MT India Digest - http://groups.yahoo.com/group/MTID
Moderated MT Discussion List, Since 1999
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Moderated by: Published by:
Amit Chatterjee, SM MT India
amit@... www.MTIndia.org

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Mar 08, 2003 Digest #100
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.....IN THIS DIGEST.....

=============NEW=================

-=Hundredth Edition!=-

~Maj (Dr.) Amit Chatterjee, SM
"That's a century!!"

-=Six Sigma Initiative=-

~T.P. Prabhakaran
"The significant experience that we gained was our ability to
prioritize the work between the high volume and low volume
customers"

===========CONTINUING============

-=Government "Help"=-

~Rajesh Ragupathy
"The sword of quality has cut down the unaware and left behind the
tough ones, exposing the reality."

~Kunal Jain
"State govt can launch Diploma courses with the help of the
Industry in local Colleges and University"

=MT salaries and perks!=-

~Sureshkumar Purushothaman
"We can't have our cake and eat it too"

*****************************************************
Dear friends,

This list was started in June 1999, as an offshoot of the
www.mtindia.org website. It took us about four years and over four
thousand members to reach this centenary edition!

Networking is as old as time. Inherent is the idea that we need not
do everything ourselves and re-invent the wheel over and again. We
can all mutually benefit from the experiences and knowledge of
others. It is not a new practice to any of us. We network all the
time. The question is, "how far do you want to go with it?"

My own success in business has come to me largely through
networking and the good cooperation of other people, although, like
the cobbler's son who had no shoes, I sometimes fail to follow my
own advice. When I started my business I thought I was a genius.
After all, I had the education and degrees! I then proceeded to do
every bone-headed thing imaginable, wasting precious resources of
time and money until I began to practice what I preached and
reached out to others who were already successful in my field.

And I got the help that I needed because the number one topic of
conversation that most people enjoy is themselves. And when people
talk about themselves, they like to talk about their successes,
don't they? :)

I learned how to market and promote my business and how to
manage it effectively as well. Through the generous help of others,
I stopped spinning my wheels learning the errors that others had
already learned. I now spend a good amount of my time helping
newbies to succeed sharing the information that I have received,
adding to my own successes.

And that is the essence of networking because networking is not a
selfish technique, just drawing from the well. It is consistently
helping to fill the well. Not only taking but giving back. The more
help you offer others, the more you get in return.

Over the years, I have established many, many relationships with
MT India members. Relationships that resulted in new accounts
for Mediweb. Relationships that resulted in speaking engagements.
Relationships that resulted in friendships I will value for the
rest of my life. Relationships that resulted in the ability to have
a beer with an MTIDer anywhere in the world. The MTIndia community
made Mediweb -- and it has been the main driving force in the
success that I have enjoyed with my modest IT endeavors.

Communities work because people help each other. They work because
each member learns from other members. They work because of the
constant interaction, flow and development of ideas. Community
building, I believe, is the single best way to conduct business on
the Net!

This digest is a prime example of multiplying with networking! I
hope you all benefit, and contribute in turn. And unlike our
cricketers, let us do away with the rash shots, now that we have
hit a century.

Forward... there are some serious threads below!

Your Striving Moderator,

Amit Chatterjee, SM
Comment? mailto:MTID@yahoogroups.com?Subject=That's-a-century!!

++++ new post - different topic ++++
From: T.P. Prabhakaran
Subject: Six Sigma Initiative - Our Experience

Hi Amit and all,

The initiative to consistently deliver on time and maintain
quality, started sometime in April 2002. One of our customers
indicated that they are employing a person exclusively for
coordinating with the transcripts. The jobs was to pull down the
files, have them printed, distribute to various physicians, take
out their corrections and incorporate it or let us know and finally
have it filed in the respective medical records. One can notice
that any delay from our side could result the whole cycle and that
was a common feature. The customer was not willing to bear the cost
of idle time of such person deployed. Indirectly, I felt that we
might loose the client in case we don't set right this problem.

We were scouting for a cost effective solution and explore with few
institutes of repute but found that the cost of it prohibitive.
However, we were also approached at the same time by a consultant
from Bombay, with a different model in solving such problems
vis-à-vis being cost effective. Thus, our journey began on Six
Sigma sometime in July 2002.

