Enhance collection

By: Subhash Mandal Dated 30 Jun 2013

Enhance collection : LN - CSF

2

VOICE OF THE CUSTOMER - VOC

Customer Comments Critical to quality-CTQs

Michelle Brown : Director of Consumer

Sales Finance, LexisNexis

The client was unhappy due to not meeting of collection target set by

them in the last quarter.

In the last quarter, the team achieved a target of $2.787 million against the target of $3.80 million which is from

the total AR of $15.20 million

End customer – Account-holders, Consumer Sales

Finance, LexisNexis

The collectors were unable to get proper connects and contacts which eventually made them to get lesser promises, lesser conversion & kept

rate and ultimately collection reduced drastically against the target.

Expected to meet collection team-target of 25% out of the total AR

volume , i.e., average of $12,500 by each collector.

Process owner-VP, Collections, CSF, LN

Collection team for CSF were unable to meet the past-due collection target

in the last quarter.

Past-due collections = Collecting at least 25% of the total AR Volume.

DDEFINE

3

PROJECT CHARTER

Business case: Genpact is the renowned outsourcing companies in India, with its clients are from across the globe. It is in business with the clients majorly in financial sector apart from software and IT.

LN-Consumer Sales Finance’ (LN-CSF) is one of the major clients for Genpact since 2008. GE-CSF provides products and services to its end user customers on credit. The process of LN-CSF was unable to meet the collection target in the last quarter of year 2012 resulting to customer dissatisfaction. If the same persist consecutively for three quarters, the client may take away the business. Hence, lies the opportunity to satisfy the customer and increase company revenue by meeting the collection target set by the client.

Team:

Sponsor – Ajay Munjal MBB - Sumanto Chaterjee Champion - Harish Rathod Process owner – Yogesh Pitaliya BB - Subhash Mandal GB - Raheem Khan Team member – Avinash Tripathy

Problem Statement: Past-due collection in the last quarter was 18% of the total AR, against the target of 25%. More than 80% of the total agents were unable to meet the collection target of 25% from their individual AR. The achievement of collection target will improve the business delivery and eventually enhance opportunity to earn more revenue to the company. The client might pull back the business if target is not met in the next quarters.

Goal Statement: To improve the collection efficiency of the process to achieve minimum target of 25% of the total AR by the next quarter ending on the June 30th 2013.

In Scope: The LN-Consumer Sales Finance team and cash application team in Gurgaon, Delhi & Kolkata.

Out Scope: Other LN processes.

Milestones Target Date Actual dateD 15/Mar/2013 20/Mar/2012

M 20/Apr/2013 30/Apr/2013

A 15/May/2013 20/May/2013

I 5/Jun/2013 10/Jun/2013

C 25/Jun/2013 30/Jun/2013

DDEFINE

4

ARMI

Key StakeholdersARMI Worksheet

Define Measure Analyze Improve Control Stakeholder - Vikram Reddy

I I I I I

Sponsor - Ajay Munjal

I I I I I

Champion - Harish Rathod

I & A I & A I & A I & A I & A

MBB - Sumanto Chaterjee

I & A I & A I & A I & A I & A

BB - Subhash Mandal

I & A I & A I & A I & A I & A

Process owner - Yogesh Pitaliya

I & M I & M I & M I & M I & M

GB - Raheem Khan

A & M A & M A & M A & M A & M

Team members - Avinash Tripathy

M M M M M

Communication PlanInformation or activity Target audience Information channel Who When

Project status Leadership E-mailsSumanto Chaterjee,

Yogesh Pitaliya, Harish Rathod

Bi-weekly

Tollgate reviewMBB, Black-belt, GB & Champion

E-mails and/or Meetings

Sumanto Chaterjee, Subhash Mandal, Raheem

Khan, Harish Rathod

As per project progresses

Project deliverables and activities

MembersE-mails and/or

MeetingsAll Weekly

A – Approval of team decisions I.e., approver, sponsor, business leader.R – Resource to the team, one whose expertise & skills may be needed on an ad-hoc basis.M – Member of team – whose expertise will be needed on a regular basis.I – Interested party, one who will need to be kept informed on direction, findings during the project.

