Project Proposal

February, 2012

KRYTERION

Background• Kryterion provides world class online Proctoring services through its proprietary

software:– WebAssessor Test Delivery System (TDS)– Sentential desktop software– OLP Online Proctoring software

• Kryterion intends to expand its markets to include additional clients that use 3rd party TDS software

• Expanding these markets will result in significant changes and demands to the Proctoring center:– Increase in volume of Test Takers– Different levels of Proctoring demanded by new clients– Test Takers in different locations, using different equipment– Proctors remote to the Proctoring center– Etc.

• New Software:– To support these needs Kryterion is working on a new version of its software to accommodate 3rd

party TDS software and to support the anticipated needs of the Proctoring center.– PDS has been assisting Kryterion in this effort by providing technical resources (staff augmentation)

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

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

have significant changes in technology, personnel and processes

• New and/or improved processes:— To support remote staff— To handle increased volume— To work with 3rd party TDS software

• Cost Reduction:— Constant pressure to reduce operating cost— Process efficiencies— Defect elimination

• Information needs:— Identify, capture and report on the right performance metrics— To proactively manage function— Consistent with system/reporting capability

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