Lean Six Sigma Deployment in Business Process Outsourcing Industry in the Philippines

Abstract

The paper determined the maturity level of Lean Six Sigma deployment in the BPO industry in the Philippines in terms of these aspects: strategy, projects, resources, training, and culture, as a basis to establish an industry-wide baseline so that the International Business Process Association Philippines (IBPAP) can craft a roadmap to a more solid implementation of Lean Six Sigma in the BPO space. A total of 368 professionals (from middle to top management levels) across different BPO organizations were surveyed. The BPO industry in the Philippines is at Initial Results level on strategy, projects, resources and training while culture is at Demonstrating Success level. Lean Six Sigma deployment must be aligned with the execution of the corporate strategy. It must be integral to the culture of the business, which means that there is nearly 100% awareness and strong, favorable opinion of the program. Invest in Lean Six Sigma training and resources. Include Lean Six Sigma cost savings in management goals and review.  Top management and all the leaders must communicate its importance. Drive Lean Six Sigma projects. Recognize and support employee participation in the program.