Training Reference Slides Day 3 Maven Decision Trees ...
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DIGITAL CAPABILITY DECISION DESIGN DIGITAL DESIGN + = INSORCE OPERATIONAL OPTIMIZERS PVT LTD (FormerlyArtha Shastra AppliedEconomicsPvt. Ltd.) 1 Date : 20 February 2021 Training Reference Slides – Day 3 Maven Decision Trees/Solution Levers
Transcript of Training Reference Slides Day 3 Maven Decision Trees ...
DIGITALCAPABILITY
DECISIONDESIGN
DIGITALDESIGN+ =
INSORCE OPERATIONAL OPTIMIZERS PVT LTD(Formerly Artha Shastra Applied Economics Pvt. Ltd.)
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Date : 20 February 2021
Training Reference Slides – Day 3
Maven Decision Trees/Solution Levers
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Items (10 AM – 4 PM) Time
Refresher from previous sessions 10:00 am - 10:30 am
Solve for Cost
10:30 am - 12:00 pm
Utilization Solution Levers
Effort Reduction Levers
Cost & Competency Levers
Infra Costs
Break 12 pm – 12:15 pm
Customer Experience – Solve for FTR
12:15 pm – 1:15 pm
Customer Experience – Solve for Cycle Time
Out of Office Delays
Bottlenecks
Process Delays
Solve for Controls
1:15 pm - 2:00 pmAdequacy
Efficacy
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Solve for Cost Solve for Customer Experience Solve for Controls
➢ Shift & Work Hours ➢ Out of Office - Shifts ➢ Control Existence
➢ Relative Deadline ➢ Out of Office – Work Allocation ➢ Under controlled
➢ Absolute Deadline ➢ Bottlenecks – Work Allocation ➢ Over controlled
➢ Peak Reduction ➢ Bottlenecks -Automation and Robotics ➢ Effectiveness
➢ Team Merger ➢ Bottlenecks - Control Redundancy
➢ Effort Reduction - Automation and Robotics
➢ Bottlenecks - Non Productive Activities
➢ Effort Reduction- Control Redundancy ➢ Bottlenecks -Rework Reduction
➢ Effort Reduction - Non Productive Activities
➢ Bottlenecks - Undesired Outcomes
➢ Effort Reduction -Rework Reduction ➢ Process Delays – BATCH
➢ Effort Reduction -Undesired Outcomes ➢ Process Delays – POST
➢ Team Competency and Cost ➢ FTR – Undesired Outcomes
➢ Team Location ➢ FTR – Rework
➢ Work Allocation and Skilling
Solution lever identification to reduce project cost and simulating outcomes
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User Story:As a solution designer, I would like to change shift to ensure effective and optimal utilization i.e. the team should neither be waiting for work nor the work to be waiting for them to be in office.
Related Inputs& Work hours, Shift start & end, Volume, AHT, Wait periods, Deadlines, Release type, Project time zone, team locations
Functionality Widget insights - Shows current hourly utilization pattern for selected team and identifies underutilized hours.
User Action – Change shifts start & end times as per given utilization pattern and simulate outcomes to asses its impact on cost, customer exp , controls and team size
Action Outcome- Maven will show the simulation outcomes with before and after team utilization patterns and before & after process metrics of cost, cycle time , controls and team size.
Rules & Best Practices ✓ If utilization (blue bars) is high at start of shift, consider starting earlier | If utilization (blue bars) is high at end of shift, consider ending later
✓ If under-utilization(orange bars) are at beginning of shift, start shift later | If under-utilization(orange bars) are towards the end of shift, end shift earlier
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Effort Reduction – Automation, Control RedundancyCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA
Implementation Steps Rostering
Process Characteristics for potential benefit
Periodic input feeds, inter team hand offs, process deadlines and delays, cross site team locations
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User Story:As a solution designer, I would like to review the impact of any existing relative deadlines on the process and project outcomes
Related Inputs Work hours, Shift start & end, Volume, AHT, Wait periods, Deadlines, Release type, Project time zone, team locations, Business Rules, Systems & Applications
Functionality Widget insights - Shows the deadlines path along with path delays, effort & available time and gives impact assessment of deadlines on the FTE requirements for the given path
User Action - Review the impact of an relative deadline on FTE counts and recommendations, suggested by Maven to reduce impact and simulate scenario with revised deadlines
Action Outcome- Maven will show impact of changing deadlines on the cost, cust exp , controls and team size
Rules & Best Practices
✓ Impact shown on this page is valid for the given path only and does not cover all activities
✓ Maven applies the deadlines to FTR volumes only and the given deadlines will not have any impact on cycle time for looped or rework volumes
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts; Effort reduction – Automation, Control RedundancyCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA
Implementation Steps
Business Approval ; Rostering
Process Characteristics for potential benefit
Process deadlines & delays6
User Story:As a solution designer, I would like to review the impact of any existing absolute deadlines on the process and project outcomes
Related Inputs Work hours, Shift start & end, Volume, AHT, Wait periods, Deadlines, Release type, Project time zone, team locations, Business Rules, Systems & Applications
Functionality Widget insights - Shows the deadlines path along with path delays, effort & available time and gives impact assessment of deadlines on the FTE requirements for the given path