DDEFINE

5

SIPOCD

DEFINE

SUPPLIER INPUT PROCESS OUTPUT CUSTOMER

(Provider of the required resource)

(Resources required by the process)

(Description of the activity)

(Deliverables from the process)

(Whoever receives the deliverables from the

process)

AWAYA system and networking

AWAYA system and call master

Collector makes an outbound call

Call gets connected and speak with the customer

LN-CSF customer

AWAYA system and networking

Call master

Agent discusses the outstanding balance on account with the

customer

Customer gets to know about his/her account

and payment due statusLN-CSF customer

Human resource Collector Customer promises

to make the payment by a scheduled date

Collector takes the necessary details and

updates the information into the system

LN-CSF customer

LN-CSF customerCollector/Cash

applicator

Cheque payment is received at vendors

end

Make update on the account stating that payment is received

LN-CSF customer

HR/Process owner Cash applicator

Payment is applied towards respective invoice as per the

remittance

Account/invoice is recognized properly to

avoid any misapplication of payment

LN-CSF customer

HR/Process owner Cash applicatorInvoice is closed

after the payment is applied

Payment is applied as per remittance to close

invoice/account and notes are updated

LN-CSF customer

PROCESS MAP - FLOW CHARTD

DEFINE

START

Collector checks account

details and makes pre call

research

Is the account/invoice

past due?

YES

NO

Is the e-mail address/ phone no. valid/correct

to make contact?

Make notes on thedata-sheet/work

queue as account is current, no need to

contact the customer.

STOP

NOActions to get phone no./e-mail ID:

1.Route the acc to skip-trace team to find valid phone No./e-mail ID.2.Seek help from account manager to get better/valid contact no./e-mail address.3.Search contact no./e-mail address in online search engines, directory assistance,

white-pages, yellow-pages etc.

YES

Does collector gets right party to

speak with?

NOLeave a voice-mail message or at reception giving account

no.,& your call back no. requesting to call

YES

Get the phone no./e-mail ID to

contact the customer

Customer promises

a payment?

Put proper follow-up date of few days on the

account to call again later

Collector makes outbound call or sends e-mail to the customer

asking for payment status

Update new E-mail ID/phone no. in the

system after validating from

customer

Discuss invoice/account’s past-due status and ask for

payment update

Customer disputes

the invoice/ charges?

Customer doesn’t promise any

payment

Is the disput

e valid?

Route a/c to dispute

handling team.

YES

Capture payment details & update in

the system

Take approval to write-off

charge/invoice

Have we received

the payment?

NO

NO

Make notes on the account stating

that the payment is received

NO

YES

YES

YES

NO

7

MMEASURE

KPI Operational Definition Defect DefPerformance

Std

Specification LimitOpportunit

yLSL USL

CE

The total amount of dollars collected by a collector in a specific time period out of

total individual AR provided to him

Any collection made below 25% of the total individual AR

provided

25% of the total individual AR

25% NATotal

individual AR

KPI Data Type

Data Items Needed

Formula to be used

Unit

SecPlan to sample

What Database or Container

will be used to record this data?

Is this an existing

database or new?

If new, When will

the database be ready for use?

When is the planned

start date for data

collection?

CEContinuo

us

CE, Total AR, TOS, Connect,

Conversion, PTP made, Kept

CE= (Individual Collection/Total

individual AR)/100

Percentage

MS Excel Existing NA NAOct-12 to Dec-

12

DATA COLLECTION PLAN

8

MMEASURE IMR CHART - PRE IMRPOVEMENT

The process is MISSING THE TARGET and is OUT OF CONTROL as well because:a)As per Individual Value Chart; mean is 9,170; lesser than the lower control limit target of 12,500b)There is special cause variation in the process as well.

