Live case-study

Kanika Handa Pooja Soni Shweta Rajguru Sudha Raghunath Madhura Tendulkar

access to a highly talented workforce and improved quality are all underlying expectations in offshoring high-end processes to India. . Cost savings.Knowledge process outsourcing (kpo) •The success in outsourcing business process operations to India has encouraged many firms to start outsourcing their high-end knowledge work as well. operational efficiencies.

Why is india a trustworthy destination for kpo? •English advantage •Higher education system •Science and technology edge •Government policies •Knowledge parks •Quality initiatives •Quality standards •Data Privacy and Information Security Initiatives •Employee Scrutiny •Reverse Brain Drain .

12 billion •Employment.The future of kpo •Kpo industry by 2010.17 billion usd •In india.more than 250.000 •India -70% market share by 2010 .

What high-end services can be outsourced to the Indian KPO sector? •Research & Development •Business and Technical Analysis •Animation & Design •Pharmaceuticals and Biotechnology •Medical Services •Writing & Content Development •Legal Services •Intellectual Property (IP) Research .


GTL GTL is a leading Network Services company. They Aim to Create Unique Value for customers by leveraging their•Expert knowledge of business and technology issues in Telecom industry •Capability to Advice. Delivery capabilities and market presence key strengths •Ability to take on large projects • Spread over Diverse Geographies •Involving Multiple OEM Technologies . Plan. offering services and solutions to address the entire Network Life Cycle requirements of Telecom Carriers and Technology providers (OEMs). Deploy and Manage Networks •System Integration through Multi Platform and Technologies •Global customer relationships.

at work and outside work . 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. geared to ensure the organization consistently meets or exceeds customer requirements.Total quality management TQM is a set of management practices throughout the organization. This is achieved with the help of upstream and downstream . Total quality is called total because it consists of 3 qualities : • Quality of return to satisfy the needs of the shareholders • Quality of products and services to satisfy some specific needs of the consumer (end customer) • Quality of life .to satisfy the needs of the people in the organization.

TQM IN GTL •ISO •COPC.certification for BPO/KPO companies •ISO14000-environmental management system •SIX SIGMA .

data-driven approach and methodology for eliminating defects (driving towards six standard deviations between the mean and the nearest specification limit) in any process -. .from manufacturing to transactional and from product to service. Six Sigma is a disciplined.SIX SIGMA Six sigma at many organizations simply means a measure of quality that strives for near perfection.

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. •They have six black belts.DMAIC AND DMADV . •Six to seven people are chosen.SIX SIGMA IN GTL •Initially one person from TQMI trains the selected employees.

Successful Black Belts normally dedicate at least 75 percent of their time to a four to six month Six Sigma Project.JUNIOR LEVEL TRAINING .SIX SIGMA BELTS:CERTIFICATION BLACK BELT Six Sigma Black Belts are project leaders who receive four weeks of training focusing on the Six Sigma Roadmap and extensive statistical methodologies.MIDDLE LEVEL TRAINING YELLOW BELTS. GREEN BELT Six 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 GTL BLACK BELT-6 (PROJECT LEADERS) GREEN BELT.

2. It is simply a diagram that shows the causes of a certain event.BRAINSTORMING (TEAM SIZE 6-8) Brainstorming is a group creativity technique designed to generate a large number of ideas for the solution to a problem. and in the process became one of the founding fathers of modern management.PROBLEM SOLVING TECHINIQUES IN GTL 1. 3. They are usually presented as a contingency table in a matrix format .FISH BONE ANALYSIS (ISHIKAWA) The Ishikawa diagram (also fishbone diagram or cause and effect diagram) is the brainchild of Kaoru Ishikawa.CROSS TABULATION A cross tabulation (often abbreviated as cross tab) displays the joint distribution of two or more variables. who pioneered quality management processes in the Kawasaki shipyards.

we can help you manage performance by transforming your data into predictive insights. location. Results from probability theory and statistical theory are employed to guide practice.) that sells it. .000 customer sites worldwide.4. With 31 years' experience and 43. SPSS is a computer program used for statistical analysis and is also the name of the company (SPSS Inc.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. etc. especially for the purposes of statistical inference.) of an observable entity enumerated to distinguish objects or individuals. 5.SAMPLING Sampling is that part of statistical practice concerned with the selection of individual observations intended to yield some knowledge about a population of concern. Each observation measures one or more properties (weight.

If the chart indicates that the process being monitored is not in control. the control chart. 7. the pattern it reveals can help determine the source of variation to be eliminated to bring the process back into control. also known as the 'Shewhart chart' or 'process-behaviour chart' is a tool to determine whether a manufacturing or business process is in a state of statistical control or not.CONTROL CHARTS In statistical process control. . A control chart is a specific kind of run chart. The output of this measurement is usually illustrated by an histogram and calculations that predict how many parts will be produced out of specification.6.PROCESS CAPABILITY INDEX The Process Capability is a measureable property of a process to the specification.