The Curious Case of Being an ‘Accidental Project Manager’ with Michaela Teng
Michaela Teng, now the Head of Service Standards & Quality at China Bank Philippines shares an interesting path in the banking industry which is now an emerging field of practitioners in Lean Six Sigma.
In the grand scheme of things, one’s role can be definitive of his/her function. However, competent individuals always find a way to change the course of their career and on that journey, you will encounter new challenges that will enable you to acquire new skills like process improvement. This story is a great example.
What convinced you to take the Lean Six Sigma e-Workshop?
“When I enrolled in the Six Sigma training, I remember informing the trainer and the rest of the class that the main reason for the training was for me to gain the know-how, to be trained on the use of the methodology, and to ensure the success of future projects. I also shared with my classmates that, at one point, I became an accidental project manager. With very little knowledge, though I was able to complete the assigned project, somehow I wished that I could have done things better if only I had adequate knowledge on how these projects are handled.” Mica said.
What was your project about?
She answered, “As the former head of the Bank's Customer Contact Center and having the same challenges on resources similar to other institutions, I initiated a review of our processes, and concerns that we face daily and also tried to identify which of these processes will provide increased customer satisfaction and maximize employee productivity without sacrificing service quality. It was then that I was able to identify the area of Inbound Operations as having the more pressing concerns. Eventually, I was able to zero in on a specific process where I could institute major changes that would substantially impact our operations.”
Among the action items applied, what were the key elements that led to the success of your project?
Michaela stated, “I think the #1 key element is the time and effort of all stakeholders to address the requirements of the project. For one, I was also doing my BAU tasks besides the project. However, I realized that the success of the project significantly relies on me as the PM, and the Team's operations will not improve if I don't sacrifice and take the time and focus my efforts in handling the project. Also, I had to join some of my officers to ensure that they also gave their full commitment to the task. Their input and efforts were very important to the success of the project since they are the real front liners. They were really a big help to me, especially during our brainstorming sessions.”
“The support of the sponsor is also a big factor. I had to request time with my sponsor, not only to ask for approval but also to ensure that the objectives of the project were well understood. It really helps that you have the buy-in of your sponsor to ensure that the units who are supposed to help you in the project completion will provide the necessary assistance.” she quoted.
What was the impact of being a certified Lean Six Sigma Green Belt on you as an individual and a professional?
Michaela confessed, “Earning the certification is a boost to my confidence, especially now that I am in a different role in the Bank. I consider it a blessing to have the know-how and also be able to practice it in projects that contribute to the Bank's success.”
What would be your message to those who are currently taking or planning to take the Green Belt Program and to those who are currently conducting their own projects?
“I read in the materials that they provided not "to boil the ocean on your first project" and, I stand behind this 100%. You do not need to choose a highly impacting project as your first one. Best to start small and evaluate the performance afterward so you can identify what areas you could do better in succeeding projects.”
She added, “Also, do not be shy to ask for help. From my officers to support me in the project, up to Khrissy who I remember reviewed my work while she was on Christmas break, I was really thankful that I had this kind of support from these professionals.”
Is there anything else you’d like to share about your experience?
Mica ended by saying, “I just want to say thank you to the Six Sigma PH Team for mentoring me even after the training. The time and effort you extended were really helpful for me to complete my storyboard.”
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