A recent white paper from Genesys (News - Alert) Telecommunications Labs titled “Human Capital Asset Management and Workforce Optimization: Applying Techniques of Six Sigma” presents an approach to improving employee productivity by applying techniques to the area of workforce optimization originally derived from process manufacturing – “the methodology of one of the most popular of these business management strategy approaches, called Six Sigma.”
Developed by Motorola (News - Alert) in 1981, Six Sigma originated as a set of practices designed to improve manufacturing processes and eliminate manufacturing defects, but has been applied to a wide range of other business processes since then. Its cardinal principles are that manufacturing and business processes have characteristics that can be measured, analyzed, improved upon, and controlled, and that achieving sustained quality improvement requires a top-down, and corporate-wide, commitment.
The paper looks at how this approach can work for human capital asset management. One methodology outlined by the paper includes such steps as define the problem, measure key aspects of the current process, analyze the data to verify cause-and-effect relationships, improve the current process by eliminating identified flaws or defects in the process and control the future process to ensure that any deviations from your target are corrected before they impact your goal.
It does emphasize that organizations seeking to use Six Sigma techniques for workforce optimization need to commit their full support as well, ensuring access to the right tools to help facilitate the process and accomplish the goal. It looks at the importance of software tools for defining problems, or “defects,” that impact workforce performance, helping the organization measure employee performance and analyzing the performance to understand the issues hindering achievement or execution, among other tasks.
The Genesys Workforce Optimization software suite itself is based upon a five-step employee effectiveness model designed to help companies contain costs and achieve growth objectives while improving employee satisfaction, with such features as tools they need to effectively plan, schedule, and track the right staff across all interaction channels and workload, track skill development in a centralized way by triggering updates in real time and deliver the most relevant information in real time to managers responsible for employee performance in a concise and timely way to better understand and align the customer experience with business objectives.
In addition, the Genesys Training Manager, when coupled with Genesys Workforce Management, is designed to improve performance with the scheduling of specific training (eLearning or classroom) to the right employee at the right time to close the gaps analyzed.
Click here to read the white paper in full.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Jennifer Russell