1. Friday, March 9, 12

2. Engaging Customers and Employees:
The LeSS Way
Adding the Human Touch
PRESENTED TO: PRESENTED BY:
Naveen Narayanan
JMD | SSA Business Solutions
6th Mar 2012, New Delhi
Friday, March 9, 12

3. Some BPE Trends
Worldwide
Friday, March 9, 12

4. THREE GENERATIONS OF BPE
Web
Generation 1 Generation 2 Generation 3
(80s) (90s) (2000s)
‣ Improve quality ‣ Reduce cost ‣ Customerization
‣ Eliminate defects ‣ Eliminate waste ‣ Enhance customer
loyalty
‣ Improve sales
SOURCE: BPE Global Trends and Success Factors, Reginald W. Goeke, Genna Weiss
Friday, March 9, 12

5. INDICATORS OF SUCCESS
30%
30%
25%
20%
19%
20%
14%
15%
11%
10%
6%
5%
0%
Reduce costs Increase Change Increase Decrease Increase
customer culture customer defects/ revenue/
satisfaction value Cycle times market share
SOURCE: BPE Global Trends and Success Factors, Reginald W. Goeke, Genna Weiss
Friday, March 9, 12

6. IMPACT OF LINKAGE WITH KRAs
Great extent
94% of these reported
Greatest extent successful BPE deployments 46% of these reported
96% of these reported successful BPE deployments
successful BPE deployments
10% 2%
24% Not at all
37%
27%
To some extent Very little
80% of these 46% of these
reported successful reported successful
BPE deployments BPE deployments
Not at all Very little To some extent
To great extent To the greatest extent
SOURCE: BPE Global Trends and Success Factors, Reginald W. Goeke, Genna Weiss
Friday, March 9, 12

7. What Really is Customer
Engagement?!
Friday, March 9, 12

8. CUSTOMER ENGAGEMENT IS...
‣ Listening to the customer
‣ Responding to changing customer needs
‣ Augmenting internal resources to manage rapidly
changing needs
‣ Change even when there isn’t a compelling reason to
‣ In essence: creating an Outside-In organization
Friday, March 9, 12

9. AN EXAMPLE: AIRLINE INDUSTRY
Friday, March 9, 12

10. AN EXAMPLE: AIRLINE INDUSTRY
Customer Process
Book Ticket Check-in On-board Baggage Claim
Friday, March 9, 12

11. AN EXAMPLE: AIRLINE INDUSTRY
Customer Process
Book Ticket Check-in On-board Baggage Claim
Airline Process
Ground Services IT
Baggage Assistance
Customer Support
HR
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12. Can it Be Done
Differently?
Friday, March 9, 12

13. OF COURSE!
Resort baggage
check-in
Reliable No-nonsense
departure service
15 Min Friendly
Turnaround staff
lean, productive Very low
ground/gate crews ticket prices
Friday, March 9, 12

14. THE SOUTHWEST MODEL
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15. CLOSER TO HOME
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16. Measuring Loyalty
Friday, March 9, 12

17. ONE NUMBER TO GROW: NPS
‣ Loyalty metric and a
discipline to seeking
customer feedback
‣ A straightforward metric to
hold companies and
employees accountable for
how they treat customers
‣ Tool for driving customer
loyalty and profitable
growth
‣ NPS = % of promoters - % of
detractors
SOURCE: http://www.netpromoter.com
Friday, March 9, 12

18. NET PROMOTER’S SCORE
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19. NET PROMOTER’S SCORE
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20. OTHER EXAMPLES...
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21. OTHER EXAMPLES...
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22. OUTSIDE IN: HOW A WORLD CLASS
LOGISTICS PROVIDER DID IT?
Friday, March 9, 12

23. DEPLOYMENT PHILOSOPHY
Concept
1 Superior Customer Insight
Delivering the 2 Customer Focussed Process
best Customer Optimisation By Utilizing
Experience Common Methodologies
Execution
3 Broad -Based Organizational
Engagement
Frontline Employees
Top/Line Management
Friday, March 9, 12

24. Driving Employee
Engagement - A Case
Study
Friday, March 9, 12

25. THE CHARTER
Project Title
• Reduction in attrition rate at Customer Service
Problem Definition
• In the FY(Jan 07 –Dec 07) the attrition rate was 22%
• High turnover leads to understaffed CS resulting in increased work pressure
and Stress
• Additional manpower time and cost spent on recruitment amounts to approx
Rs33 lacs
Goal Statement
• To bring down the attrition rate of CS employees leaving us in less than 1.5
years to 10% by December 08
Friday, March 9, 12

26. PROBLEMS DEFINED
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27. SOLUTIONS IDENTIFIED
Friday, March 9, 12

28. SOLUTIONS IDENTIFIED
Friday, March 9, 12

29. A bout SSA
Friday, March 9, 12

30. HISTORY
1999 2001 2006 2011
Six Sigma Alchemy®(P) Ltd.
Business Excellence Enablers
SSA IS BORN MANAGEMENT SYSTEMS PROCESS EXCELLENCE STRATEGIC ALIGNMENT
- BORN WITH A - ISO 9001, QS 9000, ISO - ENTERPRISE-WIDE - INTEGRATED STRATEGY
MISSIONARY ZEAL 14000, ISO 27001 PROCESS MODELING & PERFORMANCE
- PROCESS REPOSITORY MANAGEMENT SYSTEM
- VISION: ‘MAKE MADE IN - HRMS
INDIA SYNONYMOUS TO CREATION
- BPMS
QUALITY’ - KPI DASHBOARDS
- SIX SIGMA
- LEAN DEPLOYMENT
- GLOBAL ALLIANCES
- GLOBAL DEPLOYMENTS
Friday, March 9, 12

31. SELECT CLIENTELE
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32. GLOBAL REACH
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33. PUBLICATIONS
Enigma of Lean:
SSA’s thought leadership on Lean RMAOR®
methodology
LSS Champion’s Pocket Gide:
Handy ready reckoner for Lean Six Sigma
practitioners
Statistical Software Guide:
Minitab® guide for Green Belts, Black Belts
and Master Black Belts
Elixir:
Quarterly newsletter on topics related to
Quality and Business Excellence
Friday, March 9, 12

34. ACCREDITATIONS
RATED SE-2A BY CRISIL | HIGH PERFORMANCE
CAPABILITY HIGH FINANCIAL STRENGTH
ISO 9001 CERTIFIED
ANSI IACET 1-2007 ISO 27001 ISMS CERTIFIED
AUTHORIZED PROVIDER
Friday, March 9, 12

35. BASKET OF OFFERING
Lean Six Sigma
IT & ITES Support Lean Management
Performance Management BPMS Solutions
Design for Six Sigma (DFSS) TPM
Project Management ISO/ISMS/EMS/OHSAS
Daily Work Management Process Simulation
Friday, March 9, 12

36. Thank You!
Friday, March 9, 12