Adaptive Six Sigma Case Study - MACH Teledata - 01
13
MACH Teledata World’s largest telecom roaming settlement organization Case Study on Reduction in Delinquency LN Mishra and Jayshankar K Adaptive Processes Consulting Pvt. Ltd. March 2012
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Transcript of Adaptive Six Sigma Case Study - MACH Teledata - 01
MACH TeledataWorld’s largest
telecom roaming settlement organizationCase Study on
Reduction in Delinquency
LN Mishra and Jayshankar KAdaptive Processes Consulting Pvt. Ltd.
March 2012
Simpler, Faster, Better 2
Background• Client is the leading Data Clearing
House, operating in Telecom sector.
• Each of the telecom operators send files containing call records to their Roaming Partners, when the latter’s end user uses the operator network for connectivity
© Adaptive Processes
Simpler, Faster, Better 3
Background• These files are sent to Mach and
who in-turn does various levels of validation including the Tariff check which is one of the first processes to be checked
• These files have to be send to the respective operator within a period of 10 days.
© Adaptive Processes
Simpler, Faster, Better 4
Business Case• Tariff check happens before any
other checking and any delay in this process will lead to a Bull-Whip Effect causing delays in all other processes.
• This delay, if over 10 days, can lead to monetary loss for the client
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Simpler, Faster, Better 5
Challenges• Volume of Files = Around 400-500
per day• Dependency on information from
External Entities• Internal SLA of 3 days – including
weekends and other holidays• Highly fluctuating value of the file,
that may range from near zero to hundreds of rupees
© Adaptive Processes
Simpler, Faster, Better 6
Challenges• No existing measurements of
tracking system in place
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Simpler, Faster, Better 7
Root cause analysis• Study of data requirements for
effective tracking of process and identification of means for retrieving the same
• Upon analysis of Turn Around Time (TAT) data, it was found– Of the total TAT, 75% was wait time– Principle followed to resolve tickets
was “First in First out”
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Simpler, Faster, Better 8
Recommendation• Task prioritization changed to
based on file value and aging– 80/20 Principle– 80% of the penalty is due to 20%
high ticket value items• User training on prioritization
and handholding for continual improvement
© Adaptive Processes
Simpler, Faster, Better 9
AS IS Performance
© Adaptive Processes
11127.35
2492.812924.78
17091.76
3319.241959.48
11801.89
1500.03299.64
11459.62
3739.88
467.18
16575.32
6373.17
496.29
14821.70
5383.162305.79
16366.18
5708.89
333.29
18307.80
4704.55
263.65
9392.63
2182.9974.65
10545.23
961.8724.250
5000
10000
15000
20000
APR MAY JUN JUL AUG SEP OCT NOV 1st-15thDEC
15th-31st DEC
Analysis based on value of the Treated Files ( In K-SDR)
Within 1.5 Day's Within 1.5 -3 Day's More than 3 Day's
Simpler, Faster, Better 10
New performance
© Adaptive Processes
62.89
17.0120.09
74.01
16.279.72
84.21
12.253.53
70.66
25.44
3.91
71.45
26.73
1.82
62.27
32.80
4.93
66.72
30.99
2.29
75.37
24.13
0.50
76.99
22.56
0.45
94.00
5.850.15
0
20
40
60
80
100
APR MAY JUN JUL AUG SEP OCT NOV 1st-15thDEC
15th-31stDEC
Percentage of Response time
Within 1.5 Day's Within 1.5 -3 Day's More than 3 Day's
Simpler, Faster, Better 11
Result• Response time has come down – with 94% of files being
treated with 1.5 days and only 0.15% going beyond internal SLA. This means that the other teams also have sufficient time even if the files are stopped for other types of errors
• Files treatment is prioritized based on associated monetary value, hence in the event of a Mach liability, the amount incurred would be comparatively lesser.
© Adaptive Processes
Name: Adaptive ProcessesPhone: 1-800-3070-2040Email: [email protected]