User Action - Review the impact of absolute deadline on FTE counts and recommendations, suggested by Maven to reduce impact and simulate scenario with revised deadlines
Action Outcome- Maven will show impact of changing deadlines on the cost, cust exp , controls and team size
Rules & Best Practices
✓ Impact shown on this page is valid for the given path only and does not cover all activities
✓ Maven applies the deadlines to FTR volumes only and the given deadlines will not have any impact on cycle time for looped or rework volumes
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts; Effort reduction –Automation, Control RedundancyCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA
Implementation Steps
Business Approval ; Rostering
Process Characteristics for potential benefit
Process deadlines & delays
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User Story:As a solution designer, I would like to see teams which are highly utilized during their working hours so that i can share their workload with in office and under utilized teams or create a new team
Related Inputs Work hours, Shift start & end, Volume, AHT, Wait periods, Deadlines, Release type, Project time zone, team locations, Business Rules, Forms, System, talent pools
Functionality Widget insights - Shows activities causing peak capacity requirements and suggests teams to cross allocate (partially or fully) peak load in order to achieve cost benefit
User Action – Identify teams from list of suggestions to cross allocate work causing peaks for selected team and simulate respective allocation scenarios to asses impact on cost, cust exp, controls and team size
Action Outcome- Maven will show the simulation outcomes for cross allocated work with before and after team utilization patterns and before & after process metrics of cost, cycle time , controls and team size.
Rules & Best Practices
✓ Can't partially allocate decision activities✓ While allocating to a new team, user should select the location,
set working hours, infra cost, selected catchment before running simulation
✓ While rework effort is not included in the activity effort shown here, it also gets assigned to the suggested team in case the activity is allocated.
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Effort Reduction –Automation, Control RedundancyCust Exp – OOO Delays – shifts & WA; Bottlenecks – WAControls - Efficacy
Implementation Steps
Training; Rostering
Process Characteristics for potential benefit
Periodic input feeds, inter team hand offs, process deadlines and delays, cross site team locations
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User Story:As a solution designer, I would like to see if there are opportunities to merge team so that i can identify FTE/cost Savings by additional synergy creation upon merging teams
Related Inputs Work hours, Shift start & end, Volume, AHT, Wait periods, Deadlines, Release type, Project time zone, team locations, Business Rules, System, Team compensation, supervisor/manager span & salary
Functionality Widget insights - Shows team merger opportunities with potential cost savings along with training requirements and any possible control dilution risk.Pre-select and suggest user to Merge Team or Manager or Supervisior or all depending on the benefit case.
User Action – Identify teams from list of suggested team merger opportunities and simulate respective allocation scenarios to asses impact on cost, cust exp, controls and team size
Action Outcome- Maven will show the simulation outcomes with before and after team utilization patterns and before & after process metrics of cost, cycle time , controls and team size.
Rules & Best Practices ✓ Not recommended to pick opportunities having control dilution risks,
✓ While a given team may have potential benefit in merger with multiple teams, use cost benefit figure shown by maven to shortlist opportunities
✓ Recommended to select team merger or manager/supervisor merger suggestions which are pre selected by maven
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger, Deadlines; Shifts, Skill based WA, Effort Reduction – Automation, Control RedundancyCust Exp - OOO Delays – shifts & WA; Bottlenecks – WAControls – Efficacy
Implementation Steps Training; Rostering
Process Characteristics for potential benefit
Periodic input feeds, inter team hand offs, process deadlines and delays, cross site team locations
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User Story:As a solution designer, I would like to see the potential opportunities to reduce cost by automating work.
Related Inputs Work hours, Shift start & end, Volume, AHT, Wait periods, Deadlines, Release type, Project time zone, team locations , competency, Business Rules, Systems and Applications, Modes, Productivity software selection
Functionality Widget insights - Shows the potential opportunities of automation of the activities in a process and categorizes activities for ease of implementation to achieve benefit on FTE and Cost.
User Action – Needs to Select the Systems that are Compatible with robotics engine and has been tested for the same.Post Hitting Save & Continue, MAVEN will Show the Activities which can be Automated where in User can select the desired Activity, mention RPA feasibility% and simulate the outcome
Action Outcome- For selected activities for automation, Maven will show the simulation outcome with a before and after metrics for Cost, Customer Experience, Control of the Project
Rules & Best Practices
✓ Select the systems which don’t have any restrictions for robotics implementation.
