John Keells BPO has an entire team dedicated to maintaining quality and to continuously improving business processes.
Our core ideology is based on the Six Sigma Process – “Measure, Control and Manage” – a business management strategy that improves the quality of process outputs by identifying and removing the causes of errors and minimizing inconsistencies.
In keeping with the Six Sigma guidelines, our team includes green belts, black belts and master black belts, and we aim to eventually provide Six Sigma training to all our operations employees.
Our Six Sigma approach is supported by:
- DMAIC (Define, Measure, Analyze, Improve and Control), a proven project methodology for achieving a low defect rate and improving processes
- Process baseline definition and benchmarking
- Monitoring continuous improvement
- Using color-coded and process specific dashboards for gauging Critical Performance Measures (CPMs) and drivers
Each Six Sigma project we carry out follows a defined sequence of steps and has clear, quantified metrics in place for mapping quality and progress.