9

MSA - GAGE R&R ANOVAM

MEASURE

As all the RULES for Gage R & R ANOVA method are SATISFIED by the data, so

we can take this data for further Analysis

3 Golden Rules of GageR&R :1)GageR&R as a percentage of contribution towards total variation should be smaller that part-to-part variation.2)GageR&R as a percentage of tolerance towards total variation:

a) Accept, if less than 10%b) May accept with caution if between 10-30%c) Reject if greater than 30%

3)No. of distinct categories should be equal to or greater than 4

Gage R&R %ContributionSource VarComp (of VarComp)Total Gage R&R 4390222 6.89Repeatability 4189410 6.58Reproducibility 200812 0.32Operator 200812 0.32Part-To-Part 59320159 93.11Total Variation 63710381 100.00

Study Var %Study VarSource StdDev (SD) (6 * SD) (%SV)Total Gage R&R 2095.29 12571.7 26.25Repeatability 2046.80 12280.8 25.64Reproducibility 448.12 2688.7 5.61Operator 448.12 2688.7 5.61Part-To-Part 7701.96 46211.7 96.49Total Variation 7981.88 47891.3 100.00

Number of Distinct Categories = 5

10

STABILITY : RUN-CHART

MMEASURE

As P-value for Mixture, Cluster, Trend & Oscillation are greater than 0.05, the Data

is STABLE.

11

MMEASURE NORMALITY TEST

As per the normality test, P-VALUE < 0.05, we conclude that the data for the project is NOT-NORMAL

12

MMEASURE CENTERING vs VARIATION - GRAPHICAL SUMMARY

As P-value < 0.05, the data is not-normal so we take MEDIAN as the measure of central tendency.

The mean & median both are lesser than target & range of the process is 18,337.5 which indicates that we have to work towards the centering as well as variation of the process

As per the Graphical summary:1.The median is 8838 & mean is 9170 against the target of 12,500 so both, MEAN & MEDIAN ARE LESSER THAN TARGET.2.Std. dev is 3091.6 which tells the DEVIATION FROM MIDDLE VALUE IS LARGE3.The IQ range is 3829 which is also a HUGE DIFFERENCE IN EACH TEAM-LEADERS COLLECTION

13

MMEASURE PROCESS CAPABILITY

As the Process is working at a sigma level of 0.4 and the DPMO is 848,684, so, there is a great opportunity for Improvement in