✓ For cost reduction, prioritize automating peak activities – represented by red circle
✓ Explore possibility of partially automating activities involving inferencing as well
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Deadlines; Skill based WA, All effort reduction widgetsCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA, All effort reduction widgetsControl – Efficacy
Implementation Steps
System Change; SOP Change, Training , Rostering
Process Characteristics for potential
End-to-End Daily Processes – with deadlines & delays, Non–divisible single activity, No deadlines, Fragmented processes, Single team, Non Daily Processes
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User Story:As a solution designer, I would like to identify and remove redundant controls from the project to save effort and reduce cost of existing controls
Related Inputs Work Hours, Shift Start & End, Volume, AHT, Wait Periods, Deadlines, Release Type, Project Time Zone, Team Locations, Control Objective, Risk Type, Risk Activities, Control Mapping, Control Type
Functionality Widget insights – Shows the risk activities having more than three lines of controls and data including efficacy ratings and whether the control is on critical path or a peak activity
User Action – Select the activity which is a redundant control and needs to be removed to reduce cost of control and simulate scenario to asses impact on cost, customer exp and controls
Action Outcome- Maven will simulate the control deletion scenario and show its impact on project’s cost, cust exp, control metrics and team size
Rules & Best Practices
✓ Note that deleting a control for a given control objective/risk combination may impact other control objective as well as an activity can be acting as a control multiple risk/control objectives combinations
✓ Examine efficacy score of the control to understand effectiveness of the existing control
✓ For max cost reduction prioritize control activities which are on peak hour
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Deadlines, Skill based WA, Effort Reduction – All leversCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA, Effort Reduction – All leversControls – Existence, Under controlled, Over Controlled, Efficiency
Implementation Steps
Business Approval , Rostering, SOP Change
Process Characteristics for potential benefit
End-to-End Daily Processes – with deadlines & delays, Non–divisible single activity, No deadlines, Fragmented processes, Single team, Non Daily Processes
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User Story:As a solution designer, I would like to identify non productive activities and asses the impact of removing them on the overall operating model
Related Inputs Volume, AHT, Business rules, Systems, Modes, Activity Categorization
Functionality Widget insights – Shows the effort distribution of activities into action effort, routing effort, reporting effort, record/retrieve effort
User Action – User can Auto Classify the activities or if in case Auto Classification doesn’t suit user can manually add the activities to the respective Categories. Delete non productive activities based on effort distribution across given categories
Action Outcome – Delete the selected activities and simulate outcomes to show impact on cost, customer experience and controls
Rules & Best Practices
✓ If more than 20% of the total effort is spent on any non-action categories, review the same and explore opportunity to delete the non value add effort
✓ For activities mapped as control activity ,maven will show a validation error. To delete such activities go to risks module and un map the respective activity as a control
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts; Deadline, Skill based WA, Effort reduction – all leversCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA, effort reduction – all leversControls – Existence, Under controlled, over controlled, effectiveness
Implementation Steps
Business Approval , Rostering, SOP Change
Process Characteristics for potential benefit
End-to-End Daily Processes – with deadlines & delays, Non–divisible single activity, No deadlines, Fragmented processes, Single team, Non Daily Processes
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User Story:As a solution designer, I would like to identify rework effort reduction opportunities, reduce undesired rework effort and asses its impact on the operating model
Related Inputs Volume, AHT, Business Rules, Systems & Applications, Decision Percentages
Functionality Widget insights - Shows projects total effort, total rework effort, total rework effort saving opportunity along with info including activity wise cycle time, max delays, vols, no. of business rules and suggest recommendation to reduce rework effort
User Action - User can Try Recommendations suggested by Maven or manually make changes to process map and simulate outcomes
Action Outcome- Maven will show the simulation outcomes with before and after cost, customer exp, controls and team size
Rules & Best Practices
✓ Identify the cause of high rework effort in the process and then make any process changes instead of blindly implementing maven recommendations
✓ In case maven prompts a message that saying sink & source volumes not matching, It is recommended for user to use manual process map change option to make process changes and the simulate scenarios.
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts; Deadlines ; Effort reduction – all leversCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA; Effort reduction – all leversControls - Efficacy
Implementation Steps
Process Change, Rostering, SOP Change
Process Characteristics for potential benefit
End-to-End Daily Processes – with deadlines & delays, Non–divisible single activity, No deadlines, Fragmented processes, Single team, Non Daily Processes
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User Story:As a solution designer, I would like to see the opportunity to minimize the effort spent on volumes going to undesired outcomes.
Related Inputs Volume, AHT, Business Rules, Systems & Applications, Decision Percentages , Undesired Outcome
Functionality Widget insights – Shows projects total effort, total undesired path effort, total undesired path effort saving opportunity and suggest recommendation to minimize the effort spent on volumes going to undesired outcomes
User Action - User can Try Recommendations suggested by Maven or manually make changes to process map and simulate outcomes
Action Outcome – Maven will show the simulation outcomes with before and after cost, customer exp, controls and team size.
