Amreek dmaic template pph_may 14 project

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Project Name : To Improve PPHProject Owner : Amreek singh

DMAIC

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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

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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

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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

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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

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ANALYSE PHASE

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P>5%.Ho is true.

Data is normal.

Graphical

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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.

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We Should keep our

target average >2.6.

We have done this test for base lining

or target setting.

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P>5%

Ho is true.

Mean of PPH wrt to months

is not different.

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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

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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

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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

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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.

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2 sample T test is conducted for PPH and Trainers.

P >5%, so Ho is true means that Means trainers do not impact Y.

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P<5%,Ha is true

Meaning X has significant impact on Y.

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Ha is true,Meaning X has significant impact on Y.

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Ho is true,Meaning X has no impact on Y.

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P<5%It is a significant factor.

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P>5%It is not a significant factor.

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P>5%It is not a significant factor.

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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.

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IMPROVE PHASE

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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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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

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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.

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CONTROL PHASE

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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.

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Microsoft Office Excel Worksheet

ATTCHED IS THE EXCEL FILETHAT SHOWS ALL CALCULATIONS HERE

IN THIS PROJECT.

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THANKS

Amreek dmaic template pph_may 14 project

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Transcript of Amreek dmaic template pph_may 14 project