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| Case Study |
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Patni helps large service provider in UK to drive
process efficiencies through Six Sigma |
Driven by the objective of improving the speed and quality of service levels, a large service provider
partnered with Patni to develop and execute a Six Sigma roadmap.
The Client
A The client is one of the world's largest service companies whose services include designing and building of new facilities and management of facilities, projects and IT systems.
The Challenge
Constantly looking out for ways to improve its competitiveness, the client was keen on speeding up service delivery time and reducing service costs. To achieve this objective, the client was keen on using Six Sigma methodologies for improving process efficiencies and reducing service inefficiencies caused due to delays, mistakes and rework.
Some key deliverables that the client wanted to achieve through the Six
Sigma initiative included:
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Identifying and eliminating poor decision making processes |
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Standardizing practices. |
With limited knowledge and experience of Six Sigma methodologies,
the client faced a momentous task in identifying opportunities where
improvements could be carried out.
The Solution
With the objective of improving service levels, the client decided to enlist the
services of Patni for guiding it in assessing opportunities for improvement by rolling
out the Six Sigma initiative.
Patni partnered with the client and conducted a detailed assessment methodology
that included the following steps:
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Initiative Kick off: To orient client seniors with Six Sigma potential,
understanding key business needs and share the assessment plan |
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Champions training: To provide an overview of Six Sigma concepts, methodology,
role of champions and the implementation approaches |
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Opportunity Identification: To identify potential business challenges and gain
opportunities based on process study, data and trend analysis, and one-to-one
interactions with client champions |
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Business Case presentation: To share findings of assessment with client seniors
and the suggested way forward. |
To achieve the goal of improving service level efficiencies, Patni
recommended Six Sigma rollout in two phases:
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Pilot Six Sigma rollout: To increase acceptability and confidence in use of
Six Sigma concepts and methodology, Patni recommended the rollout of a
few high impact projects to demonstrate and share Six Sigma success. The
key activities in this rollout included Champions Training, Green Belt
Certification and Yellow Belt Certification. The improvement areas
identified and being worked on by the Green belts were to be mentored
and facilitated by Patni Consultants over the roll out period
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Extended Six Sigma rollout: The objective of extended Six Sigma roll out
is to leverage on pilot success and drive further improvements by
identifying high impact projects. Besides the activities in the pilot phase,
this phase would also include Black Belt Certification to equip black belts
with advanced problem solving capabilities, statistical skills and change
management competencies. |
The Benefits
The rigorous and detailed assessment provided by Patni helped
in identifying 25 opportunities for improvement in the shared
services function of the client. While each opportunity promised
immense potential benefits, some opportunities identified could
be quantified immediately.
Of the 25 opportunities, the potential savings of the 11 opportunities
for which savings could be quantified translated to a return on
investment of 422%.
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