Besides, if Six Sigma training is not imparted, it could result in redundancies and delays in the implementations. Therefore, it is essential to know the importance of the Six Sigma training at both the lower and the upper management levels.
Changing the Employee Mindset With Respect To Change
Several years of research and studies have revealed that employees have never been avid supporters of change. That's because they sometimes feel that change may lead to a decreased workload or job losses. Therefore, when employees hear about the introduction of Six Sigma in their company, they do not respond positively.
This is perhaps the main reason why the employee performance is deeply affected - they are altogether uncomfortable with the entire concept of Six Sigma. Many employees feel that they might lose their jobs because they won't be able to cope with the change - this results in the lack of cooperation on the part of the employees, which is very much needed during the Six Sigma implementation process.
Therefore, it is important for management to understand the importance of Six Sigma training and the need to implement it at all levels of the organization. Although the training covers all the aspects of the Six Sigma methodology, some instruction meetings can be held, for the sake of solving employee issues which may have been overlooked during the implementation process.
Technical Training
Since Six Sigma depends upon the technical tools such as statistical data and other similar methods, it becomes compulsory that workers undergo some sort of training on adapting to the change and working alongside Six Sigma professionals. That's because if the employees are unaware of the processes involved in the Six Sigma implementation stage, they will not be able to manage organizational changes effectively.
In addition to this, it is a known fact that the Six Sigma comes with various technical complications - and if employees are not prepared for this, it may well lead to the failure of the entire Six Sigma process. Therefore, the training imparted by a professional Six Sigma expert is the best option to familiarize the employees with the entire technical process.
One of the key advantages of Six Sigma is that it helps in reducing overhead costs. One method that most companies can capitalize on is providing Six Sigma training to existing employees, to avoid the costs that outside Black Belts and Master Black Belts usually charge. This means that once the training is imparted to the employees, those employees can further spread their knowledge to educate the new workforce.
When it comes to imparting Six Sigma training, it really doesn't matter whether the organization is big or small, since although different companies may have different processes, the training and its importance remain the same.
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Some big banks like Bank of America, Citibank, Bank of Southwest and others have achieved good results by applying the Six Sigma methodology to their various processes.
Define: In banking, customer satisfaction is the most important objective to achieve. Defining processes in consultation with bank employees and upper management is the first step in applying Six Sigma in this industry.
Measure: In this phase, Six Sigma professionals have to collect statistical data in consultation with management. The data can be measured to find out the impact it has on customer satisfaction.
The processes that need urgent improvement can be marked for change (e.g., the wait time for various processes can be measured at the different branches of the banks under different conditions).
Analyze: In this phase, the analysis of the processes that need to be improved is done and at minimum costs. All the aspects that affect customer satisfaction will be covered. For example, in cash transactions, the specific step that takes the most time and which needs reconsideration is the approval process.
Improve: In the improve phase, corrective action to improve the process is undertaken with consultation of the staff. These improvements are based on the facts and statistical data collected. Using the simulation tools, the effect of the proposed changes is checked.
Control: In the control phase, various control measures are put into place to control the process. If the process is falling short in achieving the expected results, then it is given back for reconsideration.
Mistake-proofing processes can be applied in electronic application processes. Another simpler solution is to simplify the processes further (e.g., while filling out forms for new accounts, new loan applications and so on).
The relevance of the information being collected can simply be explained to the customer so that the customer also ensures that the right information is provided regularly. An example of this is when customer moves to a new address, they should inform the bank of the new address - and they will do so if they know the relevance of that information to the bank.
The Bank of Southwest has used QFD as a powerful method to translate customer needs into design requirements. For their loan processing, which took nearly 24 days, they studied the entire process and found that a customer was only required to be at the bank once. With faster processing processes in place, and by providing the maximum loan with a competitive interest rate, they designed the project accordingly.
Six Sigma has been successfully used in different banks throughout the world. It provides good solutions suited to the needs of this dynamic industry.
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 six sigma training and certification classes for six sigma pro. Tony Jacowski's top article generates over 90500 views. Bookmark Tony Jacowski to your Favourites.
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