Six Sigma Yellow Belt Program | Learning Meaningfully

MINDGEARS CONSULTING
insight-driven solutions. creative learning.
A SIX SIGMA LEARNING SERIES FOR FRONTLINE BPO LEADERS
SIX SIGMA YELLOW BELT PROGRAM
BPO LEARNING SERVICES PROSPECTUS
Teki AbaryRepalda
Senior Consulting Partner & Six Sigma Master Black Belt
Marge StaAna
Managing Partner & Workplace Learning Strategist

MindGears Consulting Ltd Co © 2014
http://www.mindgearsconsulting.com
great customer service starts with real conversations.
our approachto learning
our integrated course model
course flow essentials
learning investment
next steps: engagement process
our service catalogue
WHAT’S INSIDE

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OUR LEARNING APPROACH
workshop-driven
We believe that learning to be truly effective is designed to actively engage learners. This allows them to own their progress, readily apply their newly learned skills and understand nuances in looking at performance indicators in their everyday work roles.
insight weighs more than opinion.
analytics simplified
We’ve designed our courses so that learners do not get formula-shocked or chart-stressed. This requires more than crunching numbers or using MiniTab. We facilitate this course by highlighting context, not just concepts. More importantly, it is analytics learning with sense.
experiential assessment
As a culminating activity for the course, learners will be grouped into teams and make a 30-min case analysis presentation. It is a full-rounded assessment on how well they use problem solving tools & techniques in service delivery performance.
excel-based tooling
Yes, we like Excel more than MiniTab. It’s more than a spreadsheet to us. It’s a data visualization tool as well from simple to advanced analysis. We’ve observed how untapped some advanced Excel functions are such as PowerPivot, Power Report Viewer & the use of DAX language as well as statistical tools. Guaranteed not to induce paralysis, and with boatloads of Excel fun.

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OUR INTEGRATED COURSE MODEL
BPO Six Sigma Yellow Belt Program
BPO KPI Fundamentals
Six Sigma DMAICApproach
Problem Solving Tools & Techniques
Intermediate Microsoft Excel Tooling
We include these metrics to anchor the analysis
Customer Experience (CSAT, CE, NPS, CES)
Effectiveness (FCR, Issue Resolutions, Sales, Collections, Back Office Effectiveness Measures)
Efficiency (AHT, CPH, Back Office Efficiencies)
Quality (QA Attribute Scores, Error Rates)
HR & Training (Attrition, 30-60-90 day throughputs)
More than a Yellow Belt certification, our course flow uses a simplified but expansive DMAIC model
Identification, Pre-Scoping & Scoping (Define)
Issue Evaluation & Metric Mapping (Measure)
Relationships & Analysis (Analyze)
Solutions Framing and Monitoring (Improve)
Refining Solutions (Control)
We facilitate the following techniques to arrive at solutions:
Trend Analysis
Histograms & Bell Curves
Pareto Analysis
Scatter Plots & Quadrants
Outlier & Variance Analysis
Glide Path Analysis
RCAs
Simple FMEA
Control Charts
We introduce learners to appreciate Excel
Data Cleaning & Formula Integration
Data Visualization & Charting
context is more important than content.

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3-day workshop at 9 hours per day inclusive of a morning break, an hour’s lunch break and an afternoon break
number of participants
Minimum of 15 participants and a maximum of 20 participants
facilitationrequirements
Learners must have access to Excel 2010 or later, either by desktop or laptop
Sample Data Sets / Reports with redacted program names for group work activity and final presentation assessment. (NDA governed)
course duration
COURSE ESSENTIALS
learnerprofile
people are at the heart of every process.
Team Leaders, Middle Managers, QA & OE practitioners with a requisite DNA for “number sense”
endowed with enthusiasm & verve to learn.
has working knowledge of Excel spreadsheets and performance reports
or, simply business learning junkies who are interested to learn the things we believe in.

