Patrick
Botz
Vice President of Marketing
VPI Corp.
Webinar
Overview:
In the search for increasing shareholder value,
lowering costs and
increasing market share, organizations have begun to demonstrate
greater
efficiencies and improved performance in the newly defined
global economy.
Re-engineered processes have and innovative programs like
Lean Six Sigma
have heightened the ability of organizations to successfully
capitalize on
the value of the companyès assets in significant ways.
Yet, in the midst of
all these performance improvement programs and initiatives
most managers
agree that the single greatest asset of the organization
- the contact
centre is being underutilized.
The fundamental shift is in the metrics that show key areas of
improvement
or key areas of strength within the organization. Within the myriad
of
metrics available today, which is relevant to a particular organization
within a particular industry varies depending on the leadership
of that
particular organization. What may be the next new flavour of the
week,
month or quarter depends on whom you speak with.
In this seminar,
Mohan will describe a process of identifying the relevant
metrics
for your particular organization which yields the results that
matter
- both to internal and external stakeholders.
He will show you how
to create a
scorecard that quickly allows you visibility into your operations
using
effective Lean Six Sigma techniques.
Who Should
Attend?
This 2 hr webinar is directed to anyone who is in a Leadership capacity(Directors,
Managers, Team Managers, Team Leaders, Supervisors, etc) .
It will
also be beneficial to all QA Associates.
Course Leader:
Mohan
N. Nair MBA,
Lean Six Sigma Black Belt
Mohan
has been involved with the services industry for the past 15
years with cutting edge and innovative companies like Microsoft
Canada, United Parcel Service and the Canadian Imperial Bank
of Commerce (CIBC). He was most recently the Director of Customer
Delight Programs at Lenovo Services Asia Pacific. Prior to
that, he was the VP of Shared Services for HSBC Global Resourcing
located in Asia.
Mohan is a graduate
from the University of Southern Queensland and holds a Master
of Business Administration. He is a Certified Lean Six Sigma
Black Belt holder and is passionate about continuous improvement
and innovation strategies within contact centres using human
capital and technology as key levers in the new economy.
He has delivered keynote
speeches to audiences on the unique strengths and benefits of
contact centres within an organization. His key messages touch
on the knowledge and understanding of the three pillars of services;
people, processes and technology.