The various steps on how we went about initiating this exercise, as
well as our achievements are best illustrated in the story that was
published (http://www.isixsigma.com/library/content/c030203a.asp ).
However, I would like to part with some of the experiences that
were not part of the story: -

a) Initially, the concept was thrust upon on our staff members.
Although, we formed a core group on initiating this exercise, many
felt that this is a wasteful exercise and money down the drain. The
main reasoning was that we were doing well and the delays occurred
only on the peak volume days and not a regular feature whereas, I
was letting them know that we need to change when the going is good
rather than wait for the worst to happen. It was explained that
productivity improvements would help us work smarter than working
longer hours. It was told that the primary objective was to reduce
fatigue arising out of work.

b) The sessions with our consultant in the initial stages were
painstakingly long and tested our patience. Some went to the
extent of remarking that a total outsider to the industry can never
suggest measure to improve the process.

c) I realized that I had to take control of the situations. I spent
longer hours with the core group suggesting those ways and means
for improving the processes. I had to counsel every member who was
involved and counseled them on the problems that they encountered.
This paid rich dividends and the mind set changed. They were able
to see the results and thus started giving their best thereafter.

d) The significant experience that we gained was our ability to
prioritize the work between the high volume and low volume
customers, different time zones in the United States, formation of
groups to address different customer expectations, and above all
fixing responsibilities at the group level and made them
accountable for the deliverables.

e) We are also gradually shifting from our way of working, from "we
think" to "the data shows" attitude, thereby forcing everybody to
be specific about the thinking process.

f) Six Sigma through TQM has helped us arrive at various
measurement tools viz., arrival pattern and its variability, time
taken to transcribe or proof-read various classification of
physicians, manpower deployment in various shifts etc., these have
helped us to smoothen the operations and plan accordingly. We were
able to incorporate these into our workflow automation module and
generate reports periodically.

g) Last but not the least, one of our customers' expectations went
high as a result of our consistency in our delivery before the
deadline. We were questioned for a delay of about 15 minutes on one
day against early uploads on all occasions after the introduction
of this exercise. This goes to prove that customer expectations
always go up the moment standards are achieved. Our volume of work
has substantially increased since the time we began this exercise
but we have not faltered on delivering before the target time.

Best,

T.P. Prabhakaran
CEO
Pradot Technologies Private Limited
Comment? mailto:MTID@yahoogroups.com?Subject=Six-Sigma-Initiative

[MODERATOR COMMENT]

Dear Prabhakaran,

It is nice to have MTSOs discussing quality control techniques at
this forum for the benefit of all. I invite all to share successful
quality control methodologies they have implemented in their own
units.

Let us nurture this thread and keep the "source code" open, as a
step towards embracing best practices.

Regards,

Amit C.
www.MTIndia.org
Comment? mailto:MTID@yahoogroups.com?Subject=Six-Sigma-Initiative

===========CONTINUING============
From: Rajesh Ragupathy
Subject: Government "Help"

Dear Amit & MTIDers!

The day of realization has finally dawned.It is heartening to know
that the MT industry is in the stage of revival. The "quality
conscious" who have worked very hard to prove the credibility of
the Indian MT industry have finally succeeded. In an industry where
the standards are high we had players who were ignorant of
"QUALITY" entering the industry with just the DOLLARS in mind. The
sword of quality has cut down the unaware and left behind the tough
ones, exposing the reality.

Rnd Softech (P) Ltd at Coimbatore, India realized the importance &
the need for quality systems; the outcome being that we were the
FIRST MT unit to be ISO certified. The outcome of this has been
tremendously positive & encouraging both in the US as well as in
India. The same time last year we had 4 clients and today we have
15 clients and many more in the pipe line. The most interesting
fact about this is that every customer has been added on through a
customer reference & this has been achieved with NO front end in
the US, whatsoever.

Recently we had an enquiry from a hospital, the result of a highly
satisfied clientele. The CEO and Director are in the process of
finalizing the contract with us. I will not be surprised if I get
to know that we are first in India to sign a contract with a
hospital under the name of a company incorporated in India.

At home we find a big difference in the following areas:
1. The employees who thought their jobs were at stake, now feel
more secure and the attitude towards the job has changed in a big
way.
2. We have had more people walking in seeking employment.

When we look at the number of walk-ins that we had last year and
the same time this year it reaffirms the fact that the industry is
picking up.

