Post on 01-Jul-2015
description
04/14/20231 04/14/20231
Project Name : To Improve PPHProject Owner : Amreek singh
DMAIC
04/14/20232
Project Progress Overview
D1. Map Project
D2. Approve Project
M1. CTQ Characteristics& Standards
M2. Measurement System Analysis
M3. Data Collection
A1. Baseline Process
A2. Performance Objective
A3. Identify Drivers of Variation
I1. Screen for Vital Xs
I2. Screen for vital Xs
I3. Define Improved Process
C1. MSA on Xs
C2. Improved Process Capability
C3. Establish Control Plan
Key Deliverables: • List of Customer(s) and
Project CTQs• Team Charter• High Level Process Map
(COPIS)• CAP Plan (Optional)• Preliminary CBA, if
applicable
• QFD / CTQ Tree• Operational definition,
Specification limits, target, defect definition for Project Y(s)
• Data Collection Plan• Measurement System
Analysis
• Baseline of Current
Process Performance• Normality Test • Statistical Goal
Statement for Project• List of Statistically
Significant Xs
• List of Vital Few Xs• Transfer Function(s)• Optimal Settings for
Xs• Confirmation
Runs/Results• Tolerances on Vital
Few Xs
• MSA Results on Xs• Post Improvement
Capability• Statistical Confirmation
of Improvements • Process Control Plan• Process Owner Signoff• Final CBA, if applicable
Tollgates:Planned
Completed
mm/dd/yyyy mm/dd/yyyy mm/dd/yyyy mm/dd/yyyy mm/dd/yyyy
XXXXXX 15/March/2010 mm/dd/yyyy mm/dd/yyyy mm/dd/yyyy
Steps:
Tools: Survey Focus Groups Interviews ARMI, Stakeholder
Analysis In/Out of Frame Threat vs. Opportunity
Matrix Other ______________
Data Collection Plan Continuous Gage R&R Attribute Gage R&R Sample Size Calculator Other ______________
Basic Statistics Histogram Dot Plots Box and Whisker Plots Run Charts Normality Testing Continuous/Discrete Zst, Zlt Benchmarking Detailed Process Mapping Moments of Truth Nature of Work Flow of Work Fishbone Hypothesis Testing Regression Analysis Other ______________
DOE Pugh Matrix New Process Mapping FMEA on new process Process Modeling /
Simulation Other ______________
Continuous Gauge R&R Discrete Gauge R&R Control Charts Hypothesis Testing CAP Plan Control Plan Other ______________
Define Measure Analyze Improve Control
Overview
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DEFINE PHASE
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Customer Sample Comments Key Output CharacteristicsImportant to Customer (CTQ's)
PBS Customer“It took almost more than 24 hours to
update my address. I had to repeatedly call to confirm whether it was done.”
This mail was outside the SLA,
customer was informed he
would receive the confirmation
within 24 hours but it was not
done. PPH is not met
Harish(Process Owner) “Why consistently we are not achieving our
targets!”
PPH is low
Map the Project
04/14/20235
In Scope:All production emails done by the backoffice LOB for the PBS(Pegasus - Business Support) account.
Out of Scope: All the emails other than Back office LOB are excluded. .
Business Case: ABC is a leading outsourcing company in the India operating from Gurgaon. One of the accounts that it handles is PBS. In PBS, one of the line of business is to handle various back-office transactions through email. Recently the production per hour has dipped leading to dissatisfaction among the customers as many customers are not getting the reply mail within the specified business hours.
Problem Statement: The PPH target is 2.5. Based upon the data we have from April’2013 to OCT’2013 we are at 2.41 which is below the target. For this we are paying heavy penalty to the client. We need to bring in steps to improve PPH else we continue to incur penalty from the client and dissatisfaction from the end customer.