Rules & Best Practices
✓ Identify the cause of high undesired path effort in the process and then make any process changes instead of blindly implementing maven recommendations
✓ In case maven prompts a message that saying sink & source volumes not matching, It is recommended for user to use manual process map change option to make process changes and the simulate scenarios.
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts; Deadlines ; Effort reduction – all leversCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA; Effort reduction – all leversControls - Efficacy
Implementation Steps
Process Change, Rostering, SOP Change
Process Characteristics for potential
End-to-End Daily Processes – with deadlines & delays, Non–divisible single activity, No deadlines, Fragmented processes, Single team, Non Daily Processes
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User Story:As a solution designer, I would like to see the opportunities to reduce the cost per FTE through Talent Pool / Compensation Rationalization
Related Inputs Talent pool, competency, business rules, supervisors span and salary, Work hours, Shift start & end, Volume, AHT, Wait periods, Deadlines, Release type, Project time zone, team locations
Functionality Widget insights – Shows the average skill/competency levels for each in scope team and their respective compensations per FTE.
User Action – Asses if any of the existing team’s compensations or talent pools needs to be revised based on team’s skill requirement, select new talent pools and simulate scenario to asses impact
Action Outcome - Post updating the catchments in talent pool and simulating outcomes, Maven will show impact of changing deadlines on the cost, cust exp , controls and team sizes
Rules & Best Practices
✓ Review the current qualifications and compensation for selected teams and ensure that the new talent pools meets the team’s skill & qualification requirements
Potential Impact (on other levers)
Cost – Competency & Compensation benefit %, WA – peak reduction, Skill based work allocation
Implementation Steps
SOP Change; Training; Rostering
Process Characteristics for potential benefit
End-to-End Daily Processes – with deadlines & delays, Non–divisible single activity, No deadlines, Fragmented processes, Single team, Non Daily Processes, Multiple Skill requirements15
User Story:As a solution designer, I would like to see the opportunities to optimize on cost by changing the teams location from an expensive to more economic location
Related Inputs Talent pool, competency, business rules, supervisors span and salary, Work hours, Shift start & end, Volume, AHT, Wait periods, Deadlines, Release type, Project time zone, team locations, talent pools
Functionality Widget insights – Shows current locations for existing in scope teams
User Action – Change the team’s location to a new location where the required catchments are available at a lower cost. Provide team costs and infra costs for the new location and simulate outcomes
Action Outcome – Post updating locations and the respective catchments & infra data and simulating outcomes, Maven will show impact of changing deadlines on the cost, cust exp , controls and team sizes
Rules & Best Practices
✓ While selecting new location, asses the associated costs and feasibility constraints for the new location
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts; Effort reduction –Automation, Control RedundancyCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA
Implementation Steps
Process Transition
Process Characteristics for potential benefit
End-to-End Daily Processes – with deadlines & delays, Non–divisible single activity, No deadlines, Fragmented processes, Single team, Non Daily Processes 16
User Story:As a solution designer, I would like to restructure existing teams based skill requirement to create more efficient and economic center of excellence teams
Related Inputs Work hours, Shift start & end, Volume, AHT, Wait periods, Deadlines, Release type, Project time zone, team locations, Competency, Business Rules, Forms, System, talent pool
Functionality Widget insights – Show skill based effort distributions for all teams and opportunities to cross allocate work in order to create exclusive skill based center of excellence teams
User Action – Based on skill based effort distribution allocate work based on desired teams structure.
Action Outcome – Maven will show the simulation outcomes for cross allocated work with before and after team utilization patterns and before & after process metrics of cost, cycle time , controls and team size.
Rules & Best Practices
✓ Can't partially allocate any activities here✓ While allocating to a new team, user should select the
location, set working hours, infra cost, selected catchment before running simulation
✓ While rework effort is not included in the activity effort shown here, it also gets assigned to the suggested team in case the activity is allocated.
✓ It is recommended that post restructuring teams based on skill requirements , revise the existing talents pool using “team competency & cost” widget to view desired cost savings
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Effort Reduction – Automation, Control RedundancyCust Exp – OOO Delays – shifts & WA; Bottlenecks – WAControls - Efficacy
Implementation Steps
SOP Change; Training; Rostering
Process End-to-End Daily Processes – with deadlines & delays, Non–
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Solve For Customer ExperienceSolution lever identification to reduce cycle time and improve FTR, and simulating outcomes
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Out of Office - Shifts
User Story:As a solution designer, I would like to see if there are opportunities to reduce the cycle time by removing delays caused by work incoming at out of office hours using shifts restructuring as a lever
Related Inputs Work hours, Shift start & end, Volume, AHT, Wait periods, Deadlines, Release type, Project time zone, team locations, Milestone Activity
Functionality Widget insights – Shows hourly out of office delays, effort of the delayed work units and the current shift hours for the selected teams.
