Improving the Productivity of a Service Team

TheIT-BPO organization Six Sigma project has trend down utilization metric to 150% and saved the equivalent of more than 10 full-time employees--The manufacturing and transactional worlds have long used productivity as a measure of efficiency. Traditionally, a productivity metric has been used for assessing return on investment on machinery to measure the contributions of team members. In the growing service economy where human resources are the biggest driver of costs in the organization, management teams want to get the maximum return from their employees but the "machinery" is not as easily measured. In this DMAIC (Define, Measure, Analyze, Improve, Control) case study, a project was performed to maximize productivity for a business process management (BPM) application support team. An IT-BPO (information technology-business process outsourcing) organization provided application support services to its global customers. A particular BPM application support team served 16 customer