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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.

Six Sigma

Six Sigma is a set of tools and data-driven techniques that work to improve business processes. A common solution in project management, Six Sigma (sometimes referred to as “Operational Excellence,” “Zero Defects,” and “Customer Perfection”) increases performance by analyzing process data to remove defects and reduce the likelihood of errors. Typically, Six Sigma uses two sub-methods to weed out issues, fix the process, and ensure ongoing optimization:

– DMAIC (define, measure, analyze, improve, control), which looks to improve specifications within the process over time.
– DMADV (define, measure, analyze, design, verify), which creates entirely new processes to replace broken ones.

Not only does Six Sigma result in process improvement, it does so in an unbiased way. All processes in business have quantifiable characteristics, and statistical analysis can identify issues within those processes. By studying the process in an analytical way, it removes the possibility for human error or guesswork and instead lets the data speak for itself. Backed by this data, business leaders are able to choose the best course of action as outlined by the above sub-methods. By removing any defects, businesses will see reduced costs, more efficient work, higher-quality delivery, and happier employees and customers.

When efficiencies and effectiveness meet, higher CSAT is the result. Read the white paper to see how SYKES transformed a major financial partner’s business processes.