Sambhaji Satpute’s Post

### Do You Want to Improve or Redesign? The decision to improve or redesign a process is critical in driving sustainable growth and achieving organizational objectives. Here's how to determine when to improve or redesign and the factors to consider: ## Improvement vs. Redesign: Key Considerations # When to Use Incremental Improvement Stable Process: The process is functional but requires optimization to meet Critical Customer Requirements (CCRs) or Critical to Process (CTPs). Low Entitlement Level: Incremental changes can yield measurable results without significant overhaul. Efficiency Gains: Small process adjustments improve efficiency, reduce waste, or enhance quality. # When to Opt for Redesign (Creation Process) 1. Process Absence: No formalized process exists for the given function or goal. 2. New Product/Service: Introduction of a new offering requires a completely new process design. 3. Process Fragmentation: Multiple, inconsistent versions of the process are in use, leading to inefficiencies. 4. Entitlement Reached: Incremental changes are insufficient to achieve desired outcomes, as the process is at its performance limits. 5. Process Failure: The process consistently fails to meet CCRs or CTPs, requiring a fundamental redesign. 6. IT Implementation: Technology-driven transformations necessitate process re-engineering to align with new capabilities. # Steps to Define and Transition Analyze Opportunities Identify whether the current process can achieve the set goals. Assess if the process is operating at its maximum potential or "entitlement." Pinpoint whether existing challenges stem from fundamental flaws or inefficiencies. # Define Opportunities Review the charter and scope outlined for the improvement initiative. Build a robust project plan based on the analysis and findings. Determine whether to enhance the process or transition to creation for a redesign. # Guiding Questions to Decide Does the process meet CCRs or CTPs consistently? Are there signs of diminishing returns despite continuous improvements? Are multiple process versions causing inefficiencies or inconsistencies? Will technological changes fundamentally alter the process flow? By systematically analyzing opportunities and defining objectives, teams can make informed decisions about whether to pursue incremental improvements or transition to redesign. Both approaches, when aligned with business goals, foster continuous improvement and sustainable success. *If you want to know more contact* Sambhaji Satpute, Director & Business Coach. SMOT® India Tech Solutions Pune. & SMRG- Pan India Team sjsatpute21.smot@gmail.com

A lot has been said and written about #changemanagement in organizations. But what do the staff at the #lastmile think about the change, how do they feel and experience the change? They don't get the opportunity to sit with the CXOs and understand the why-what-how of change process. But then, they are crucial to ensure that the customers don't face issues due to the changes. During the on-going sensitization-training sessions in Pune, I have had the opportunity to meet and listen to the front end staff express their concerns over a new-management taking over. These concerns are mostly due to hear-say information floating around. Here are the 3 steps I am following and strongly recommend, A. Allay their fears and apprehensions B. Bring clarity and confidence through human touch and C. Connect often and close their grievances. Vijayadiagnostics

Exactly 4 years ago, we were emerging from the 1st wave of COVID. I recall being part of a webinar with the Indian School of Business Hyderabad on #Sales #Incentives. In that session, I highlighted key insights on the future direction of organizations in the coming decade: - Bigger push in shifting towards system-dependent processes over person-dependent ones, leading to a significant surge in IT investments. - A heightened focus on enhancing employee productivity, prompting the widespread adoption of performance management systems by mid-size and large companies. - Emphasizing the automation of sales processes post the 2020 COVID-induced slowdown, aimed at incentivizing sales teams and driving organizational sales. I emphasized the critical role of system of records like #CRM, #DMS, #LMS, in addition to sales #performance management tools such as #incentive automation and #skill enhancement tools. But my recent discussions with #CTOs and #CSOs in India reveal that many companies are still grappling with managing system of records, highlighting an area that demands immediate attention and transformation. Raghu Bommaraju Aarti Chandra Atmax Technologies

Key Management lessons from the #Dabbawalas- I was part of organising the lectures by Mumbai's dabbawalas at various management institutions in Bangalore from the 18th to 21st Sep 2024,while listening to them speak about their operations, I was amazed to know that these simple people follow almost all the principles of management taught in B schools, I started noting key insights from their talks and summarized them in to 26 points, which I am sharing below, almost every principle is followed by them diligently Quality focus-6 Sigma approach Unity is power-Team work Customer evaluation/Black listing of customer who delays their work Belongings and passion for their work Women participation encouraged Top management involvement in day to day activity Quick decision making Internal mechanism to sort difference within team Customized coding for identification Packaging (outer container) for safe delivery Tracking Sorting and grading No technological support Sustainable model Hub and spoke model Simplicity If you do your duty diligently ,the world takes notice No mischief by any members Runs on Trust Focus Consolidation of dabbas (wooden crates) Customer satisfaction/service motto Time management lesson Vision & Forward looking CSR acitivities-Giving back to society

