added
Dear All,
I have added two links for your review under the section - Presentations for sharing.
These are available in the right window.
I believe knowledge only multiplies by sharing and hence the objective of adding these links.
Happy to receive any comments from you.
Regards,
Tina
I have added two links for your review under the section - Presentations for sharing.
These are available in the right window.
I believe knowledge only multiplies by sharing and hence the objective of adding these links.
Happy to receive any comments from you.
Regards,
Tina
Fusion Quality and Statistics
Have you heard about Fusion Data Analysis?
For many decades fusion techniques have been experimented in many European countries. Fusion data is very efficient to recover information in many cases. It's a simple 3 step procedure:
1. Extract a sub-sample from the large respondents data which is split in 2 halves
2. Use these two sub-samples to produce a fusion of a third sample
3. Run your calculations with his fusion data
Then we can compare the results issued from the fusion data set and the ones coming from the observed dataset.
The fusion algorithm involved is the latest available, including the use of a new distance to evaluate the similarity between donors and recipients.
According to Procustrean Fusion Algorithm - Sample 1 is called the donor sample and sample 2 is called the recipient sample.
The Procustrean Fusion Algorithm (PFA) obeys five principles :
1- Each recipient should receive data from a single donor.
2- The data collected for a donor is transferred as a whole to the linked recipients.
3- Any donor already linked should be highly discouraged to produce further links
4- The cross-distributions between common and additional variables should be preserved unchanged by the ascription process.
5- The similarity between two respondents should be evaluated globally.
The rational underlying the first two principles is to avoid breaks of the inter-correlations between the
additional variables during the ascription process.
The third principle protects against a decrease of the effective sample size.
The fourth principle refers to one of the basic requirements for a good fusion..
The last principle is somewhat more subtle. The idea behind is that if one considers that two donors are close (i.e. similar) they need to be so, not only on the basis of the common variables but also on the basis of the additional variables, otherwise the fusion process could distort the dependencies existing among these variables
Altogether the five previous principles are useful to protect the fused database against distortion of the relationships existing between the variables
This article may be useful for you while you undertake to manage any project (six sigma or otherwise) which requires analysis of huge database.
Let me know if you have any questions.
Regards,
Tina
For many decades fusion techniques have been experimented in many European countries. Fusion data is very efficient to recover information in many cases. It's a simple 3 step procedure:
1. Extract a sub-sample from the large respondents data which is split in 2 halves
2. Use these two sub-samples to produce a fusion of a third sample
3. Run your calculations with his fusion data
Then we can compare the results issued from the fusion data set and the ones coming from the observed dataset.
The fusion algorithm involved is the latest available, including the use of a new distance to evaluate the similarity between donors and recipients.
According to Procustrean Fusion Algorithm - Sample 1 is called the donor sample and sample 2 is called the recipient sample.
The Procustrean Fusion Algorithm (PFA) obeys five principles :
1- Each recipient should receive data from a single donor.
2- The data collected for a donor is transferred as a whole to the linked recipients.
3- Any donor already linked should be highly discouraged to produce further links
4- The cross-distributions between common and additional variables should be preserved unchanged by the ascription process.
5- The similarity between two respondents should be evaluated globally.
The rational underlying the first two principles is to avoid breaks of the inter-correlations between the
additional variables during the ascription process.
The third principle protects against a decrease of the effective sample size.
The fourth principle refers to one of the basic requirements for a good fusion..
The last principle is somewhat more subtle. The idea behind is that if one considers that two donors are close (i.e. similar) they need to be so, not only on the basis of the common variables but also on the basis of the additional variables, otherwise the fusion process could distort the dependencies existing among these variables
Altogether the five previous principles are useful to protect the fused database against distortion of the relationships existing between the variables
This article may be useful for you while you undertake to manage any project (six sigma or otherwise) which requires analysis of huge database.
Let me know if you have any questions.
Regards,
Tina
Oct 3, 2009
Fusion Quality
Dear All,
I have conceptualised a thought called 'Fusion Quality'.
Since I have graduated myself in various areas of study, I realise every subject has something to offer to the subject - 'Quality'
I'd soon be starting a discussion on 'Fusion Quality' - a concept that will allow us to merge multiple areas of quality with other areas of study to bring out the best deliverables for the end customer.
Follow this loop!
I have conceptualised a thought called 'Fusion Quality'.
Since I have graduated myself in various areas of study, I realise every subject has something to offer to the subject - 'Quality'
I'd soon be starting a discussion on 'Fusion Quality' - a concept that will allow us to merge multiple areas of quality with other areas of study to bring out the best deliverables for the end customer.
Follow this loop!
Oct 2, 2009
My Introduction
Dear All,
You could view my detailed profile at - http://www.linkedin.com/in/tinaarora
I have recently completed my Master Black Belt Certification and a sneak peek of my thoughts and implementation of six sigma could be viewed at - http://forum.benchmarksixsigma.com/post/participant-interview-tina-arora-avp-kotak-securities.
I hope to see more colleagues joining me in my endeavour to spread the knowledge of propagating service quality in organisations through six sigma initiatives.
Best Wishes,
Tina Arora
You could view my detailed profile at - http://www.linkedin.com/in/tinaarora
I have recently completed my Master Black Belt Certification and a sneak peek of my thoughts and implementation of six sigma could be viewed at - http://forum.benchmarksixsigma.com/post/participant-interview-tina-arora-avp-kotak-securities.
I hope to see more colleagues joining me in my endeavour to spread the knowledge of propagating service quality in organisations through six sigma initiatives.
Best Wishes,
Tina Arora
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