User Action – Change shifts start & end times to accommodate work incoming at out of office hours and simulate outcomes
Action Outcome- Maven will show the simulation outcomes with before and after team delays for selected team & other teams, and before & after process metrics of cost, cycle time , controls and team size.
Rules & Best Practices ✓ If any work is coming at last hours of a team’s shift and the team is not able to complete it before shift end, then such work units are also considered in calculating delays on this page
✓ If the effort of the delayed work units is not significant or too less, it is recommended to use work allocation widget to remove that delay instead of changing shifts
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; ShiftsCust Exp – OOO Delays – shifts & WA; Bottlenecks –WA
Implementation Steps Rostering
Process Characteristics for potential benefit
Periodic input feeds, inter team hand offs, process deadlines and delays, cross site team locations
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Out of Office – Work Allocation
User Story:As a solution designer, I would like to see if there are opportunities to reduce the cycle time by removing delays caused by work incoming at out of office hours using work allocation as a lever.
Related Inputs Work hours, Shift start & end, Volume, AHT, Wait periods, Deadlines, Release type, Project time zone, team locations, Business Rules, Forms, System, Milestone activity
Functionality Widget insights – Shows hourly out of office delays, and the respective critical path activities which are causing out of office delays and suggests the teams which are in office at the respective hours to allocate (partial & full) the delayed work units.
User Action – Identify teams from list of suggestions to cross allocate delayed work units for selected team based on cost, available working hours and training requirements ; and simulate respective allocation scenarios to asses impact on cost, cust exp, controls and team size
Action Outcome- Maven will show the simulation outcomes with before and after utilizations for teams involved, and before & after process metrics of cost, cycle time , controls and team size.
Rules & Best Practices
✓ Can't partially allocate decision activities✓ While allocating to a new team, user should select the
location, set working hours, infra cost, selected catchment before running simulation
✓ While rework effort is not included in the activity effort shown here, it also gets assigned to the suggested team in case the activity is allocated.
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Skill based WACust Exp – OOO Delays – shifts & WA; Bottlenecks – WAControls - Efficacy
Implementation Steps
Training; Rostering
Process Characteristics for
Periodic input feeds, inter team hand offs, process deadlines and delays, cross site team locations
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Bottlenecks – Work Allocation
User Story:As a solution designer, I would like to see if there are opportunities to reduce the cycle time by removing delays caused by current team’s inability to pick up incoming work due to peak utilization at given hours
Related Inputs Work hours, Shift start & end, Volume, AHT, Wait periods, Deadlines, Release type, Project time zone, team locations, Business Rules, Forms, System, Milestone activity
Functionality Widget insights – Shows hourly bottlenecks/in office delays, and the respective critical path activities which are causing in office delays and suggests the teams which are in office at the respective hours to allocate (partial & full) the delayed work units.
User Action – Identify teams from list of suggestions to cross allocate delayed work units for selected team based on cost, available working hours, training requirements and team hourly utilizations ; and simulate respective allocation scenarios to asses impact on cost, cust exp, controls and team size
Action Outcome- Maven will show the simulation outcomes with before and after utilizations for teams involved, and before & after process metrics of cost, cycle time , controls and team size.
Rules & Best Practices
✓ Can't partially allocate decision activities✓ While allocating to a new team, user should select the
location, set working hours, infra cost, selected catchment before running simulation
✓ While rework effort is not included in the activity effort shown here, it also gets assigned to the suggested team in case the activity is allocated.
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Skill based WACust Exp – OOO Delays – shifts & WA; Bottlenecks – WAControls - Efficacy
Implementation Steps
Training; Rostering
Process Characteristics for
Periodic input feeds, inter team hand offs, process deadlines and delays, cross site team locations
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Bottlenecks -Automation and Robotics
User Story:As a solution designer, I would like to see the potential opportunities to reduce cycle time by automating work
Related Inputs
Work hours, Shift start & end, Volume, AHT, Wait periods, Release type, Project time zone, team locations , competency, Business Rules, Systems and Applications, Modes, Productivity software selection
Functionality Widget insights - Shows potential automation opportunities with respective cycle time savings along with additional information such as max delays, activity wise cycle time and volumes and categorizes them basis ease of implementation
User Action – Needs to Select the Systems that are Compatible with robotics engine and has been tested for the same.Post Hitting Save & Continue, MAVEN will Show the Activities which can be Automated where in User can select the desired Activity, mention RPA feasibility% and simulate the outcome
Action Outcome- For selected activities for automation, Maven will show the simulation outcome with a before and after metrics for Cost, Customer Experience, Cycle time of the selected path and Control of the Project
Rules & Best Practices
✓ Select the systems which don’t have any restrictions for robotics implementation.
