Pre-Sale Process Optimization for Improved Efficiency Using Six Sigma Tools

Abstract

Six Sigma is a set of business practices to systematically improve processes by eliminating defects. It drives customer satisfaction and bottom-line results by reducing variation and wasteful activities which in turn improves a firm’s competitive standing. The process or a set of activities normally carried out before a customer is acquired should be effective and efficient to generate new enquires and develop a strong cliental. This process is often referred to as Pre-Sales. The Pre-Sales team acts as an initial bridge for communication between the customer and the organization. It is an effective pre sales team and their capability to meet the requirements that would reflect the organizations service level. With increase feedback about poor response time, it was important that the organization had to dig down the root cause and try eliminating waste looking for alternative ways for a speedy process. The major objective of the study was to understand this process and to determine the causes for the delay in response time. With the help of both client evaluation and Pre Sales Team evaluation questionnaires; we were able to understand the problems and the internal procedure that currently exists. For more detailed and descriptive overviews, interviews with the Division managers and team Heads were conducted. With the analysis undertaken it was evident that improvement was required in the current process .Findings and recommendations were given to reduce the gap in the existing system and to fasten the quotation cycle time. However these have not yet been implemented as it is requires time and strategic decisions to be made with the involvement of the management.
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