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to be efficient, you have to be effective first.
DAY 1
1
Why are we here? Introductions & workshop primer
Your Learning Ladder Where are you in your learning ladder?
Six Sigma as a Performance Model It’s more than just data
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3
4
What is more important in Problem Solving Is it in analyzing the problem or in solving the problem?
Mapping Your KPIs Managing leading Indicators, not lagging indicators & data capture mechanisms
5
primer & foundations
6
recognizingopportunities
Not sure where the issue is When denial is a river, converse with your reports & docs
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Average of averages! How to correctly input summary calculations for metrics such as AHT, CSAT & the like.
Charts are pictures & Kites are Fun 5 considerations when interpreting charts
8
Creating a Trend Chart What are trend charts? The tops & the flops of trend charting.
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10
Give way to segments & column charts Support your metric trend analysis by showing what groups are contributing to your performance
Don’t regurgitate the obvious Stating your finding or issue in your charts
scopingopportunities
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12
Mapping segments & demographic sectors
CSAT or AHT by Call types
CSAT or AHT by team / tenure,
Absenteeism by day
Productivity by shifts
13
Leave the pie chart, take the “cannoli” bar Analyzing completion rates by subgroups & how to visually analyze aging / backlog charts
Go to next page
COURSE FLOW

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true analytics is about creating sense.
DAY 2
Do not silo analyze one metric Understanding combinations of two elements using comparative analysis
AHT vs Calls Handled
CSAT by Call Type vs Calls
Team absences by team size
evaluating opportunities
The value of problem evaluation 4 factors of evaluation techniques
High, Mid and Low Performers? Creating stack ranks and when to really use them.
Top Drivers are not for metrics The effective use and misuses of a Pareto Analysis (a.k.aThe Principle’s the Thing!)
Effectiveness vs Efficiency The power of performance quadrants & scatter plots in evaluating balance & metric priorities
CSAT vs QA
CSAT vs AHT
Identifying Probable Root Causes
Brainstorming using Affinity Diagrams
The linear 5 Whys and why it won’t
Categories & Ishikawa Diagrams
Symptom vs. Cause
Mid-Course Fun Prework& practice presentations
Go to next page
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Curves are normal Creating histograms & bell curves: When to use and when to throw away
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20
analyzing findings
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Calibrate ExcaliburateSimple variance analysis in QA
COURSE FLOW
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Fault Trees and Mapping the Garden of Eden Using Fault Tree Analysis to process map effects to causes
24
Measuring Your RCA Combining qualitative categories with probabilities using simple FMEA
25
Associating & Relating Validating your root causes to effects using correlation analysis

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customer experience is not about treatments, it’s about journeys.
DAY 3
framingsolutions
You don’t walk, you glide Finding out the contribution of your action plans to the metrics using Glide Path Analysis
Braving bottlenecks. Refining your action plan without breaking it all together.
25
monitoring solutions
summary learning
Mapping action routes Identifying probable action items through maps & simplified Gantt charts
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27
Commit to the action Formalizing your action plans, deployment and monitoring vigilance
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29
History repeats itself Charting historical performance with current interventions
COURSE FLOW*
Control & Manage. Using simple process control charts to see if you are performing as promised.
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creating & presenting your group case
COURSESKILL GOALS
Acquire meaningful practice of structured problem solving
Enable strong foundation for data analysis & charting skills
Apply an enriched understanding of BPO metric management
*We can customize the workshop exercises for HR & L&OD practitioners, non- voice operations and back office operations

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there is such a thing as positive process variation. it’s called creativity.
LEARNING INVESTMENT & RATES
EngagementType
(by Venue& Inclusions)
Standard Inclusions
ClassSize
StandardRates*
Payment Terms*
IN-HOUSE FACILITATION
-Client site
-Room scheduling, desktop computer management & LCD projector c/o client
-Food & refreshments for learners (optional c/o client-companies)
Profiling Assessment & Needs Analysis Survey for participants
Soft copy of learning materials including Excel templates
Minimumof 15 participants & Maximum of 20
Complimentary participant seat for 1 learner within OE group
150,000 Php(15 pax@ 10,000 Phpperlearner)
40% atcontract signing, balance of 60% payable at training completion.
Payable through bank deposit or manager’s check.
OFF-SITE FACILITATION
-Venue-managed by learningprovider
-Laptop provisions c/o participants
-Food & refreshments (billed to client-company)
Profiling Assessment & Needs Analysis Survey for participants
Printed copy of learning materials + CD soft copy of Excel templates
Fixed Class Size of 18 participants
Complimentary participant seat for 2 learners within OE group
60% atcontract signing, or at least 10 days before event, balance of 40% payable at training completion.
Payable through bank deposit or manager’s check
* Standard rates apply for single course runs. Contract us for multiple runs & we’ll tailor for you a more equitable investment. Let us know what your cap costs are as well, so we can customize our rates for you. We’ll always consult you before we invoice.