Goal Statement: The goal is to increase the PPH by 5% from 2.4 to 2.52 by 31st May 2014
Project Charter
Target Date Actual Date
Start Date 3rd May Xxxx
Define 6th May
Measure 9th May
Analyze 14th May
Design 21st May
Verify 31st May
High Level Project Plan
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Key Stakeholders Name Define Measure Analyze Improve Control
Stakeholder David A,I I I I I
Process Owner Harish II I I I
MBB Prannay II I I I
BB Amreek RR R R R
MemberDeepak,
Janardan, Ankur
MR R R R
Message Audience Media Who When
Project charterHarish Shazli, MBB, member, BB Email BB 3rd May
Progress Report
Stake holder, Process Owner, member, QA, QL,
TL, Managers of PBS account
Email BB Daily till project ends
Closure Report BB EmailHarish, Shazli, MBB, member, BB 31st May
When Populating the Stakeholder, consider the ARMI:• A= Approver of team decisions R= Resource or subject matter expert (ad hoc) M= Member of team I= Interested Party who will need to be kept
informed
Communication Plan
ARMI WorksheetARMI & Communication Plan
04/14/20237
Customer Output Process
Input Supplier
1. WHO are your primary customers?(From Step A)
2. WHAT does the customer receive? (Think of their CTQ’s)
3. What STEPS are Included in the Process today? (high level)
4. What is provided to START the process?
5. Who PROVIDES the input?
(Who) (Nouns) (Verbs) (Nouns) (Who)
COPIS
Customer Solution to customer in the form of a reply email. Customer email received. Customer's email. Customer
It is read by agent on duty. Agent
Problem in email is idetified.
Email reply sent to customer
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MEASURE PHASE
04/14/20239
Y OperationalDefinition
DefectDefinition
PerformanceStandard
Specification Limit
Opportunity
To increase the PPH
Avg Number of Emails Replied per
Hour.
All the transaction per hour that is
below 2.6
2.6 LSL – 2.6USL – Not defined
Each email that is transacted by the
Back office
Mode of collecting Data
Y Data Type UnitDecimal to
be Used
Data Base Container
Existing or new data
base
If New when data base would be
ready.
Plan start date for
DCP
PPH Continuous Number of Emails Replied.
2 decimals WFMPro Existing NA 9th May
Data Collection Plan
04/14/202310
ANALYSE PHASE
04/14/202311
P>5%.Ho is true.
Data is normal.
Graphical
04/14/202312
P>5%.Ho is true.
Data is normal
I have done both Normality test and graphical summary just to show that P>5% in both cases. It means Normal Data.
04/14/202313
We Should keep our
target average >2.6.
We have done this test for base lining
or target setting.
04/14/202314
P>5%
Ho is true.
Mean of PPH wrt to months
is not different.
04/14/202315
Correlations: PPH/ Yc, Production Hours/Xc
Pearson correlation of PPH/ Yc and Production Hours/Xc = -0.198P-Value = 0.254
PPH and Production hrs both are continuous data,Hence we have taken correlation and regression test.
P >5%, so Ha is true means there is no relationship of X on Y
04/14/202316
Correlations: PPH/ Yc, No Work Downtime/Xc
Pearson correlation of PPH/ Yc and No Work Downtime/Xc = 0.331P-Value = 0.056
PPH and Work downtime both are continuous data,Hence we have taken correlation and regression test.
P >5%, so Ho is true means there is no relationship of X on Y
04/14/202317
PPH Vs Agents i.e continuous Vs discretedata,Hence we have taken one way anova test.
P <5%, so Ha is true means there is a significant relationship of X on Y
04/14/202318
Correlations: PPH/ Yc, Transactions/Production/Xc
Pearson correlation of PPH/ Yc and Transactions/Production/Xc = 0.302P-Value = 0.078
PPH Vs Transactions i.e. Both continuous data,Hence we have taken Correlation test.
P >5%, so Ho is true means there is no relationship of X on Y.
04/14/202319
2 sample T test is conducted for PPH and Trainers.
P >5%, so Ho is true means that Means trainers do not impact Y.
04/14/202320
P<5%,Ha is true
Meaning X has significant impact on Y.
04/14/202321
Ha is true,Meaning X has significant impact on Y.
04/14/202322
Ho is true,Meaning X has no impact on Y.
04/14/202323
Ho is true,Meaning X has no impact on Y.
04/14/202324
Ho is true,Meaning X has no impact on Y.
04/14/202325
Ho is true,Meaning X has no impact on Y.
04/14/202326
Ho is true,Meaning X has no impact on Y.
04/14/202327
Ho is true,Meaning X has no impact on Y.
04/14/202328
Ho is true,Meaning X has no impact on Y.
04/14/202329
P<5%It is a significant factor.
04/14/202330
P<5%It is a significant factor.
04/14/202331
P>5%It is not a significant factor.
04/14/202332
P<5%It is a significant factor.
04/14/202333
P>5%It is not a significant factor.
