Six-Sigma Yellow Training Experience

After being impacted by a reduction of the workforce, I went to work for McKesson as a Network/Desktop Support Manager. I was responsible for managing the day to day operations for a twenty-four-hour support center supporting hospitals with computer and network related issues. I learned how to perform forecasting models based on historical data of contact volumes. Utilizing these models, allowed me to create scheduling which covered forecasted volumes with the exact number of staff members ultimately increasing employee utilization and decreasing overall staffing costs. I complete my Six Sigma Yellow Belt training and began to work on projects and work streams. Six Sigma is data-driven approach and methodology for eliminating defects and is a great tool that can look at a process and come up with a plan to improve so that waste and cost are reduced. I …show more content…
Moving into this role moved me to a leader now responsible for the overall operations and service deliveries of our contracted outsourced vendors and as well as customer account management. I am responsible for facilitating formal meetings with our vendors twice a week to discuss actual performance result compared to goal, forecasting/scheduling constraints, impacts to service, and holding them accountable for any deliverables. Every month I facility meetings with each of our customers with an audience of analysts, directors, chief information officers, and other to discuss our monthly service performance (actuals vs. goals). If there are concerns I provide documented action plans of the corrective actions that we have put in place and the monitoring requirements going forward until resolved. I also present an overall performance of my centers to my direct peers, directors, and vice president providing a holistic view of the health of the business at any critical actions or improvements that are in