Post on 12-Apr-2017
Time Taken To Resolve – TTR
- Lean Project
Time Taken To Resolve – TTR-Stakeholders
Objective
To reduce Time Taken to Resolve for faster closure on customer complaints which will enhance customer experience & reduce customer interactions
Analysis & findings :-
Post analyzing last 3 months performance, derived to conclusion of working towards top 6 call drivers mentioned below
Time Taken To Resolve – TTR-Objective & Scope
Time Taken To Resolve – TTR
- Critical to Quality ( CTQ ) and project time lines
Need CTQOperational Definition of
Measure Defect Definition
Reduce time taken for closure of
complaint for top drivers mentioned
below
Closure time (days)
Time taken to resolve=
Complaint date- Closure date
<= 40 hours
Project start Date 1-April-16
Project end Date 31-Aug-16
Customer
CCCustomer
External Customers (Clients / Circles and Internal Customers
(Circles)
PPProcess
Longitudinal / Lateral
OOOutput
Output Delivered – Services, Products, Documents, Records
IIInput
Inputs Required – Services, Products, Documents, Records
Stakeholder response
Tasks
CallsEmail
Social Media
Supplier
SSSuppliers – Circles /
Suppliers
Escalation Desk
Customers Customer escalates Issue via call/email to ED supervisor
ED supervisor checks customers account and update customers if update available. If no update, relevant task is raised.
Email is sent to relevant Stakeholders with relevant customer complaint information.
Stakeholders responds with update on the issue raised.
Supervisors communicates resolution provided. .
Escalation Desk
Myntra
Myntra
Time Taken To Resolve – TTR-Process Map & definitions
Time Taken To Resolve – TTR
Customer handling skills
Product
Process
Lack of process maps
Lack of empowerment
People
Knowledge
Supervisor Ownership
Access to system used by support functions
Delay /incorrect update on CC tools by internal stakeholders
UNPLANNED System downtime- Internal/External
System
Untimely updates
TTR
Fishbone representation
Time Taken To Resolve – TTR-Waste identification
Type of waste Description Transport Inventory Motion Waiting Over-
processingOver
production Defects
Lack of empower
ment
Supervisor dependency on managers to approve service complaints raised
- - Y Y - - -
No access to system used by support functions
Tool access not provided to supervisors
- - Y Y - - -
Absence of process maps
Absence of clarity on process to be followed.
- - Y Y - - -
Time Taken To Resolve – TTR-Value stream mapping Old New
Observations :-
Reduced/eliminated dependency on managers to advise resolution on top 7 escalation call types.
Supervisor group briefed about the approval process using process maps.
Time taken to action these tasks reduced from 21.60 hours to 6.3 hours due to access of stakeholders applications and approval guidelines.
Time Taken To Resolve – TTR- Summary & Status
**Executed – Completed / followed On-going – In progress with discussion to finalize the action to be taken**Embedded Process maps ➔➔
Time Taken To Resolve – TTR-Key achievements
Achievements
Reduced time taken to resolve from 54.90 hours to 28.53 hours.Interaction per case reduced due to process changes implementation. Reduced from 2.4 interactions to 1.9 Interactions per case.
Time Taken To Resolve – TTR-Descriptive statistics
Pre PostMean 55.07 Mean 29.12
Standard Error 3.86 Standard Error 1.55
Median 54.27 Median 28.13
Mode #N/A Mode #N/A
Standard Deviation 9.45 Standard Deviation 3.79
Sample Variance 89.30 Sample Variance 14.36
Kurtosis -0.86 Kurtosis 1.37
Skewness 0.46 Skewness 1.03
Range 24.14 Range 11.00
Minimum 45.07 Minimum 24.65
Maximum 69.21 Maximum 35.65
Sum 330.39 Sum 174.71
Count 6.00 Count 6.00
Debapratim Bhatacharjee – AVP Customer connect- VOC- “It has been a great effort to map, eliminate non value adds and streamline the new process flow. The improvement results traction is steady and remarkable and will certainly contribute towards improving broader customer experience at escalation touch points. Please continue on the journey to make the process more lean & efficient.”
Time Taken To Resolve – TTR-Stakeholder VOC post
Sriram Shankar – VP Customer connect- VOC- Time Taken to Resolve reduction for Customer Escalations is a critical metric for Myntra CC. Reducing this from its baseline levels was a key business goal in our journey to improve experience for customers. This project by Karthik has played a huge role in making a step change improvement by reducing TTR by more than half. It counts as one of the biggest wins for Myntra CE function in H1 FY 2017. Karthik has showcased a great grasp of lean principles and learning while trying to unearth the issues and fixing them. The project has showcased very good application of LEAN tools, fantastic stakeholder management skills, good grasp of data, analysis and sustainable control measures. Very happy to sign off the project.
Karan Bakshi and Suhail Malik – Manager and Associate Manager.VOC- Escalation desk TTR directly impacts our already pained customers hence the requirement to bring it down with least impact on the cost was the ultimate goal. Karthik took a lead on this and modified several processes to get the desired result. He was able to identify the most impacting task categories and used logic and reasoning to get the resolution time reduced to less than half of what it was. This improvement has positively impacted the efficiency of the team and customer experience.
Thank you