the process

Z-Value

Mean 9,170

Std. Dev. 3,092

USL 45,000

DPMO 848,684

Sigma level 0.40

14

AANALYZE CAUSE & EFFECT DIAGRAM

15

AANALYZE POTENTIAL Xs

Sr. no. Potential X Description Data type Test to be done

1 Time on system(TOS)Total duration a collector was available on the system on

production.Continuous Regression test

2 UtilizationActual amount of time used by the collector in making collection

efforts, if > 80% PASS else FAILDiscrete Mann Whitney test

3 Work/Connect No. of people at the answering-end collector speaks with DiscreteMood‘s median

test

4 Right party contact(RPC)No. of authorized person the collector spoke with & discussed

about the account detail asking for the paymentDiscrete

Mood's median test

5 Average Payment Size Average amount of payment collected under each team-leader Continuous Regression Test

6Promise to pay

made(PTP)No. of RPC who promised to pay soon, already made the payment

recently or pays over the call by credit-card or checkDiscrete

Mood‘s Median test

7 Conversion % No. of calls in which RPC got converted to PTP DiscreteMood‘s Median

test

8 Kept No. of calls in which the PTP made were actually fulfilled Discrete Mann Whitney test

9 Previous experience Collectors past experience before joining collections DiscreteMood's median

test

10 TenureDuration in years and months a collector has been working in

current organization/processContinuous Regression test

11 Gender male or female collector Discrete Mann Whitney test

12 Shifts Whether collector is working in morning, evening or night shift Discrete Mood's Median test

13 Process Knowledge How much the collector is aware about current collection process Discrete Mann Whitney test

14 Marital Status Whether collector is married or single Discrete Mann Whitney test

15 Education what is the educational background of the collector Discrete Mann Whitney test

16 Total ExperienceWhat is the total no. of years & months the collector has worked

in the past till now.Continuous Regression test

16

AANALYZE COLLECTION vs TOS - REGRESSION TEST

Regression Analysis: Individual Collection vs TOS

The regression equation is :Individual Collection = 7,726 + 2.81 x TOS

Analysis of VarianceSource DF SS MS F PRegression 1 3618691 3618691 0.38 0.539Residual Error 302 2892392492 9577459Total 303 2896011184

As P-Value (0.539) > 0.05, TOS doesn’t have any significant impact

on collection, hence, we accept ‘Ho’ & no further analysis needed.

The scatter-plot graph between

Collection & TOS shows no regression

17

AANALYZE

Mann-Whitney Test and CI: FAILs, PASSes

COLLECTION vs UTILIZATION - MANN WHITNEY TEST

N MedianFAILs 87 9661.4PASSes 217 8667.7

Test of ETA1 = ETA2 vs ETA1 not = ETA2 is significant at 0.0162

As P-Value (0.0162) < 0.05, Median of FAILs is NOT equal to Median of PASSes, hence we accept ‘Ha’. In the Box-plot

above, we can see that, more than 75% of collectors, in both Pass & Fail, don’t meet their collection target of $12,500.

Hence, we’ll further break-down this.

18

AANALYZE COLLECTION vs CONNECT - MOOD'S MEDIAN TEST

Mood's median test for Individual Achievement

Chi-Square = 3.80 DF = 4 P = 0.433

Mood's Median Test : Individual Collection vs Connect Category

Individual 95.0% CIsCategory N<= N> Median Q3-Q1 -----+---------+---------+---------+- A 47 50 8910 3321 (--*-) B 62 50 8301 4065 (*--) C 37 48 9165 4553 (-*--) D 3 1 6599 3993 (-----*-----------) E 3 3 7870 7447 (---------------*----------------) -----+---------+---------+---------+- 5000 7500 10000 12500Overall median = 8839

As P-Value (0.433) > 0.05, Median of work/connect are almost equal to each other, hence, we accept ‘Ho’ & no

further analysis needed.

Category Work/Connect

A 6000 - 10,000

B 10,000 - 14,000

C 14,000 - 18,000

D 18,000 - 22,000

E 22,000 - 26,000

19

AANALYZE COLLECTION vs RPC - MOOD'S MEDIAN TEST

Mood's Median Test : Individual Collection vs RPC Category Individual 95.0% CIs

RPC Category N<= N> Median Q3-Q1 -+---------+---------+---------+----- A 1 0 5853 * B 27 8 7518 2945 (-------*---) C 30 30 8841 5060 (-----*----) D 41 40 8668 3359 (--*-----) E 38 45 9007 4191 (---*---) F 11 23 10288 4364 (--------*--------) G 4 6 10289 4152 (----------------*---------) -+---------+---------+---------+----- 6400 8000 9600 11200Overall median = 8839

Mood's median test for Individual Collection

Chi-Square = 15.55 DF = 5 P = 0.008

As P-Value (0.008) < 0.05, Medians of RPC Category are significantly different from each other, hence, we accept ‘Ha’ &

will do further analysis on RPC.

