LEAN PRINCIPLES AND APPLICATION IN BPO covers the theory of Lean Management principles and discusses their application in BPO environment. Over the last two decades, Lean principles have been widely used in manufacturing industry to eliminate waste, reduce cycle time and improve customer satisfaction. BPO companies can also immensely benefit from deployment of Lean. However, Lean implementation needs to be tailored significantly in a BPO setting to produce the desired result. This book discusses both strategic and operational aspects of Lean Implementation with actual examples drawn from real life implementation in multiple BPO companies. The authors have led Lean implementation in leading IT and ITES organizations in India and abroad. In this book, they have shared their insights on how to apply Lean principles effectively in BPO companies to maximize the benefits. The book is intended to be a guide for executives and Quality professionals engaged in Lean deployment in IT, ITES and other industries.
Asoke Das Sarma.: Vice President Transformation, TCS BPO Services Rupesh Lochan.: Associate Vice President, TCS Limited
Foreword / Contents / Introduction / BPO Industry: Past and the Future / An Introduction to Lean / Lean Application in BPO Industry / Focus of Lean - Elimination of Waste / Value Stream Mapping / Lean Tools / Lean - Approach for Deployment / Conclusion / Glossary / Further Readings / Index.