The time has come for companies like ours to get together and
form a forum which will regularize the working of this industry. If
this could be achieved I am sure there will be no stopping the
growth of this industry. I am already in the process of trying to
coordinate the units in our city towards this. When I have been
trying this in our city, I happen to attend a meeting convened by a
group of MT unit CEOs in Bangalore where the same feeling was
pronounced by all. If we are going to do it in pockets I am sure we
will continue to be an unorganized sector. To put an end somebody,
probably MT India should make an effort to become more
authoritative and spell out norms. This could help us form a
organization like that of AHIMA in the US.

Rajesh Ragupathy
GM, Rndsoft.
Comment? mailto:MTID@yahoogroups.com?Subject=Government-"Help"

++++ new post - same topic ++++
From: Kunal Jain
Subject: Can the Government help?

This is a great startup. We all can support the Andhra Chief
Executive for this endeavor. What is important to promote a career
option is to have the authenticity and credibility stamped by the
Govt. If you look into the other career options scenario in India,
you will find Govt has given enough support in opening up various
different courses through AICTE or other autonomous Universities.
You will find many MBA colleges, paramedical courses, and lot of
vocational courses under their approval and recognition.

I would like to quote that 30-40 % of the alumnus of these
professional courses are sitting unemployed but nobody wants to
enter into this field because of the insecurity and unawareness.
Govt can definitely frame up some policies under AICTE and
recognize the courses for ITES.

State govt can launch the Diploma courses with the help of Industry
in local Colleges and University. These initiatives will definitely
help this Industry. Thanks Amit, for broadcasting this message to
likeminded people.

Your suggestions?

Kunal
Comment? mailto:MTID@yahoogroups.com?Subject=Government-"Help"

[MODERATOR COMMENT]

Dear Rajesh, Kunal and all,

I agree that consolidation of SMEs will gives us all tremendous
leverage.

I have seen two such efforts in Bangalore (IAMT & AITES) and the
present one from Hyderabad (IAMR). The two greatest hurdles such
organizations face are:

1) A "perceived" conflict of interest amongst members.
2) Impatience to reap, without spending time and money in nurturing
the freshly sowed sapling.

As the first is just perception and not reality, it is easier to
address. The second is vital. Like a wood burning stove, many stand
at the cold stove and demand its heat without recognizing that you
have to put the wood in first, start the flame, and wait a while
for heat to radiate.

<probably MT India should make an effort to become more
authoritative and spell out norms. This could help us form a
organization like that of AHIMA in the US.>

Rajesh, MT India is a networking medium, and a web publication. But
basically it is a medium, and the media can spread the word - not
spell out norms. To do that we need a "brick and mortar"
organization, and a salaried executive. Voluntry/elected Board of
Directors will not be able to execute such an organization, without
a dedicated executive on the Board. Corporates should be willing to
invest in the organization initially, to reap benefits in the long
run.

Kunal, I agree that Govt. bodies can help to spread the word, but I
feel it is mandatory to have your own organization in place before
lobbying for Govt. help. Otherwise, we will run the risk of
bureaucratic/political interference from vested parties. MT is not
a profession in demand in India for the local market, and
unfortunately to those outside the industry - it still is
comprehended as a remote stenotypist job - the glorified
'babu.com!" Unless education standards are defined and enforced by
the Industry - the Govt. help can turn out to be counterproductive
to the both the Industry and the Profession.

I welcome you to share your thoughts.

Regards,
Amit C.
www.MTIndia.org
Comment? mailto:MTID@yahoogroups.com?Subject=Government-"Help"

++++ new post - different topic ++++
From: Sureshkumar Purushothaman
Subject: Work timings and salaries

Hi Sadhana

We need to understand that the MT business specifically and IT
enabled services in general are driven by time zones. This answers
your query in whole and in substance. We can't have our cake and
eat it too. This is one of the prerequisites of getting into this
business.

Nevertheless, this industry would also be moving over to a on-line
model.God forsake this should happen. Many more those tiny ones
with about 15-20 systems or even upto fifty have to close down
considering the resources to be employed for driving your
businesses.

Let's not complain.Our brethren in call centers ( voice mode)
dedicated to the US market have to work only in the nights that is
their days( US time).

Let's make the best out of the opportunity rather than cribbing out
to our dads and mums to sing a lullaby.

THIS IS UNIVERSALLY TRUE OF ALL COMPANIES EXCEPT HBTs'

Wishes,

Suresh
Comment? mailto:MTID@yahoogroups.com?Subject=MT-salaries-and-perks!

++++++++++++++++++++++++++++++++++++++
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