Category RPC No. rangeA 1 to 99B 100 to 199C 200 to 299D 300 to 399E 400 to 499F 500 to 599G 600 to 699

20

AANALYZE COLLECTION vs AVERAGE PAYMENT SIZE - REGRESSION TEST

Regression Analysis : Individual Collection vs Average Payment Size

The regression equation is : Individual Collection = 9,194 - 0.14 x Average Payment Size

Analysis of VarianceSource DF SS MS F PRegression 1 23115 23115 0.00 0.961Residual Error 302 2895988068 9589364Total 303 96011184

As P-Value (0.961) > 0.05, hence we accept Ho, Average Payment Size doesn’t have any impact on

Collection

The scatter-plot graph between Collection & Average Payment Size shows no regression

21

AANALYZE COLLECTION vs PTP - MOOD'S MEDIAN TEST

Mood's Median Test : Individual Collection vs PTP Made Category

PTP Made Category Individual 95.0% CIs N<= N> Median Q3-Q1 ------+---------+---------+---------+

A 19 28 9590 4624 (------*-----------) B 109 98 8668 3750 (--*--) C 13 10 8548 3824 (---------*------) D 6 8 8944 3965 (---------------*-----) E 5 8 9519 3921 (---------------*--------) ------+---------+---------+---------+ 7500 9000 10500 12000Overall median = 8839


Chi-Square = 3.68 DF = 4 P = 0.451

As P-Value (0.451) > 0.05, Median of PTP made Category are almost equal to each other, hence, we accept ‘Ho’

22

AANALYZE COLLECTION vs CONVERSION % - MOOD‘S MEDIAN TEST

Mood's Median Test : Individual Collection vs Conversion % Category

Individual 95.0% CIsConversion % Category N<= N> Median Q3-Q1 -----+---------+---------+---------+-

A 93 108 8996 4098 (-*--)B 29 31 9000 4188 (-----*--)C 23 8 7799 3378 (------*---)D 4 3 7043 5084 (-----*---------------------)E 3 2 7822 3985 (-------------*---------)

-----+---------+---------+---------+- 6000 8000 10000 12000Overall median = 8839


Chi-Square = 8.79 DF = 4 P = 0.067

As P-Value (0.067) > 0.05, Median of Conversion % Category are almost equal to each other, hence, we

accept ‘Ho’

23

AANALYZE COLLECTION vs KEPT - MOOD'S MEDIAN TEST

As P-Value (0.333) > 0.05, Median of Kept are almost equal to each other, hence, we accept ‘Ho’

Mood Median Test: Individual Collection vs Kept Category

Kept Individual 95.0% CIsCategory N<= N> Median Q3-Q1 --+---------+---------+---------+---- A 49 50 8964 3909 (---*--) B 75 73 8778 4348 (--*--) C 15 11 8392 3072 (----*----) D 7 12 9850 4972 (---------*-----) E 5 4 7822 3635 (----------*--------) F 1 2 10730 7143 (-------------------------*---------) --+---------+---------+---------+---- 6000 8000 10000 12000

Category RangeA 0 - 19B 20 - 39C 40 - 59D 60 - 79E 80 - 99F 100 - 120

Mood median test for Individual Collection

Chi-Square = 2.41 DF = 5 P = 0.790

Overall median = 8839

24

AANALYZE COLLECTION vs PAST EXPERIENCE - MOOD'S MEDIAN

TESTMood's Median Test: Individual Collection vs Previous experience

Previous experience N<= N> Median Q3-Q1Collections 53 85 9275 3473Customer service 13 67 11174 3222Other business 86 0 6125 2419

Individual 95.0% CIsPrevious experience -+---------+---------+---------+-----Collections (*-)Customer service (--*---)Other business (-*-) -+---------+---------+---------+----- 6000 8000 10000 12000Overall median = 8839


Chi-Square = 129.87 DF = 2 P = 0.000

As P-Value (0.000) < 0.05, Median of Past experience are different from each other, hence, we accept ‘Ha’ & will do further

analysis on Past experience

25

AANALYZE COLLECTION vs TENURE – REGRESSION TEST

Analysis of Variance

Source DF SS MS F PRegression 1 319260699 319260699 37.42 0.000Residual Error 302 2576750484 8532286Total 303 2896011184

As P-Value (0.000) < 0.05, Tenure has significant impact on collection, hence, we accept ‘Ha’. In the Box-plot above, we see that three different tenures have different collection although

none achieves collection target of $12,500Hence, we will do further analysis on Tenure.

