The offshore outsourcing has also brought in a healthy competition among the BPO
organizations in third world countries. These companies have to continuously improve
the operational efficiency and effectiveness. Improving efficiency and effectiveness
includes quality improvement, variability reduction, cycle time reduction, productivity
improvement, waste reduction and elimination of rework (De Koning et al., 2008).
Six Sigma methodology is often used to achieve quality improvement and process
variability reduction (Kwak and Anbari, 2006) and lean techniques are utilized for waste
elimination, cycle time reduction, etc. (Montgomery, 2010).Hence,BPOorganizations have
to adopt the Six Sigma and lean Six Sigma methodologies to stay and grow in business.