I just got back from a second trip to the west coast in a week. This time, it was the SSPA conference in Santa Clara. Didn’t get to stay the entire conference as I had meetings with clients and prospects, but there were a couple of interesting sessions.

One talk was by Geetha Panda, worldwide head of service delivery excellence at HP, based out of Bangalore. It was an interesting session, focusing on how they managed what they had control over ‘inputs’ rather than the ‘outputs’ (customer satisfaction etc.) A very six sigma approach, but one that seems to have paid off for The HP team.

Interestingly I haven’t found many managers of low-volume, high complexity support centers that have much use for the six sigma approach. I think there is a lot that both ’sides’ can learn from each other, but I’ll leave that alone for another time.

Posted in: Conferences, Managing Support, Technical Support