Six Sigma Project for Improving FCR

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Project Name : improving first call resolutionProject Owner : mithlesh nautiyal

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

10/June/2010 11/March/2010 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 Measure Analyze Analyze Improve Improve Control Control

Overview

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Define

1. Blank2. Project Charter3. Terms and Acronyms Used4. ARMI & Communication Plan5. COPIS6. Process Map

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Customer Sample CommentsKey Output Characteristics

Important to Customer (CTQ's)

Shishir Singh (Manager) Process is performing at 77% FCR against the

target of 95% FCR, thereby there is a scope to

improve First call resolution.

Customers do not get resolution of

their query at first that is why they

have to call again and again.

Sunil Kumar (Assistant

Vice President)

First call resolution is not up to the mark hence

customer are not happy

Customer plans to switch services.

Pranay Kumar (VP) Process is not able to achieve SLA and

timeliness

Loss of Business

Define

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In Scope:

1.Any kind of calls related to like HCFA, NUCC, C4, UB04 and UB92.

2.Escalated calls.

Out of Scope:

1.Any associate who hadn’t completed 3 months on production floor, post completion of process training.

2.Any technical changes during one month..

Business Case:

ABC Ltd is one of the leading BPO organization which recently acquired Medical Billing process related to provide information on their medical bills to claim insurance. First call resolution is the primary aspect that customer seeks. It has been observed that we have been facing FCR. If required action is not taken now, it could result not only dissatisfaction of customer but loose business as well.

Problem Statement:

Having looked on the data of June’ 10 it has been observed that process has been performing at the average of 77% in FCR against the target of 95%. Not providing solution to customers when they need can be big loss of business.

Goal Statement:

To improve FCR % from 77% to 95% within specified period of 6 months.

Project Charter

Target Date Actual Date

Start Date 03/25/13 09/30/13

Define 03/25/13 04/15/13

Measure 04/16/13 05/15/13

Analyze 05/16/13 06/15/13

Improve 06/16/13 07/15/13

Control 07/16/13 09/31/13

High Level Project Plan

Define

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Definitions:

Indicators Definition

FTR First Time Resolution

Emp ID A unique identification number assigned to a particular employee

Shift Morning, Evening and Night

TL Name Person who handles a particular team

TM Name Person who handles a team of TL

CQ % Quality percentage of each individual

ICE %

Circle Location of Office

Terms and Acronyms Used Define

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Key Stakeholders Define Measure Analyze Improve Control

Champion (G.P) A A A A A

MBB (J.P. Sharma) I I I I I

BB (Mithlesh N.) M M M M M

GB (Subroto) R R R R R

Team Member R R R R R

Message Audience Media Who When

Project Status Subroto Email/Meeting Mithlesh Nautiyal Weekly

Project Team Meeting QA Team Email/Meeting Mithlesh Nautiyal When Required

Project Process Tracking

All Email Mithlesh Nautiyal Weekly

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 PlanCommunication Plan

Define

ARMI WorksheetARMI 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?

(Client) (Resolved Problem) (Agent Receives Calls) (Incoming call ) (Client)

COPIS Define

(Greet Customer and Ask Issue)

(Understand Problem)

(Resolve Problem)

(End Call)

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Process Map Define

Call Received

Greet Customer & Ask Issue

Customer Raises the Issue

Under Warrant

y

Escalate to Out of Warranty

Dept.

No

Yes

Handle Troubleshoot

Resolve Issue and Paraphrase

End Call

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Measure

1. Data Collection Plan2. Measurement System Analysis3. Process Capability

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Y OperationalDefinition

DefectDefinition

PerformanceStandard

Specification Limit

Opportunity

FCR % Any call which is resolved at 1st time

Any call which is not resolved at 1st

time

LSL = 90%USL = 95%

Calls received in month of May’10

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

FCR % Continuous No. of Call Yes Excel Sheet Existing N/A 03/26/13

Data Collection Plan

Equipment Used for

measurement

Equipment Calibration Information

ResponsibilityAny

Training need

Operator Information

Operator & Equipment

Mithlesh Nautiyal

Subroto No Subroto Karak and

Ravi Kumar

Measure

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Measurement System Analysis

Rule Rule Description Acceptable Result

AR&R % of Tolerance

<10%

B% Contribution (R&R Std deviation)

