Step 1 : Problem Identification / Improvement Opportunity Identification

Step2 : Gather voice from Stakeholders

Step 3 : Convert CTQ

Step 4 – Create Project Charter

• Business Case
• Problem Statement
• Goal Statement
• Scope
• Roles & Responsibilities Identification & Assignment
• Process Flow Chart
  • High Level – COPIS
  • Detailed – Flowchart

Sponsor Approval

• Budget need
• Resources
• Data
• Risk

Measure Phase

1. Identify the CTQ Characteristic / CTQ Metric for the project
2. Create Data Collection Plan
3. Collect Data
4. Validate Data (Using MSA experiments)
5. Assess as-is Process Capability

Identify the CTQ Characteristic / CTQ Metric for the project

• Critical to Quality
  • Tea – Hot, Taste, Sugar Quantity, Milk, Presentation, Quantity, Ingredients

Project CTQ – Handling time, Count – Attrition/Defect, Productivity % or count

Handling Time per agent per day/ HT Per month for the process

• Quality Score per agent per call/
• Attrition Count

Quality % - Quality % as a monthly average, Weekly Quality % for the team,

Create Data Collection Plan

NU – Motor Insurance – FSA – Claim TAT =13 Days, Our as-is TAT = 23

• Customer called to inform about accident
• New claims team would notify engg
• If car was beyond repair – my team was notified (TLR)
• Notification or claim was recd in Manager Queue
• Allocate to AM Queue
• Allocate to case handler
• Call the customer and seek car papers etc
• Docs received, price quote – Pay the customer

TAT of Customer Contact

• Agents = Call the customer and seek car papers etc - Allocate to case handler
• Manager = Call the customer and seek car papers etc - Notification or claim was recd in Manager Queue
• NU = Call the customer and seek car papers etc - Customer called to inform about accident
  • PH not available – someone else was spoken to
  • Send letter – First point of contact’
  • Authorized person other than PH

AMHI

NPS

1 Customer – 20-30 feedback (negative)

1 Policy -

Operational Definition –

Pizza Delivery Time –

• Start – time when order added on the system
• End – When the delivery person reaches the first point of contact.

Chq Clearance TAT

• Start: When chq presented in the bank for clearance

• End : Money available as available balance in the account

RU

% people who are billable

# of billing people/Total HC – Non Billable

Good Employee

Present –

Quality Score Monthly

CT (weekly)

Formula =

Sum of total Quality Score/total no of calls

18/20

P1 = 86% 86/100

P2 =76% 76/100

p3 =74%

= No of pass parameter/Total no of applicable parameter

Validate Data

Sources of Variation

True Process Variation

Measurement Error

People

• Skill Issue
• Will issue

Machine

• • Breakdown
  • Maintenance issues
  • Process of usage not known
  • Calibration

Repeatability

• Same Operator
• Same thing
• Same equipment
• The amount of variation observed is called Repeatability
• Different Tests use different measures of variation
  • Std Dev. Variance (GRR)
  • Range ( X Bar R)

3 Kg, 3.2 Kg, 3 KG

Reproducibility

• Change Operator
• Change Equipment
• Change Both
• The amount of variation observed is called Reproducibility
• Different Tests use different measures of variation
  • Std Dev. Variance (GRR)
  • Std Dev
  • Range ( X Bar R)

MSA – Discrete Data

Effectiveness

% Agreement between multiple readings (different Operators or same operators)

We see that there are 9 agreements out of 10 instances.

Hence my effectiveness score is 9/10 or 90%

Efficiency

Check for % agreement by introducing a master calibrator.

% agreement

Swati

Jyoti M