project proposal february, 2012 kryterion. background kryterion intends to expand its world-class...
TRANSCRIPT
Background• Kryterion intends to expand its world-class online proctoring service into new
markets including Distance Education:– New customers– New proctoring services
• Expanding into these markets will requires significant changes to the current system:– “Opening” system to other Test Delivery Systems– Securing the system– Process changes
• Challenges to IT team:– New, untested IT team– History of difficulties achieving business goals– Lack of business acumen/alignment to business strategy
Kryterion’s Expanding Business Will Bring New Challenges To The Management And Delivery Of Proctoring Services
Immediate NeedsTo meet the company’s demands, the Online Proctoring Center (OLP) will
have significant changes in technology, personnel and processes
DE Clients – make system changes
quickly
Develop an effective IT team
Align IT with Business Strategy
Proposal / Approach• Small Process Improvement Project:
– ~ 3 months– Small OLP team– Julie lead– Jim Anderson guide, train & facilitate
• Objective: Introduce PI tools/concepts to OLP ID & implement improvement opportunity(ies) Positive ROI - 10-20% improvement (cost reduction) in select area Link to system requirements (right metrics to track & trend performance, ID,
diagnose and correct performance problems, and to establish performance goals and assign accountability for achieving those goals)
Process Improvement
Call Center System
New OLP System• Improved Processes• Basic Process Improvement Knowledge
• Metrics• Intro to Call Ctr Mgt.
e.g. Avg. Speed Ans. (ASA), First Cont. Res.
(FSR)
e.g. Pre-Launch problems, Technician
Best Practices
Examples of Tools
Project Charter
Primary Metric Chart
SIPOC
Pareto Chart
Cause & Effect DiagramIdentify, scope,
describe, measure and value project.
How to measure the primary metric for a
project – indicting UCL & LCL.
Process scoping – identification of
Suppliers, Inputs, Process, Outputs &
Customers.
Tool to help think through the causes and effects on the
process.
Identification of “critical few” root-causes to improve
process.
Through this project I would provide light training and application of select Lean Six Sigma tools to improve the process. Examples of the tools that may be appropriate for this project are listed below. Actual tools used will vary based on specific project needs.
Cost/Benefit
Cost:• 45 – 60 days over 3-4 months• @ $100/Hr
Approx $50K – one time
Benefit:• 2 Tech Support staff• Approx. $60K/Yr• Reduction or capacity increase• Prepare for Call Ctr. Management• Proactively measure/manage function
Approx. $60K - annually
ROI:• Payback within 1st year• 260% ROI over 3 years
(($60*3 years)-$50)/$50 = 260%
Breakeven Year 1, Significant ROI Going Forward