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Your Online Guide » A Guide to Business » What is Six Sigma

[T737]The Six Sigma Way
by Peter Peterka, Pet
One of the many benefits of Six Sigma is how it helps to develop people. The dual processes of Six Sigma training and Six Sigma projects cultivate excellence in not only product quality and financial savings but also in the knowledge, confidence, and quality of the people in your organization. People are, after all, your organizations' most valuable assets. To sustain and continuously improve, an organization needs to develop its people. Six Sigma helps to develop your people in two areas: it develops leaders and it empowers people to be knowledgeable and valuable contributors to the organization's success.

Every organization needs people with leadership qualities . Leadership skills are needed at every level in the organization. Consistent Six Sigma training and implementation from the executive level through line managers will help grow leadership in your organization. With Six Sigma, there are many opportunities to develop leadership skills and leadership qualities at all levels in the organization. Six Sigma certification training and the hands-on real-world training of leading Six Sigma projects cultivate management skills.

Six Sigma seeks to grow leaders in an organization through its training programs. People who have completed Six Sigma training earn a Belt title. It denotes their level of knowledge and responsibility. A Green Belt is an individual who has completed two weeks of training on the Six Sigma roadmap and essential elements of statistical methodologies supporting Six Sigma projects and who is a member of a Six Sigma process improvement team. A Black Belt is an individual who has completed four weeks of training focusing on the Six Sigma Roadmap and extensive statistical methodologies and is experienced in leading cross-functional process improvement teams. Black Belts become leaders of Six Sigma project teams and they mentor other employees to help them improve.

Six Sigma values leadership, but it also values involvement from employees at all levels of the organization. If anyone can get to the root of a problem and help solve it, then it doesn't matter where the idea comes from. Six Sigma has to have complete support and commitment from all levels of the organization. Six Sigma requires buy-in from everyone involved in the business processes that are measured. This requirement actually helps build a better organization.

Involvement from all levels of employees comes about from the Six Sigma strategy of building project teams. Continuous improvement processes, such as Six Sigma, means including people, gaining their involvement, and then supporting what they are trying to accomplish. Six Sigma asks for input on improvement solutions from all employees because it recognizes the value of creative solutions to problems from any and all sources. The simple reality is that line workers know some things the higher ups don't. Front-line employees understand the customer better than anyone. Organizations that solicit ideas from line workers will uncover innovative solutions to problems that could never be uncovered by detached analysis.

Involving people through Six Sigma also leads to empowering people. Six Sigma's data-driven methodology gives people appropriate feedback on the process and levels of improvement they are achieving– what they did well and what they did badly. Through Six Sigma, your people are given real solutions to eliminate the real root causes of problems. Plus, it gives them the understanding of the whats, wheres, and whys because the data is there. Thus, Six Sigma helps to develop the knowledge, confidence, and quality of the people in your organization.

Further, Six Sigma helps promote a culture of trust so that everyone's energies will be directed into positive and constructive work. Such a culture consists of including people, giving them the tools they need to succeed, an appropriate level of influence and control, and being open with them. As trust builds people start to get more involved, become more committed, accept more empowerment, and deeper levels of trust develop. Team work, coordination of activities, trust amongst the team, and knowing the process makes the effort of Six Sigma successful.

The result of doing this well is professional growth, improved morale and positive attitudes toward cooperative efforts. Six Sigma will become one of the factors that not only fuels dramatic quality improvement in your employees but creates an outstanding workplace.

Peter Peterka is President of Six Sigma us. For additional information on Six Sigma Jobs or other Six Sigma Green Belt project programs contact Peter Peterka.


Why Six Sigma Is Better Than Other Quality Initiatives

Six Sigma may have been originally devised as a quality improvement tool for use in the manufacturing sector, but that has not stopped it from making its way to the services industry such as contact centers. It is different because it makes use of foolproof statistical tools and techniques that help in making the most accurate assessments, predictions and calculations, necessary for making effective and long-lasting quality improvements.

Six Sigma has stood the test of time when others have failed because it was quick to embrace emerging technologies, something that helped quite a bit in designing and developing newer and more effective quality improvement tools and techniques.

How Is Six Sigma Helping Contact Centers?

Most contact centers act as a vital link between a company and its customers. As such, it becomes quite important to provide high-quality services that will motivate customers to remain loyal to the company. By implementing this process, contact centers have been able to achieve this objective quite easily, which in turn has proved beneficial for both the company and the customers.

It has also helped to improve the efficiency of agents by reducing their workload and by providing improved work conditions to them.

How Is Six Sigma Helping Contact Centers To Expand Their Operations?

Contact centers that have implemented this process have saved millions of dollars over the years, which are now being used for expansion through the establishment of newer contact centers. Getting work for newly established contact centers is not a problem because every satisfied client automatically recommends the name of the contact center to other potential clients, bringing in more business for the contact center.

Handling the increased workload is also not a problem because 6 Sigma helps in streamlining operations so as to achieve optimum efficiency. Thus, we see that it actually creates a highly profitable business cycle that can be used by any contact center to expand its operations.

The Future Of Six Sigma In Contact Centers

Six Sigma is probably the only quality improvement initiative that has survived the test of time. We can say with quite a lot of conviction that it will continue to be used by contact centers as long as some other more effective quality improvement technique is not developed.

It's effectiveness can be verified by the fact that companies that had implemented it ten to fifteen years back are still using it in spite of the huge changes in technology. After considering all these factors, it becomes much easier to predict the positive future of Six Sigma in contact centers.
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Both Peter Peterka & Tony Jacowski are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.

Peter Peterka has sinced written about articles on various topics from Six Sigma, Leadership and Six Sigma. Peter Peterka is President of us. For additional information on. Peter Peterka's top article generates over 12100 views. to your Favourites.

Tony Jacowski has sinced written about articles on various topics from University, Six Sigma and Information Technology. Tony Jacowski is a quality analyst for The MBA Journal. Aveta Solution's Six Sigma Online offers online and certification classes for lean six sigm. Tony Jacowski's top article generates over 90500 views. to your Favourites.
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