Smaller than Part-to-part

variance

CNumber of distinct categories

>4

Overall Gage result

Minitab Descriptive Stats

Effectiveness = 95.14%Efficiency = 94.28%

Measure

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Process Capability Measure

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1. DCP for Potential Xs2. Identify Potential Xs3. DCP for Potential Xs4. Basic Analysis for Project Y5. Checking for Impact of ...... on Y6. Hypothesis Summary7. MSA results of Impacting Factors

Analyse

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Identify Potential Xs Analyse

Method

Machinery Money

Material

Manpower

Mother Nature

Gender

AMSalary

Incentives

Shift Time

LocationProcess Know

Education

Typing Speed

Experience

Skill Set

Marital Status

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DCP for Potential Xs

Potential Cause Type of Data Collection Method

Test to be Used Visualization plot Used

Process Knowledge Discrete PKT Chi Square Test

Marital Status Discrete Report Chi Square Test

Education Discrete Report Chi Square Test

Location Discrete Report Chi Square Test

Tenure Discrete Report Chi Square Test

Gender Discrete Report Chi Square Test

Age Continuous Report T-Tests

Experience Continuous Report T-Tests

Shift Timing Continuous Report T-Tests

Supervisor Discrete Report Chi Square Test

Outlining the Data Collection Steps for Xs

Analyse

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Basic Analysis of Project Y

Randomness Study Randomness Study Normality StudyNormality Study

Randomness & Shape Study

Analyse

Data is Non Normal

P-Value>0.05, Data is Random

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Basic Analysis of Project YStudy Spread and Central Tendency

Spread Study Spread Study Central Tendency StudyCentral Tendency Study

Analyse

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Statistical Interpretation of relationship

Graphical DepictionGraphical Depiction Hypothesis ResultHypothesis Result

Inference :Inference :

Checking for Impact of ……on Y Analyse

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Checking for Impact of ……on Y


Analyse

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Hypothesis Summary

Sl. No.

Factor P Value Graphical Tool Used

Inference Next Steps

Summary of Impacting Factors

Analyse

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MSA Results of Impacting FactorsChecking the Validity of the data of the impacting factors

Sl. No.

FactorMSA

Method Used

ResultRCA for Problems

Next Steps

Analyse

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Improve

1. Screening of the Impacting Factors

2. Action Plan for Improving the Factors

3. Basic Analysis of Improved Y

4. Pre–Post Analysis of Project Y

5. Pre-Post Analysis of Factor

6. Improve Summary – Take Aways

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Screening of the Impacting FactorsPrioritize the Impacting Factors

Improve

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Action Plan for Improving the Factors

# Pain Area Root Cause Improvement IdeaImplementati

on Owner

Implementation Status

Improve

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Basic Analysis of Improved Y


Randomness, Shape , Spread & Centering Study


Improve

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Pre-Post Analysis of Project YStatistical Validation of Impact



Improve

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Pre-Post Analysis of Project YStatistical Validation of Impact



Improve

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Pre-Post Analysis of FactorStatistical Validation of Impact



Improve

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Improve

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Improve

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Improve

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Improve Summary – Take Aways Improve

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1. Control Plan & FMEA on Control Plan2. Time Series Study of Y – Pre & Post3. Control Charts & Inference for Y – Pre & Post4. Basic Analysis of Improved Y5. Establish Process Capability6. Control Charts & Inference (for X1)7. Control Charts & Inference (for X2)8. Cost Benefit Analysis and Sign Off

Control

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Control Plan & FMEA on Control Plan

What’s Controlled Goal/Spec Limits Control MethodWho/What Measures

Where Recorded

Decision Rule /

Corrective Action

SOP

Control

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Time Series Study of Y – Pre & Post Control

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Control Charts & Inference For Y – Pre & Post Control

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Basic Analysis of Improved Y


Randomness, Shape , Spread & Centering Study


Control

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Z Bench (Long Term Sigma)

Short Term Sigma(Long Term Sigma +1.5)

Process Capability – Post Implementation

Establish Process Capability Control

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Control Charts & Inference (For X1) Control

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Control Charts & Inference (For X2) Control

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Cost Benefit Analysis & Sign Off

Benefit Source Unit Benefit Units Impacted Total Benefit

Cost Reduction

Enhanced Revenues

Labor Reduction

Decreased Overhead

COPQ Cost Reduction

Control

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What to see more of Want to see less of

Stakeholder Analysis

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Indicators Definition

Terms & Definitions Used

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RASIC

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