✓ For cycle time, prioritize automating critical path activities –represented by a black triangle
✓ Explore possibility of partially automating activities involving inferencing as well
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Deadlines; Skill based WA, All effort reduction widgetsCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA, All effort reduction widgetsControl – Efficacy
Implementation Steps
System Change; SOP Change, Training , Rostering
Process End-to-End Daily Processes – with deadlines & delays, Non–divisible
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Bottlenecks - Control Redundancy
User Story:As a solution designer, I would like to identify and remove redundant controls from the project to save effort and reduce cycle time of the given path
Related Inputs Work Hours, Shift Start & End, Volume, AHT, Wait Periods, Deadlines, Release Type, Project Time Zone, Team Locations, Control Objective, Risk Type, Risk Activities, Control Mapping, Control Type
Functionality Widget insights – Shows the risk activities having more than three lines of controls and data including efficacy ratings and whether the control is on critical path or a peak activity
User Action – Select the activity which is a redundant control and needs to be removed to reduce cycle and simulate scenario to asses impact on cost, customer exp and controls
Action Outcome- Maven will simulate the control deletion scenario and show its impact on project’s cost, cust exp, control metrics, cycle time for the given path and team size
Rules & Best Practices
✓ Note that deleting a control for a given control objective/risk combination may impact other control objective as well as an activity can be acting as a control multiple risk/control objectives combinations
✓ Examine efficacy score of the control to understand effectiveness of the existing control
✓ For max cycle time reduction prioritize control activities which are on critical path
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Deadlines, Skill based WA, Effort Reduction – All leversCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA, Effort Reduction – All leversControls – Existence, Under controlled, Over Controlled, Efficiency
Implementation Steps
Business Approval , Rostering, SOP Change
Process Characteristic
End-to-End Daily Processes – with deadlines & delays, Non–divisible single activity, No deadlines, Fragmented processes, Single team, Non
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Bottlenecks - Non Productive Activities
User Story:As a solution designer, I would like to identify non productive activities and asses the impact of removing them on the overall operating model
Related Inputs
Volume, AHT, Business rules, Systems, Modes, Activity Categorization
Functionality Widget insights – Shows the effort distribution of activities into action effort, routing effort, reporting effort, record/retrieve effort
User Action – User can Auto Classify the activities or if in case Auto Classification doesn’t suit user can manually add the activities to the respective Categories. Delete non productive activities based on effort distribution across given categories
Action Outcome – Delete the selected activities and simulate outcomes to show impact on cost, customer experience and controls
Rules & Best Practices
✓ If more than 20% of the total effort is spent on any non-action categories, review the same and explore opportunity to delete the non value add effort
✓ For activities mapped as control/risk activity ,maven will show a validation error. To delete such activities go to risks module and un map the respective activity as a control
✓ For max cycle time benefit, prioritize activities on critical path
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts; Deadline, Skill based WA, Effort reduction – all leversCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA, effort reduction – all leversControls – Existence, Under controlled, over controlled, effectiveness
Implementation Steps
Business Approval , Rostering, SOP Change
Process Characteristics for potential
End-to-End Daily Processes – with deadlines & delays, Non–divisible single activity, No deadlines, Fragmented processes, Single team, Non Daily Processes
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Bottlenecks -Rework Reduction
User Story:As a solution designer, I would like to identify rework effort reduction opportunities, to solve for cycle time reduction
Related Inputs Volume, AHT, Business Rules, Systems & Applications, Decision Percentages
Functionality Widget insights - Shows projects total effort, total rework effort, total rework effort saving opportunity along with info including activity wise cycle time, max delays, vols, no. of business rules and suggest recommendation to reduce rework effort
User Action - User can Try Recommendations suggested by Maven or manually make changes to process map and simulate outcomes
Action Outcome- Maven will show the simulation outcomes with before and after cost, customer exp, cycle time for the given path, controls and team size
Rules & Best Practices
✓ Identify the cause of high rework effort in the process and then make any process changes instead of blindly implementing maven recommendations
✓ In case maven prompts a message that saying sink & source volumes not matching, It is recommended for user to use manual process map change option to make process changes and the simulate scenarios.
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts; Deadlines ; Effort reduction – all leversCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA; Effort reduction – all leversControls - Efficacy
Implementation Steps
Process Change, Rostering, SOP Change
Process Characteristics for potential
End-to-End Daily Processes – with deadlines & delays, Non–divisible single activity, No deadlines, Fragmented processes, Single team, Non Daily Processes
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Bottlenecks - Undesired Outcomes
User Story:As a solution designer, I would like to see the opportunity to minimize the effort spent on volumes going to undesired outcomes.
Related Inputs
Volume, AHT, Business Rules, Systems & Applications, Decision Percentages , Undesired Outcome
Functionality Widget insights – Shows projects total effort, total undesired path effort, total undesired path effort saving opportunity along with info including activity wise cycle time, max delays, vols, no. of business rules and suggest recommendation to reduce rework effort
User Action - User can Try Recommendations suggested by Maven or manually make changes to process map and simulate outcomes
Action Outcome – Maven will show the simulation outcomes with before and after cost, customer exp, controls and team size.
