project proposal february, 2012 kryterion. background kryterion provides world class online...
TRANSCRIPT
Project Proposal
February, 2012
KRYTERION
Background• Kryterion provides world class online Proctoring services through its proprietary
software:– WebAssessor Test Delivery System (TDS)– Sentential desktop software– OLP Online Proctoring software
• Kryterion intends to expand its markets to include additional clients that use 3rd party TDS software
• Expanding these markets will result in significant changes and demands to the Proctoring center:– Increase in volume of Test Takers– Different levels of Proctoring demanded by new clients– Test Takers in different locations, using different equipment– Proctors remote to the Proctoring center– Etc.
• New Software:– To support these needs Kryterion is working on a new version of its software to accommodate 3rd
party TDS software and to support the anticipated needs of the Proctoring center.– PDS has been assisting Kryterion in this effort by providing technical resources (staff augmentation)
Kryterion’s Expanding Business Will Bring New Challenges To The Management And Delivery Of Proctoring Services
OLP Center NeedsTo meet the company’s demands, the Online Proctoring Center (OLP) will
have significant changes in technology, personnel and processes
• New and/or improved processes:— To support remote staff— To handle increased volume— To work with 3rd party TDS software
• Cost Reduction:— Constant pressure to reduce operating cost— Process efficiencies— Defect elimination
• Information needs:— Identify, capture and report on the right performance metrics— To proactively manage function— Consistent with system/reporting capability
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
Next Steps
• Approve Proposal– Either contact Rebecca at (814) 574-5732– Or Jim Anderson at (973) 809-3245
• Review & refine with OLP Management• Launch Project with OLP