`

The regression equation is : Individual Collection = 6976 + 1313 x Tenure

Regression Analysis: Individual Collection vs Tenure

26

COLLECTION vs GENDER – MANN WHITNEY TESTA

ANALYZE

N MedianFemale Collection 54 9239.5

Male Collection 250 8685.5

As P-Value (0.0569) > 0.05, Median of Female Collection is almost equal to median of Male

Collection, hence we accept ‘Ho’


Mann-Whitney Test and CI : MALE & FEMALE COLLECTION

27

AANALYZE COLLECTION vs SHIFTS - MOOD'S MEDIAN TEST

Mood's Median Test : Individual Collection vs Shifts

Individual 95.0% CIsShifts N<= N> Median Q3-Q1 ---------+---------+---------+-------Evening 48 54 8919 4202 (----------*------------)Morning 55 54 8793 3985 (----------*-----------)Night 49 44 8624 4088 (------------*----------) ---------+---------+---------+------- 8400 9000 9600Overall median = 8839


Chi-Square = 0.63 DF = 2 P = 0.729

As P-Value (0.729) > 0.05, Medians of Evening, Morning or Night shifts are almost same to each

other, hence, we accept ‘Ho’

28

AANALYZE COLLECTION vs PROCESS KNOWLEDGE - MANN WHITNEY TEST

As P-Value (0.1543) > 0.05, Medians of Pass vs Median of Fail are almost same to each other,

hence, we accept ‘Ho’

N MedianPass 136 8953.8

Fail 168 8676.4

In process knowledge test,

people scoring 80% or above were

considered PASS, else FAIL.


Mann-Whitney Test and CI : Pass, Fail

29

AANALYZE COLLECTION vs MARITAL STATUS - MANN WHITNEY TEST

N MedianMarried 101 8911.7

Unmarried 203 8686.0

As P-Value (0.8844) > 0.05, Median of Married Collection is almost equal to median of Unmarried

Collection, hence we accept ‘Ho’


Mann-Whitney Test and CI : Married, Unmarried

30

AANALYZE COLLECTION vs EDUCATION - MOOD’S MEDIAN TEST

Mood Median Test : Individual Collection vs Education

Individual 95.0% CIsEducation N<= N> Median Q3-Q1 -------+---------+---------+---------Graduate 114 113 8820 3846 (-------*------)Postgraduate 15 15 8656 3308 (----------*--------------------)Undergraduate 23 24 8866 3722 (-----------*----------------) -------+---------+---------+--------- 8400 9100 9800

Overall median = 8839

Mood median test for Individual Collection

Chi-Square = 0.03 DF = 2 P = 0.987

As P-Value (0.987) > 0.05, Medians of Graduate, Postgraduate and Undergraduate are almost same to

each other, hence, we accept ‘Ho’

31

AANALYZE

S = 3093.65 R-Sq = 0.2% R-Sq(adj) = 0.0%

Analysis of Variance

Source DF SS MS F PRegression 1 5666737 5666737 0.59 0.442Residual Error 302 2890344446 9570677Total 303 2896011184

COLLECTION vs TOTAL EXPERIENCE - REGRESSION TEST

As P-Value (0.442) > 0.05, Total Experience doesn’t have any significant impact on collection, hence, we accept ‘Ho’

& no analysis needed.

The regression equation is : Individual Collection = 9482 – 142 x Total Experience

Regression Analysis : Individual Collection vs Total Experience

32

AANALYZE VITAL Xs FROM POTENTIAL Xs

Sr. no.

