Improving FTR in TM Docketing TOC v2.pptx

© 2010 Wipro Ltd - Confidential

Improving First Time Right in TradeMark

Docketing

Jerrin Jacob KoodalyAnurag Talukdar

Dec 2010

© 2010 Wipro Ltd - Confidential2 © 2010 Wipro Ltd - Confidential2

Project Overview

The Client/ Process Overview

Trademark Docketing queue deals with updating the necessary data as send by MS Paralegal or

Attorneys worldwide via email in the online application ANAQUA and let Microsoft know about the missing

details.

Business ChallengeThe First Time Right (FTR) for Trademark Docketing was at 95% as against the SLA of 97%, leading to client dissatisfaction. There was an urgent need to improve the performance.

GoalTo improve the First Time Right (FTR) for Trademark Docketing to 99%

Business BenefitMaintaining the SLA will ensure client satisfaction

Project Scope

In Scope: Trademark Docketing transactionsOut of Scope: Divisional, Merger, Lifting-Suspension, Recordal transactions

Project Team

Project Lead: Jerrin Jacob KoodalyLead Black Belt: Anurag TalukdarBlack Belt: Abhishek JhaChampion: Vishal Aggarwal


Normality Testing

Data is normal

Null & Alternate Hypothesis:Ho: Data is NormalHa: Data is Non Normal


Target Validation

Target Validated as p value< 0.05


Send

email to Wipr

o

Wipro processes

QC and feedback

Evolution of Trademark Docketing

Download Mails From OC/Paralegal

Sort mails under various transaction types

Transaction Processing Internal Quality Check Receive Client feedback

1. At first – Clients view of the process

2. Early Days – Unraveling the Hidden factory


Identifying the Constraints

Variation in Terminology

Unclear Correspondence

No Standard Correspondence Format

Across The Globe

Existing 4 Eye Check Not Effective




No Standard Correspondence

Format Across The Globe


Induction Training to New Joiners

Seek Feedback from Client

One stop shop for date formats used across the major

countries

6 eye check introduced

Exploit the Constraints




No Standard Correspondence

Format Across The Globe




One stop shop for date formats used across the major

countries


No new joiner to hit production without

clearing the accreditation test

Set weekly calibration call

Ensure all analysts have access to the one stop shop for

date and terminology formats

from the shared folder

All matters to undergo 6 eye check

Subordinate Everything Else



Unclear Correspondenc

e

No Standard Correspondenc

e Format Across The

Globe




One stop shop for date

formats used across the

major countries


No new joiner to hit

production without

clearing the accreditation

test

Set weekly calibration call

Ensure all analysts have access to the one stop shop for date and terminology formats from the shared

folder

All matters to undergo 6 eye

check

Frequent feedback

/knowledge sharing session

Elaborate description of

the issues discussed and uploading the same in KM

folder

Analysts are encouraged to

update the sheet whenever

new terminology is encountered

Institutionalize the 6 eye check

methodology by depicting the same in

process documents

Elevate the constraint

© 2008 Wipro Ltd - Confidential 10Wipro © Confidential 2009

6 Eye check


Calibration Call FormatCalibration call is with the weekly operations call where in we are doing the calibration exercise as a one session of this call.

Dual monitor Systems


Knowledge Feedback


Test of Equal Variances

As data is normal, referring to F-Test.Since p value> 0.05, hence we fail to reject the HoThus data have equal variance


2 sample t test

Since, p value<0.05, thus we reject HoHence, test shows statistically that there is a significant improvement in the Process FTR, post project.


Process Performance Comparison – FTR

Highlights: - Constantly delivering above 99% FTR since October 2010

Improving FTR in TM Docketing TOC v2.pptx

Documents

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