adaptive six sigma case study - mach teledata - 01
TRANSCRIPT
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MACH TeledataWorld’s largest
telecom roaming settlement organizationCase Study on
Reduction in Delinquency
LN Mishra and Jayshankar KAdaptive Processes Consulting Pvt. Ltd.
March 2012
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Simpler, Faster, Better 2
Background• Client is the leading Data Clearing
House, operating in Telecom sector.
• Each of the telecom operators send files containing call records to their Roaming Partners, when the latter’s end user uses the operator network for connectivity
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Simpler, Faster, Better 3
Background• These files are sent to Mach and
who in-turn does various levels of validation including the Tariff check which is one of the first processes to be checked
• These files have to be send to the respective operator within a period of 10 days.
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Simpler, Faster, Better 4
Business Case• Tariff check happens before any
other checking and any delay in this process will lead to a Bull-Whip Effect causing delays in all other processes.
• This delay, if over 10 days, can lead to monetary loss for the client
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Simpler, Faster, Better 5
Challenges• Volume of Files = Around 400-500
per day• Dependency on information from
External Entities• Internal SLA of 3 days – including
weekends and other holidays• Highly fluctuating value of the file,
that may range from near zero to hundreds of rupees
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Simpler, Faster, Better 6
Challenges• No existing measurements of
tracking system in place
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Simpler, Faster, Better 7
Root cause analysis• Study of data requirements for
effective tracking of process and identification of means for retrieving the same
• Upon analysis of Turn Around Time (TAT) data, it was found– Of the total TAT, 75% was wait time– Principle followed to resolve tickets
was “First in First out”
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Simpler, Faster, Better 8
Recommendation• Task prioritization changed to
based on file value and aging– 80/20 Principle– 80% of the penalty is due to 20%
high ticket value items• User training on prioritization
and handholding for continual improvement
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Simpler, Faster, Better 9
AS IS Performance
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11127.35
2492.812924.78
17091.76
3319.241959.48
11801.89
1500.03299.64
11459.62
3739.88
467.18
16575.32
6373.17
496.29
14821.70
5383.162305.79
16366.18
5708.89
333.29
18307.80
4704.55
263.65
9392.63
2182.9974.65
10545.23
961.8724.250
5000
10000
15000
20000
APR MAY JUN JUL AUG SEP OCT NOV 1st-15thDEC
15th-31st DEC
Analysis based on value of the Treated Files ( In K-SDR)
Within 1.5 Day's Within 1.5 -3 Day's More than 3 Day's
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Simpler, Faster, Better 10
New performance
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62.89
17.0120.09
74.01
16.279.72
84.21
12.253.53
70.66
25.44
3.91
71.45
26.73
1.82
62.27
32.80
4.93
66.72
30.99
2.29
75.37
24.13
0.50
76.99
22.56
0.45
94.00
5.850.15
0
20
40
60
80
100
APR MAY JUN JUL AUG SEP OCT NOV 1st-15thDEC
15th-31stDEC
Percentage of Response time
Within 1.5 Day's Within 1.5 -3 Day's More than 3 Day's
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Simpler, Faster, Better 11
Result• Response time has come down – with 94% of files being
treated with 1.5 days and only 0.15% going beyond internal SLA. This means that the other teams also have sufficient time even if the files are stopped for other types of errors
• Files treatment is prioritized based on associated monetary value, hence in the event of a Mach liability, the amount incurred would be comparatively lesser.
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