Page 17 - SPiCE Magazine 2019_draft

16 The SPiCE Magazine • September 2019 The SPiCE Magazine • September 2019 17

Customer centricity

Transforming the Business Through

Process Excellence (PEX)

By Karthik Dharmalingam, AVP, Process Excellence India

With the exponential shift in customer expectations, We developed an indigenous process excellence frame-
companies have adopted different approaches to work – the 3D Framework - which focuses on solving
improve service quality over the last few decades. business problems in a systematic way by leveraging
Lean Six Sigma, BPMN, harmonization, BPR, and others.
There are various approaches exist to improve quality
The framework is divided into three stages: Stage 1
and efficiency, including Lean Six Sigma (LSS), Business
(Define) where we conduct requirement analysis;
Process Modelling & Notation (BPMN), Business Process
Stage 2 (Develop) where we engage in process design
Improvement (BPI), Business Process Reengineering
and optimization; and Stage 3 where we validate, pilot HIGH
(BPR), and more. All these methodologies have one
and implement a new process. PERFORMANCE
thing in common: process.
TEAM
PEX takes baby steps towards penetrating the system.
A process is an activity which has a There are efficiency improvement and Business Process Build team with STRATEGIC
right attitude,
mindset and the
defined start point and end point, and Reengineering projects which are ongoing for a few key TRANSFORMATION right competencies. PLANNING
Align and link
Automate processes for
performing the sequence of steps would accounts across India and Philippines. In the coming business transformation. the business strategy
result in tangible/intangible outcomes. months, we would be focusing more on institutionalizing and execution.
the continuous improvement DNA across the organiza-
Led by AVP for Quality Marge Magno, Process Excellence tion through various training and workshops. Recently,
or PEX is dedicated to transforming the steps between we completed Phase 1 of the Idea Generation workshop PERFORMANCE
IDEATION MANAGEMENT
the start and end points to help improve the overall in India and the Philippines, where process improvement CUSTOMER
Conduct idea generation
process efficiency & efficacy. Focus areas include ex- ideas by participants across different functions - workshop across levels to FOCUS Translate the strategic
cellence audits, ideation, transformation, training and Operations, Quality, AI, TSG, and others – brimmed. collect project initiatives into
improvement ideas. measureable objectives
up-skilling, reducing COPQ, performance management, and goals.
Through the PEX framework, we do not work to trans-
and strategic planning. These are geared towards
form the process alone, but instead strive to enable
increasing productivity levels, reducing process variation, EXELLENCE
everyone in SPi Global to approach a business problem in
improving customer experience, and ensuring business AUDIT TRAINING & COPQ
a structured way by applying the said framework. That’s
transformation, among others. Identify production UPSKILLING Identify and reduce
why PEX is more than a mere process improvement
process Equip employees costs due to poor quality.
In a nutshell, PEX enhances the way our business creates function that handles only Six Sigma projects or LEAN maturity levels. with Lean Six Sigma
and delivers value to customers. projects. It’s about learning to solve the problem, change training and other
problem solving
management, performance improvement, and methodologies
SPi Global’s focus on people and technology, as the two and tools.
management of workplace culture by instilling
pillars of strength for four decades, has made us the top
continuous improvement across the organization.
global content technology company in the world. The PEX
team looks at and implements the best ways to align Stay tuned for more initiatives from the
people and technology for improved overall processes Process Excellence team. You may reach out to us Business Results Achieved
to take business performance to the next level. via SPiProcessExcellence@spi-global.com.