Rules & Best Practices
✓ Identify the cause of high undesired path effort in the process and then make any process changes instead of blindly implementing maven recommendations
✓ In case maven prompts a message that saying sink & source volumes not matching, It is recommended for user to use manual process map change option to make process changes and the simulate scenarios.
✓ Note that undesired outcome widget will light only in case you are solving for a path with undesired outcome activity as a milestone.
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts; Deadlines ; Effort reduction – all leversCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA; Effort reduction – all leversControls - Efficacy 26
Process Delays – BATCHUser Story:As a solution designer, I would like to see if there are opportunities to reduce the cycle time by removing delays caused by batch processing of volumes on critical path activities
Related Inputs Work hours, Shift start & end, Volume, AHT, Wait periods, Deadlines, Release type, Project time zone, team locations
Functionality Widget insights – Shows critical path activities involving batch processing which us causing process delays and provides option for simulating serial processing scenarios and its impact on cycle time for the given critical path
User Action – Identify activities involving batch processing and explore alternatives to change the same into serial processing and simulate the serial processing scenario and its impact on cost, cycle time and controls
Action Outcome- Maven will show the simulation outcomes with before & after process metrics of cost, cycle time , controls, Cycle time of the selected path and team size, and simulation changes
Rules & Best Practices ✓ Check the cause of batch processing and if the alternatives is possible before making changes and simulating outcomes
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; ShiftsCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA, Process Delays - POST
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Process Delays – POSTUser Story:As a solution designer, I would like to see if there are opportunities to reduce the cycle time by removing delays caused by wait periods specially during inter team hand offs
Related Inputs Work hours, Shift start & end, Volume, AHT, Wait periods, Deadlines, Release type, Project time zone, team location
Functionality Widget insights – Shows critical path activities getting delayed due to wait time constraints and provides option for simulating scenarios with revised wait periods.
User Action – Identify activities involving any wait periods and identify cause the existing wait period, explore alternatives to reduce wait period and simulate with revised wait period and assess its impact on cycle time for the given path
Action Outcome- Maven will show the simulation outcomes with before & after process metrics of cost, cycle time , controls and team size, and simulation changes
Rules & Best Practices ✓ Check mode of incoming volumes for activity with a wait time to examine cause the existing wait period
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; ShiftsCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA Process delays - POST
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FTR – Undesired Outcomes
User Story:As a solution designer, I would like to see if there are opportunities to increase first time right volumes by reducing volumes flowing to undesired outcomes.
Related Inputs Work hours, Shift start & end, Volume, AHT, Decision Percentages, Wait periods, Deadlines, Release type, Project time zone, team location, business rules
Functionality Widget insights – Shows % of volumes flowing to undesired outcomes and the respective path and option to examine decision outputs leading to undesired outcome & simulate impact of change on project metrics of cost, cust exp & controls
User Action – Identify activities on undesired outcomes path, asses based on data available – vols, business rules, cycle time and simulate any decision probability changes
Action Outcome- Maven will show the simulation outcomes with before & after process metrics of cost, cycle time , controls and team size, and simulation changes
Rules & Best Practices ✓ Assess cause of high volumes being rejected/ flowing to undesired outcomes before blindly changing the decisions %s
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Effort reduction – RW, UO, Control redundancy, NVA & AutomationCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA FTR – UO and RW, Effort reduction – RW, UO, Control redundancy, NVA & Automation
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FTR – ReworkUser Story:As a solution designer, I would like to see if there are opportunities to increase first time right volumes by reducing rework volumes
Related Inputs Work Hours, Shift Start & End, Volume, AHT, Decision Percentages, Wait Periods, Deadlines, Release Type, Project Time Zone, Team Location, Business Rules
Functionality Widget insights – Shows % of volumes looping back ads a rework in the process and the respective rework paths and option to examine decision outputs leading to rework loops & simulate impact of change on project metrics of cost, cust exp & controls
User Action – Identify activities on rework path, asses cause based on data available – vols, business rules, cycle time and simulate any decision probability changes
Action Outcome- Maven will show the simulation outcomes with before & after process metrics of cost, cycle time , controls and team size, and simulation changes
Rules & Best Practices ✓ Assess cause of high volumes being looped back before blindly changing the decision %s
✓ A high rework% may be caused due to inadequate or inefficient controls structure. Hence, it is recommended to examine control environment as well to reduce rework%
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Effort reduction – RW, UO, Control redundancy, NVA & AutomationCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA FTR – UO and RW, Effort reduction – RW, UO, Control redundancy, NVA & Automation
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Solve For ControlsSolution lever identification to improve control environment and simulating outcomes
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Control ExistenceUser Story:As a solution designer, I would like to identify open risks, apply new controls (if required) and asses its impact on cost of project, customer experience and controls
Related Inputs
Control Objective, Risk Type, Risk Activities, Control Mapping, Control Type
Functionality Widget insights – Lists down all control objectives and related risks and shows number of activities with open risks or risks marked as acceptable, number of risk activities with an existing control and number of activities with control out of project.