Service Excellence differentiates the Ordinary from the extraordinary. Today the main vector in all Bpos is Customer Satisfaction & Quality scores but many a times, we fail to achieve the same . The result - unhappy clients . In the long run it hurts the planned buisness expansion of the Organization. So the main question here is , where did it go wrong ?? The Employees got their salary month on month .All the managers were experienced . And they all had Six Sigma certifications or atleast aware of DMAIC & Lean tools to run the buisness. Daily , Weekly , Monthly reviews highlighted buisness needs , but still there was failure . First of all there is no magic formula or quick pill for Super Performance . BPO is people intensive buisness . You have a high Performing core base in the operations team which will support the future recruits . Attrition of the core team is not a healthy sign . For retaining , high performing assets , development activities are needed . RNR programmes and IJPs , PLIs need to be there . Early birds always catches the worms. Vision of the organization should be instilled within employees from the joining date .TNA needs to reflect Buisness needs and values .There will be poor or average performers .They cannot be just replaced as productivity is linked to head count.Those with skill issues can be always retrained . BQ Management should be robust & effective . Audit feedback should reach the employees regularly in cyclic pattern to enable them improve sincerely . The managers should be hold accountable for Team Performance . In many places , replying emails , client communication & creating dashboards is observed as their only Job which is incorrect. Managers should be measured for Team Engagement. Do they interact with their Teams on regular cyclic intervals .Do they remember the Top & bottom performers of their team by name . We deal extensively with freshers who are human beings not robots . Too much force exerted will break them towards attrition. You control attrition, you create buisness & process excellence simultaneously It is very simple , employees build the Brand . Have we invested in the right set of people to manage them . People should be motivated to perform rather than forced to deliver .Every single employee is important. You win their hearts , they will deliver the desired results !!!

1. Acknowledge the Issue Immediate Response: Respond to the customer as soon as possible to acknowledge their issue. Empathy: Show genuine empathy and understanding of their frustration. 2. Take Responsibility Accountability: Take full responsibility for the service failure, even if it was caused by factors beyond your control. Transparency: Be transparent about what went wrong without making excuses. 3. Investigate the Issue Gather Information: Collect all relevant details about the issue from the customer. Detailed Analysis: Investigate the root cause of the problem. 4. Provide a Solution Immediate Action: Offer an immediate, temporary solution to mitigate the problem. Permanent Fix: Explain the steps being taken to provide a permanent solution. 5. Keep the Customer Informed Regular Updates: Keep the customer informed about the progress of the resolution. Timeline: Provide a clear timeline for when the issue is expected to be fully resolved. 6.  Follow-Up Ensure Satisfaction: Follow up with the customer after the issue has been resolved to ensure they are satisfied with the solution. Gather Feedback: Ask for feedback on how the situation was handled to improve future responses. 7. Prevent Future Issues Continuous Improvement: Use the feedback and insights gained to prevent similar issues in the future. Process Enhancement: Implement any necessary changes to processes or systems.

