Page 16 - SPiCE Magazine (September 2019)

16 The SPiCE Magazine • From the Operations Floor: Excellence @ 40 The SPiCE Magazine • From the Operations Floor: Excellence @ 40 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. FRAMEWORK
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 Re-engineering
and optimization; and Stage 3 where we validate, pilot
(BPR), and more. All these methodologies have one
and implement a new process.
thing in common: process.
HIGH
PEX takes baby steps towards penetrating the system.
A process is an activity which has a defined PERFORMANCE
There are efficiency improvement and Business Process TEAM
start point and endpoint, and performing the
Re-engineering projects which are ongoing for a few Build team with
sequence of steps would result in tangible/in- STRATEGIC
key accounts across India and Philippines. In the coming TRANSFORMATION right attitude, PLANNING
tangible outcomes. mindset and the
months, we would be focusing more on institutionalizing right competencies. Align and link
Automate processes for
Led by AVP for Quality Marge Magno, Process Excellence the continuous improvement DNA across the organiza- business transformation. the business strategy
and execution.
or PEX is dedicated to transforming the steps between tion through various trainings and workshops. Recently,
the start and endpoints to help improve the overall we completed Phase 1 of the Idea Generation workshop
process efficiency & efficacy. Focus areas include ex- in India and the Philippines, where process improvement
PERFORMANCE
cellence audits, ideation, transformation, training and ideas by participants across different functions - IDEATION CUSTOMER MANAGEMENT
up-skilling, reducing COPQ, performance management, Operations, Quality, AI, TSG, and others – brimmed. Conduct idea generation
workshop across levels to FOCUS Translate the strategic
and strategic planning. These are geared towards initiatives into
Through the PEX framework, we do not work to trans- collect project measurable objectives
increasing productivity levels, reducing process variation, improvement ideas.
form the process alone, but instead strive to enable and goals.
improving customer experience, and ensuring business
everyone in SPi Global to approach a business problem in
transformation, among others.
a structured way by applying the said framework. That’s EXELLENCE

In a nutshell, PEX enhances the way our business creates why PEX is more than a mere process improvement AUDIT TRAINING & COPQ
and delivers value to customers. function that handles only Six Sigma projects or LEAN Identify production UPSKILLING Identify and reduce
process costs due to poor quality.
projects. It’s about learning to solve the problem, change maturity levels. Equip employees
SPi Global’s focus on people and technology, as the two with Lean Six Sigma
management, performance improvement, and training and other
pillars of strength for four decades, has made us the top problem solving
management of workplace culture by instilling
global content technology company in the world. The PEX methodologies
continuous improvement across the organization. and tools.
team looks at and implements the best ways to align
people and technology for improved overall processes Stay tuned for more initiatives from the
to take business performance to the next level. Process Excellence team. You may reach out to us
Business Results Achieved
via SPiProcessExcellence@spi-global.com.