Six Sigma Training
OUTLINING PROCESSES IMPLEMENTED ‐ SIX SIGMA PROJECTS S‐HTM‐TECH SUPPORT OF HCL TECHNOLOGIES
HCL
Outlining processes implemented through the following Six Sigma projects for IS‐HTM‐ Tech Support of HCL Technologies IS‐HTM‐Tech Support project: BEA‐WLS‐Support Six Sigma projects • • • Improving Org Learning Compliance Reducing Resolution time Streamlining Leave Management System
An overview of BEA‐WLS‐Support BEA Systems, Inc. is a world leader in enterprise infrastructure software. Customers rely on market‐leading BEA AquaLogic®, WebLogic®, and Tuxedo® product families to reduce IT complexity and leverage existing resources, while improving cost structures and growing new revenue streams with new services. BEA Customer Support offers a suite of solutions for both standard and mission‐critical environments that ranges from periodic checkups and regular maintenance to critical care. By providing flexibility and better productivity, BEA Customer Support provides its customers’ vital systems with key proactive and reactive solutions for availability and efficiency At IS‐HTM‐Tech Support (GHS, Bangalore) of HCL Technologies we manage Frontline BEA Global Customer Support known as India Support center (ISC) for the following products: • BEA WebLogic Server • BEA Workshop • BEA JRockit Development Relations Engineers (DRE), Frontline Support Managers (FL Manager) & Duty Managers (DM) constitute the FL team. This team works in coordination with the regional FL, BL (Backline), CCE (Customer Centric Engineering), Sales and SAM (Support account management). FL team offers technical support through case handling process. Customer satisfaction scores are based on the surveys conducted by a third party on randomly picked samples of cases closed in a week (Mon to Sun). Rating is spread over 1 (Dissatisfied) to 5 (Extremely satisfied). ISC divided into 3 customer regions have different deliverable targets for this metric. Moreover billing is volume & outcome based. 1
HCL
Outlining processes implemented through the following Six Sigma projects for IS‐HTM‐ Tech Support of HCL Technologies IS‐HTM‐Tech Support project: BEA‐WLS‐Support Six Sigma projects • • • Improving Org Learning Compliance Reducing Resolution time Streamlining Leave Management System
An overview of BEA‐WLS‐Support BEA Systems, Inc. is a world leader in enterprise infrastructure software. Customers rely on market‐leading BEA AquaLogic®, WebLogic®, and Tuxedo® product families to reduce IT complexity and leverage existing resources, while improving cost structures and growing new revenue streams with new services. BEA Customer Support offers a suite of solutions for both standard and mission‐critical environments that ranges from periodic checkups and regular maintenance to critical care. By providing flexibility and better productivity, BEA Customer Support provides its customers’ vital systems with key proactive and reactive solutions for availability and efficiency At IS‐HTM‐Tech Support (GHS, Bangalore) of HCL Technologies we manage Frontline BEA Global Customer Support known as India Support center (ISC) for the following products: • BEA WebLogic Server • BEA Workshop • BEA JRockit Development Relations Engineers (DRE), Frontline Support Managers (FL Manager) & Duty Managers (DM) constitute the FL team. This team works in coordination with the regional FL, BL (Backline), CCE (Customer Centric Engineering), Sales and SAM (Support account management). FL team offers technical support through case handling process. Customer satisfaction scores are based on the surveys conducted by a third party on randomly picked samples of cases closed in a week (Mon to Sun). Rating is spread over 1 (Dissatisfied) to 5 (Extremely satisfied). ISC divided into 3 customer regions have different deliverable targets for this metric. Moreover billing is volume & outcome based. 1