Potential X Description Data type Test to be done P-ValueImpact (Y/N)

1 Time on system(TOS)Total time duration of time a collector was available on

the systemContinuous Regression test 0.5390 N

2 UtilizationActual amount of time used by the collector in making

collection effortsDiscrete Mann Whitney test 0.0162 Y

3 Work/Connect No. of people at the answering-end collector speaks with Discrete Mood's median test 0.4330 N

4Right party

contact(RPC)

No. of authorized person the collector spoke with & discussed about the account detail asking for the

paymentDiscrete Mood's median test 0.0080 Y

5 Average Payment SizeAverage amount of payment collected under each team-

leaderContinuous Regression test 0.9610 N

6Promise to pay

made(PTP)

No. of RPC who promised to make payment, already made the payment or pays on call by credit-card or

checkDiscrete Mood's median test 0.4510 N

7 Conversion% No. of calls in which RPC got converted to PTP Discrete Mood's median test 0.0670 N

8 Kept No. of calls in which the PTP made were actually fulfilled Discrete Mood's median test 0.7900 N

9 Previous experience Collectors past experience before joining collections Discrete Mood's median test 0.0000 Y

10 TenureDuration in years and months a collector is working in

current organizationContinuous Regression test 0.0000 Y

11 Gender male or female collector Discrete Mann Whitney test 0.0569 N

12 ShiftsWhether collector is working in morning, evening or

night shiftDiscrete Mood's median test 0.7290 N

13 Process KnowledgeHow much the collector is aware about the collection

processDiscrete Mann Whitney test 0.1543 N

14 Marital Status Whether collector is married or single Discrete Mann Whitney test 0.8844 N

15 Education what is the educational background of the collector Discrete Mood's median test 0.9870 N

16 Total ExperienceWhat is the total no. of years & months the collector has

worked in the past till now.Continuous Regression test 0.4420 N

33

AANALYZE VITAL Xs

Based on the analysis conducted on the 16 Potential Xs, 4 vital Xs have been found. These are:-

1.Utilization2.Right Party Contact3.Previous experience4.Tenure

We are going to break-down and analyze the above 4 vital Xs to get some in depth results.

34

IIMPROVE QUALITY FUNCTIONAL DEPLOYMENT

35

IIMPROVE FMEA : RISK TREATMENT PLAN

36

CCONTROL CONTROL PLAN

Activities Responsibilities Frequency

Regular team-meeting Team-leaders/Manager Weekly

Process updates Team-leaders/Manager Weekly

Managing breaks & other corrective session SME/Operations Weekly

System/technology briefing SME/Operations Fortnightly

Check system, software & phone-line SME/Operations Weekly

Call listening session Trainer Monthly

Call & E-mail quality discussion Trainer Monthly

Skips with the HR HR-Operations Quarterly

Reward & recognitions HR-Operations Quarterly

Hire experienced agents HR-Hiring Half-yearly

Programs for vintage agents HR-Operations Half-yearly

37`

CCONTROL Median of Enhanced collection

Before the project , less than 25% of the agents were above the collection target of $12,500,

whereas post improvement, more than 75% of the agents are above the collection target of $12,500

38

GRAPHICAL SUMMARY : POST IMPROVEMENT

Most of the collectors

have achieved the

collection target of $12,500 after the project

Post Project:

Mean:15,869 Median :15,953 StDev:2,184

CCONTROL

39

CCONTROL BAR GRAPHS : PRE vs POST DATA

MeanPre-improvement:

9,170.44Post-improvement:

15,869.18

MedianPre-improvement:


15,953.00

Standard DeviationPre-improvement:


2,183.92

40

CCONTROL SIGMA LEVEL : PRE vs POST DATA

Pre improvement Collection Post improvement Collection

No. of defects were 258 out of 304 opportunities No. of defects are 23 out of 304 opportunities

DPMO was 848, 684 DPMO is reduced to 75,658

Sigma level was 0.5 Sigma level has changed to 2.9

41

CCONTROL IMR-CHART : PRE vs POST DATA

Prior to improvement, there were special cause variation so the process was statistically out of control, however, post-

improvement there is no special cause variation and the process is statistically in control

Economy & Finance

Enhance collection