04/14/202334
test P value Ha / Ho
PPH Yc Normality test / Graphical Summary >5 Ho Normal Data
1 Agents Xd 1 Way Anova <5 Ha Significant X2 Typing speed Xd 2Sample T <5 Ha Significant X3 Typing Accuracy Xd 2Sample T <5 Ha Significant X4 Attendance Xd 2Sample T <5 Ha Significant X5 Process knowledge Xd 2Sample T <5 Ha Significant X6 Quality Xd 2Sample T <5 Ha Significant X7 Shifts Xd 1 Way Anova >5 Ho Not Significant8 Location Xd 1 Way Anova >5 Ho Not Significant9 Mode of Communication Xd 1 Way Anova >5 Ho Not Significant
10 Marital Status Xd 1 Way Anova >5 Ho Not Significant11 Month Xd 1way Anova >5 Ho Not Significant12 Trainers Xd 2Sample T >5 Ho Not Significant13 Pass Fail wrt Typing Speed Xd 2 Sample T >5 Ho Not Significant
14 Pass Fail wrt Process Knowledge Xd 2 Sample T >5 Ho Not Significant
15 Log in hrs Xc Correlation >5 Ho Not Significant16 Age Xc Correlation >5 Ho Not Significant17 Break Xc Correlation >5 Ho Not Significant18 Production Hours Xc Correlation >5 Ho Not Significant19 No Work Downtime Xc Correlation >5 Ho Not Significant20 Transactions or Production Xc Correlation >5 Ho Not Significant
Summary of Analysis
Xc =Continuous X. Xd=Discrete X . Yc=Continuous Y.
04/14/202335
IMPROVE PHASE
04/14/202336
QFD-QUALITY FUNCTION DEPLOYMENT
How to do?
Organise
typing tests
every
month
Those who will
have 35
wpm, will get 5%
extra incentives.
Anyone who
is below 35wp
m, will lose 2%
incentives.
Request HR
to includ
e typing
test as a
mandatory requiremen
t in hiring proce
ss.
Request IT to
install typing
tutor on all the
computers so that
agents can
practice in their
free time.
Those who will
have 80%
accuracy, will get 4%
extra incentives.
Anyone who
is below 80%
accuracy, will lose 3%
incentives.
Please ask all TLs, Sr
TL, Ams
etc to be
careful
while giving leaves
. Attendance is very important.
Every team will
have an
attendance target
of 90% per
month.
If an agent
has missed his cab, please
ask him to come for the
next shift.
However, it
should not
become a
practice.
If an agent is not comin
g to office, try to
get him to office even for half day.
If an agent has an
emergency after
the roster
has been finalised,
try to change
his week offs in
place of giving him a leave.
A team or unit
that gives 100%
attendance for 6 months in a year will get movie for the entire
team or unit.
An individual who gives 100% attendance
will be
given a
certificate by
Manageme
nt.
Such agents
who take even a single
unplanned or
unscheduled
leave in the last 6 month, will not
be eligible for IJPs.
Conduct proces
s knowledge test
every
month
.
Agents
scoring
>90% will be
given Rs2000 as
incentive.
Agents
scoring
<50% will
not be allowed to take calls till
they achive 75%.
If traini
ng department needs more number of
trainers,
Mgt can look into this.
OJT shall be part
of theoritic
al training wef 01st
June 2014.
For this mentors shall be
hired through
IJP around 15May1
4.
3 live and 2 record
ed calls per
week per
agent shall be
monitered.
Score on each
call has to be
>90%.
Quality
department
will float
an IJP to
hire qualit
y agent
s in May
2014.
What to do?
1 Agents Xd 5 0 3 3 0 3 3 3 -2 -1 -2 -2 -2 1 4 -4 0 1 -1 0 0 -2 -2 1 20
2 Typing speed Xd 5 3 3 3 3 3 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 85
3 Typing Accuracy Xd 5 3 1 1 3 3 3 3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 85
4 Attendance Xd 5 0 0 0 0 0 2 2 3 3 3 3 3 3 3 3 0 0 0 0 0 0 0 2 150
5 Process knowledge Xd 5 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 3 3 3 3 3 0 0 1 80
6 Quality Xd 5 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 0 0 0 0 3 3 3 55
30 35 35 30 45 45 45 5 10 5 5 5 20 35 -5 25 20 10 15 15 5 5 35
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04/14/202338
Implementing Solutions and timelinesS No Root Causes Improvement actions Responsibility
Start date
End Date
Duration
1 Agents XdAgents are very imprtant.They run the process.
Their typing speed, typing accuracy, attendance, process knowledge and Quality are the important factors.