The manufacturing industry constantly seeks ways to optimize productivity, reduce costs, and enhance efficiency. Real-time Shopfloor Productivity Monitoring Systems (#Proefficient) have emerged as a powerful tool to achieve these goals. This comparative analysis explores the advantages and challenges faced by industries that implement Proefficient compared to those that operate without them. Benefits of Using Real-time Shopfloor Productivity Monitoring Systems Enhanced Visibility and Control Proefficient Users: These systems provide real-time data on machine performance, workforce productivity, and overall production processes. Managers can monitor key performance indicators (KPIs) and make informed decisions swiftly. Non-users: Without real-time data, these industries rely on periodic reports, which may lead to delays in identifying and addressing production issues. Improved Efficiency and Productivity Proefficient Users: Continuous monitoring helps in identifying bottlenecks and inefficiencies promptly, leading to quicker resolutions and optimized production flow. Non-users: Inefficiencies may go unnoticed for longer periods, resulting in suboptimal productivity and potentially higher operational costs. Predictive Maintenance and Reduced Downtime Proefficient Users: Predictive analytics can forecast machine failures, allowing for preemptive maintenance and minimizing unexpected downtimes. Non-users: Maintenance is often reactive, leading to prolonged downtimes and disrupted production schedules. Data-driven Decision Making Proefficient Users: Access to real-time and historical data facilitates strategic planning and data-driven decision-making, improving overall business outcomes. Non-users: Decisions are often based on intuition or limited data, which can lead to less effective strategies and slower response times to market changes. Quality Control Proefficient Users: Continuous monitoring helps in maintaining consistent product quality by detecting deviations in real-time and allowing for immediate corrective actions. Non-users: Quality issues may be detected late, resulting in higher rates of defective products and potential customer dissatisfaction. For details please feel free to connect with us at sales@felidaesystems.com #DataVisualization #ManufacturingExcellence #Innovation #LinkedIn #success #motivation #Visualization #India #startups #delhi #gurgaon #noida #faridabad #industries #technology #production #manufacturing #quality #efficiency #iiot #data #engineering #digitalization #industry #industry40 #productivity #digitization

Unlocking Manufacturing Efficiency with Digital Work Instructions - Instant Accessibility: Access work instructions anytime, anywhere, streamlining workflow and eliminating paperwork. - Standardization: Ensure consistent quality and performance by standardizing best practices across the workforce. - Time Savings: Boost productivity with a 60% reduction in time to create and follow work instructions. - Real-Time Data: Monitor performance and quality in real-time, reducing errors and ensuring high-quality output. - Enhanced Training: Train new employees effectively with multimedia-guided instructions, reducing the learning curve. - Scalability: Easily scale best practices across teams while reducing environmental impact by going paperless. - Behavioral Advantages: Improve task execution efficiency with faster command comprehension from digital work instructions. - Real-Time Supervision: Monitor the shop floor 24/7 and retain historical data for continuous improvement and compliance. The implementation of digital work instructions is essential for manufacturers to optimize operations and stay competitive in an evolving industry. For details please feel free to connect with us at sales@felidaesystems.com #DataVisualization #ManufacturingExcellence #Innovation #LinkedIn #success #motivation #Visualization #India #startups #delhi #gurgaon #noida #faridabad #industries #technology #production #manufacturing #quality #efficiency #iiot #data #engineering #digitalization #industry #industry40 #productivity #digitization

The call center industry in India has made significant advancements over the years, but there are still areas where improvement could be beneficial. Some areas that could be addressed include: 1. Training and Skill Development : Continuous training and skill development programs can enhance the capabilities of call center agents, improving the quality of customer interactions. 2. Employee Well-being (very important): Providing a supportive work environment, addressing mental health issues, and offering work-life balance initiatives can help retain talent and improve overall employee satisfaction. 3. Technological Advancements : Investing in new technologies such as AI, chatbots, cloud telephony and analytics can improve efficiency and customer service delivery. 4. Data Security and Compliance: Ensuring strict adherence to data protection regulations and implementing robust security measures to protect customer data is crucial. 5. Quality Assurance : Implementing rigorous quality assurance processes to maintain high standards of service delivery and customer satisfaction. 6. Diversity and Inclusion : Promoting diversity and inclusion initiatives can create a more inclusive workplace and improve employee morale. 7. Career Growth Opportunities : Providing clear career paths and growth opportunities can help attract and retain talent in the industry. Understanding roles and responsibilities within the hierarchy is not only crucial but also foundational for the smooth functioning and growth of a call center. It establishes clear accountability, ensures efficient communication channels, and fosters a sense of ownership among team members. Moreover, internal promotions play a vital role in advancing a call center business by motivating employees, boosting morale, and retaining top talent. This practice not only recognizes and rewards hard work but also encourages professional development, which ultimately leads to a more skilled and committed workforce.

How OEE can be used to measure and improve quality control in a manufacturing facility? OEE includes the Quality component, which measures the quality of output against the target quality. By monitoring the Quality component of OEE, organizations can identify quality issues, defects, or non-conformities in the production process. This information can be used to implement corrective actions, improve quality control measures, and reduce defects, leading to enhanced product quality and customer satisfaction. Love to know your perspective 😊 #Quality Assurance #Manufacturing improvement INTERNATIONAL QUALITY PROFESSIONALS ASSOCIATION PUNE INDIA