Quality & Process Excellence · BPO

Practice beyond the classroom

Your Green Belt or Black Belt gave you the language of Lean Six Sigma. Here, the focus is using that knowledge to work through a real BPO process problem and explain your decisions with confidence.

Weekend batch

Four dedicated hours every Saturday

The Saturday batch meets for four hours each week. Guidance is tailored to what you need to practise, from choosing a BPO project and working with process data to using Minitab and explaining results to business leaders.

Visiting guest faculty and mentors bring experience from major MNCs, including Barclays, American Express, Genpact and Cognizant, and share practical perspectives from their work. Their participation does not imply sponsorship by those companies.

How the guidance works

Work through the project, step by step

A practical project begins with the business question and follows the evidence. The exact tools depend on the problem and the data available.

01 / DEFINE

Choose a meaningful CTQ

Frame the customer or business problem, identify a measurable outcome and agree on a sensible project scope. BPO examples include CSAT, AHT, repeat contacts, quality accuracy and turnaround time.

02 / MEASURE

Understand the baseline

Check how the metric is defined, where the data comes from and whether the starting performance can be trusted. Segment results by the factors that may matter.

03 / ANALYSE

Test possible causes

Use process knowledge and Minitab for appropriate statistical analysis. Distinguish a plausible explanation from a cause supported by evidence.

04 / IMPROVE & CONTROL

Make the finding usable

Consider workable changes, ownership and ways to monitor results. Explain the recommendation through the lenses of Process Excellence, Quality and Operations leadership.

Guidance supports the application of prior LSSGB or LSSBB learning; it does not claim to award a new belt certification.

Discuss your project

Bring the problem you want to solve.

Tell us the BPO metric, the process and what you have already tried. We can discuss how to approach the project.

Call +91 87003 76123

3rd Floor, The Iconic Corenthum Towers, A-41, Sector 62, Noida, Uttar Pradesh 201301