2Typing speed
Xd
Organise typing tests every month TLs 15-May 25-May 10days
Those who will have 35 wpm, will get 5% extra incentives. MIS Mgr 15-May 15-Jun1 monthAnyone who is below 35wpm, will lose 2% incentives. MIS Mgr 15-May 15-Jun1 month
Request HR to include typing test as a mandatory requirement in hiring process. HR Mgr 15-May 15-Jun1 monthRequest IT to install typing tutor on all the computers so that agents can practice in their free time. IT Mgr 15-May 15-Jun1 month
3Typing
Accuracy XdThose who will have 80% accuracy, will get 4% extra incentives. MIS Mgr 15-May 15-Jun1 month
Anyone who is below 80% accuracy, will lose 3% incentives.MIS Mgr
15-May15-Jun1 month
4 Attendance Xd
Please ask all TLs, Sr TL, Ams etc to be careful while giving leaves. Attendance is very important. TLs/Assistant Mgrs 15-May 15-Jun1 monthEvery team will have an attendance target of 90% per month. Ops Mgr 15-May 15-Jun1 month
If an agent has missed his cab, please ask him to come for the next shift. However, it should not become a practice. Ops Mgr/Transport Mgr
15-May15-Jun1 month
If an agent is not coming to office, try to get him to office even for half day. Ops Mgr/Transport Mgr
15-May15-Jun1 month
If an agent has an emergency after the roster has been finalised, try to change his week offs in place of giving him a leave.Ops Mgr
15-May15-Jun1 month
A team or unit that gives 100% attendance for 6 months in a year will get movie for the entire team or unit. Ops Mgr 15-May 15-Jun1 month
An individual who gives 100% attendance will be given a certificate by Management. HR Mgr / WFM Mgr
15-May15-Jun1 month
Such agents who take even a single unplanned or unscheduled leave in the last 6 month, will not be eligible for IJPs.HR Mgr
15-May15-Jun1 month
5Process
knowledge Xd
Conduct process knowledge test every month. Training Mgr 15-May 15-Jun1 monthAgents scoring >90% will be given Rs2000 as incentive. MIS Mgr 15-May 15-Jun1 month
Agents scoring <50% will not be allowed to take calls till they achive 75%. Ops Mgr 15-May 15-Jun1 monthTo be eligible to be on calls, agent has to score >75% score. Ops Mgr 15-May 15-Jun1 month
If training department needs more number of trainers, Mgt can look into this. Training Mgr 15-May 15-Jun1 month
OJT shall be part of theoritical training wef 01st June 2014. For this mentors shall be hired through IJP around 15May14. Training Mgr/HR Mgr
15-May15-Jun1 month
6 Quality Xd3 live and 2 recorded calls per week per agent shall be monitered. Quality Mgr 15-May 15-Jun1 month
Score on each call has to be >90%. Quality Mgr 15-May 15-Jun1 month
Quality department will float an IJP to hire quality agents in May 2014. Quality Mgr/HR Mgr 15-May
15-Jun1 month
04/14/202339
TOP ACTIONABLE ITEMSRequest IT to install typing tutor on all the computers so that agents can practice in their free time.
Those who will have 80% accuracy, will get 4% extra incentives.
Anyone who is below 80% accuracy, will lose 3% incentives.
Those who will have 35 wpm, will get 5% extra incentives.
Anyone who is below 35wpm, will lose 2% incentives.
An individual who gives 100% attendance will be given a certificate by Management.
Score on each call has to be >90%.
Organise typing tests every month
Request HR to include typing test as a mandatory requirement in hiring process.
Conduct process knowledge test every month.
04/14/202340
CONTROL PHASE
04/14/202341
WE CAN SEE HERE THAT OUR AVG HAS INCREASED BY 0.179 .AND WE HAVE ACHIEVED OUR TARGET AS DISCUSSED
IN THE STARTING OF THIS PROJECT.
04/14/202342
Microsoft Office Excel Worksheet
ATTCHED IS THE EXCEL FILETHAT SHOWS ALL CALCULATIONS HERE
IN THIS PROJECT.
04/14/202343
THANKS