User Action – Asses the open risk activities and apply a new control by adding a control pattern from maven library, operationalize and customize the selected new control pattern, save and asses the impact on overall operating model
Action Outcome- Maven will add a new control pattern for the selected risk activity and simulates outcomes to show impact on overall cost, customer exp, controls existence and team size.
Rules & Best Practices
✓ Note that applying a new control will make permanent changes to project unless changes are discarded on simulation outcomes page
✓ If any risk activity has an existing control which is not applied, it is recommended for user to go to risks module and apply existing controls, instead of doing it through this widget
✓ If any risk does not apply to any of the activities shown here, it is recommended for user to got o risks module and remove the selected activity from the list of risk activities, instead of doing it through this widget
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Deadlines, Skill based WA, Effort Reduction – All leversCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA, Effort Reduction –All leversControls – Existence, Under controlled, Over Controlled, Effectiveness
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Under controlledUser Story:As a solution designer, I would like to identify under controlled risks and apply control (if required) and asses its impact on cost of project, customer experience and controls
Related Inputs Control Objective, Risk Type, Risk Activities, Control Mapping, Control Type
Functionality Widget insights – Lists down all control objectives and related risks and shows number of risk activities having less than 3 lines of defense (maker-checker-auditor) along with the respective controls path and additional activity info including business rules, systems used and mode of input for selected control activity,
User Action – Asses the under controlled risk activities and apply a new control by adding a control pattern from maven library, operationalize and customize the selected new control pattern, save and asses the impact on overall operating model by simulating outcomes
Action Outcome- Maven will add a new control pattern for the selected risk activity and simulates outcomes to show impact on overall cost, customer exp, controls existence and team size.
Rules & Best Practices
✓ Before applying a new control asses the efficacy score of existing controls (based on additional data shown on widget) and whether an adding an additional layer of control is actually required
✓ Note that applying a new control will make permanent changes to project unless changes are discarded on simulation outcomes page
✓ You can only apply control after the last existing control activity in the given control path
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Deadlines, Skill based WA, Effort Reduction – All leversCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA, Effort Reduction – All leversControls – Existence, Under controlled, Over Controlled, Effectiveness
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Over controlledUser Story:As a solution designer, I would like to identify over controlled risks, remove additional level of controls and asses its impact on cost of project, customer experience and controls
Related Inputs Control Objective, Risk Type, Risk Activities, Control Mapping, Control Type
Functionality Widget insights – Lists down all control objectives and related risks and shows number of risk activities having more than 3 lines of defense (maker-checker-auditor) along with the respective controls path and additional activity info including business rules, systems used and mode of input for selected control activity,
User Action – Asses the over controlled path for the given risk activities, remove redundant control activities and simulate outcomes
Action Outcome- Maven will simulate the control deletion scenario and show its impact on project’s cost, cust exp, control metrics and team count
Rules & Best Practices
✓ Before deleting a control asses the efficacy score of existing controls (based on additional data shown on widget)
✓ Note that removing a control activity will make permanent changes to project unless changes are discarded on simulation outcomes page
✓ Note that deleting a control for a given control objective/risk combination may impact other control objective as well as an activity can be acting as a control multiple risk/control objectives combinations
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Deadlines, Skill based WA, Effort Reduction – All leversCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA, Effort Reduction – All leversControls – Existence, Under controlled, Over Controlled, Effectiveness
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EffectivenessUser Story:As a solution designer, I would like to identify controls having lower efficacy leading to ineffective controls structure and improve the same
Related Inputs Control Objective, Risk Type, Risk Activities, Control Mapping, Control Type, Business rules
Functionality Widget insights – Lists down all control objectives and related risks and shows number of risk activities with poor or average controls along with the efficacy calculation criteria .
User Action – Asses risks activities with poor or average controls and identify cause for poor/average efficacy and solve to as per maven suggestion – copy business rules, change teams or bring controls closer to process
Action Outcome- Maven will simulate respective scenario and andshows impact on project’s cost, cust exp, control metrics and team count
Rules & Best Practices
✓ Implementing suggestions from “ no. of intervening activities” may lead to sink & source issues – in this case, make process map changes in enrich process map page to resolve sink & source error and run project outcomes
Potential Impact (on other levers)
Cost - Work Allocation; Team Merger; Shifts, Deadlines, Skill based WA, Effort Reduction – All leversCust Exp – OOO Delays – shifts & WA; Bottlenecks – WA, Effort Reduction – All leversControls – Effectiveness 35