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standards need to evolve, else it’s like painting yourself to a corner.
INVESTMENT COMPARISONS
Learning Provider
Delivery Method
ClassSize / Duration
Targeted Audience
Course Coverage
FacilitatorExpertise
Project / Apprentice Certification
StandardRates
Neville Clarke
Facilitator-LedClassroom Training at client facility
Minof 15, Max at 20 / 3 days
Manufacturing
Problem Solving Tools & Techniques / 7QC Tools
(Concept-based)
Manufacturing
None
120,000Php(Fixed)
TeleDevelopment
Facilitator-led classroom trainingat TDS facililty
Minof 15, Max at 20 / 2 days
Mixed
Six SigmaFoundations
LEAN Methodology
Overview of Statistics
MiniTab
Manufacturing & Services
interactive cases + written exams, YBcertification type
340,000 Php(17kper paxat 20 pax)
iAcademy
Facilitator-led classroom trainingat iAcademyfacililty
Minof 15, Max at 20 / 1 day
Mixed
Six SigmaFoundations
Manufacturing & Services
None
200,000Php(10kper paxat 20 pax)
MindGearsConsulting
Facilitator-led workshops at client-facility
Min of 15, Max of 20 / 3 days
Targeted based on participant profile
SixSigma DMAIC
Problem Solving Tools
Data Analysis
Call Center Metrics
MS Excel BI + DAX
BPO, Financial Services, Support Services
YB certification type with live project presentation
180,000 Php(9,000 per paxat 20 pax)

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NEXT STEPS | Engagement Process
strive to do the right thing, instead of doing things right.
Our service starts with a conversation. We present our prospectus & let’s discuss how we can tailor our content to your needs
Proposal sign-off & contract signing. We provide you with a quote & then send off an official contract with an NDA provision for you to feel secure
Capability Assessment. We work with you to design a customized TNA. It helps us to pace & specify workshops for effective learning delivery.
Guided Certification. We’ll invite some leaders to witness the group case. It allows them to gain insight & take pride in developing their own.
Post Reviews & Beyond. We’ll schedule with you a review session to know where we can improve, and gauge your satisfaction to our service. We’ll also share insights on how the learners can create Kaizen events to apply their case studies real-time.
starter talks
service sign-up
learner profiling
workshop sessions
post-review

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OUR VALUE PROPOSITION
We’re experts in our field with over 20 years of experience in Learning, OD, QA, Business Intelligence & Operational Excellence
More than 15 years within the BPO practice
Learning and Analytics tailored specifically for your needs
Simplified, meaningful and rich approach to data analysis & Six Sigma learning
You can adopt our methodology, expand our model using our advisory services
Investment value: we go beyond what is offered in the market at competitive & negotiable rates
our advantage
Context-minded, content enriched
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Foundational yet progressive
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Value for your investment
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Learner-oriented, customer-centric
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Meaningful& Readily Applicable
1
learning is like driving a car. we enable but only you can drive it.

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OUR SERVICE CATALOGUE
As Emergent Customer Analytics Advisory Partner
We provide decision sciences support through tailored project engagements that cater to customer-centric service industries.
Customer Experience Lifecycle Mapping
Buyer Demographics Analysis
Customer Effort & Resolution Intelligence
Customer Loyalty & CSAT Measures
Social Media Audience Analytics
As HR Intelligence Support Provider
Our HR Insight Services is a highly tailored engagement that supplements your OD endeavors.
Predictive Best-In-Class Hiring & Profiling
Competency Mapping and Skills Design
Attrition-Retention Analysis
Employee Engagement /eSATAnalysis
As People-to-Process Learning Advocacy Firm
Our learning services are workshop-driven courses that cater to service-oriented industries across HR, WFM/BI, Six Sigma and BPO-KPO Fundamentals..
HR & OD Intelligence Workshops
Six Sigma Certification Courses (YB, GB & BB)
WFM / BI Learning Series
Process Configuration & Mapping
LEAN & Kaizen Measurement Techniques
Contact Center Business Foundations Series
wear who you are like a badge & be your own brand.

MINDGEARS CONSULTING
insight-driven solutions. creative learning.
CONTACT US
Email: teki.repalda@mindgearsph.net
marge.staana@mindgearsph.net
Website: http://www.mindgearsconsulting.com
http://www.mindgearsph.net
Teki AbaryRepalda
Senior Consulting Partner & Six Sigma Master Black Belt
Marge StaAna
Managing Partner & Workplace Learning Strategist

Six Sigma Yellow Belt Program | Learning Meaningfully

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