Project Proposal

February, 2012

KRYTERION

Background• Kryterion intends to expand its world-class online proctoring service into new

markets including Distance Education:– New customers– New proctoring services

• Expanding into these markets will requires significant changes to the current system:– “Opening” system to other Test Delivery Systems– Securing the system– Process changes

• Challenges to IT team:– New, untested IT team– History of difficulties achieving business goals– Lack of business acumen/alignment to business strategy

Kryterion’s Expanding Business Will Bring New Challenges To The Management And Delivery Of Proctoring Services

Immediate NeedsTo meet the company’s demands, the Online Proctoring Center (OLP) will

have significant changes in technology, personnel and processes

DE Clients – make system changes

quickly

Develop an effective IT team

Align IT with Business Strategy

Proposal / Approach• Small Process Improvement Project:

– ~ 3 months– Small OLP team– Julie lead– Jim Anderson guide, train & facilitate

• Objective: Introduce PI tools/concepts to OLP ID & implement improvement opportunity(ies) Positive ROI - 10-20% improvement (cost reduction) in select area Link to system requirements (right metrics to track & trend performance, ID,

diagnose and correct performance problems, and to establish performance goals and assign accountability for achieving those goals)

Process Improvement

Call Center System

New OLP System• Improved Processes• Basic Process Improvement Knowledge

• Metrics• Intro to Call Ctr Mgt.

e.g. Avg. Speed Ans. (ASA), First Cont. Res.

(FSR)

e.g. Pre-Launch problems, Technician

Best Practices

Examples of Tools

Project Charter

Primary Metric Chart

SIPOC

Pareto Chart

Cause & Effect DiagramIdentify, scope,

describe, measure and value project.

How to measure the primary metric for a

project – indicting UCL & LCL.

Process scoping – identification of

Suppliers, Inputs, Process, Outputs &

Customers.

Tool to help think through the causes and effects on the

process.

Identification of “critical few” root-causes to improve

process.

Through this project I would provide light training and application of select Lean Six Sigma tools to improve the process. Examples of the tools that may be appropriate for this project are listed below. Actual tools used will vary based on specific project needs.

Cost/Benefit

Cost:• 45 – 60 days over 3-4 months• @ $100/Hr

Approx $50K – one time

Benefit:• 2 Tech Support staff• Approx. $60K/Yr• Reduction or capacity increase• Prepare for Call Ctr. Management• Proactively measure/manage function

Approx. $60K - annually

ROI:• Payback within 1st year• 260% ROI over 3 years

(($60*3 years)-$50)/$50 = 260%

Breakeven Year 1, Significant ROI Going Forward

Next Steps

• Approve Proposal– Either contact Rebecca at (814) 574-5732– Or Jim Anderson at (973) 809-3245

• Review & refine with OLP Management• Launch Project with OLP