Advance Innovation Group

Project: To Improve AHT

6 Project

The Six Sigma Process

The DMAIC Steps

1. Define

2. Measure

3. Analyze

4. Improve

5. Control

3

DEFINE

Why?

Why?Why?

Level A

Level B

Level C

Level D

???

Why?

AHT too high AHT for ABC is

too highAHT for Banglore Location is too high

AHT for New Agents is too

high

Our project then becomes in measurable terms: Improving the AHT for Mortgage Process from 2.69 min. to 2min.

Project Level

Project Scoping

Voice of the Customer-VOC

Customer Comments Critical to Quality-CTQ’s

Dipti Nayak – (Champion)Achieve the AHT target to 2 min for the process by end of

Achieve the AHT up to 2 min , avoid the any revenue loss

Sunil Kumar-(Stakeholder)

The process has been budgeted to achieve AHT target of 2 min for Supernova process. Historically the team has not been able to achieve that. Through this project we can explore opportunities in the process which if corrected may result in achieving the desired results.

Achieve the desired target of 2 min

Smita-(Sr. Manager-Operations)

Improvement in AHT for Supernova process by removing NVA’s from the process and improving the bottom performer.

Improve AHT, meet the target

Project Charter

Business case:We provide technical support to one of our clients XYZ for GPRS. As per XYZ SLA, our focus is to wrap up the call without putting on hold. Any call received in call centre should be resolved in the short span of time with accurate and complete information. However this has been observed that during the call, time taken to resolve the query by a Agent is more than what client has asked for .AHT as a critical metrics has an impact on forecasting of calls, and also lead to client dis-satisfaction for not meeting the target. Improvement in AHT is an important metrics to forecast the business, meet the client targets avoid any revenue loss for the organization which can lead to a revenue loss up to 20%

Team:Project Leader BB:-Ravi RanjanProject Mentor:- Mithlesh NautiyalProcess Owner:- PushpinderProject Champion:- Dipti NayakSponsor:- Neha SharmaTeam Members:- Naveen, Jyotirmay

Problem Statement: For not meeting the defined target as per SLA there is penalty of 20% and additional 1% for incorrect solution, which is a revenue loss to the organization. Over the last 6 months the average AHT of Supernova is 2.63 against the target of 2.

Goal Statement: Improve the AHT from 2.63 to 2 min for Supernova process to meet the client SLA and to avoid any penalty up to 20% for the organization by 30th Nov’2010

In Scope : All Calls received by the agents .Out Scope : Any Calls not part of the Avaya. Milestones Start Date End date

D 7th May ’13 18th May’13

M 14th June’13 6th July’13

A 20th July’13 3rdAug’13

I 14th Sep’13 28th Sep’13

C 19th Oct’13 23rd Nov’13

ARMI

Key Stakeholders ARMI Worksheet

Define Measure Analyze Improve Control

Sponsor I I I I I

Champion I I I I I

Black Belt Leader I&A I&A I&A I&A I&A

Sr. Manager A&I A&I A&I A&I A&I

Black Belt I&R I&R I&R I&R I&R

Team Members I&M I&M I&M I&M I&M

A – Approval of team decisions I.e., sponsor, business leader, MBB.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.

Communication Plan

Information Or Activity Target Audience Information Channel Who WhenProject Status Leadership E-mails Ravi Ranjan BI-Weekly

Tollgate Review BB,LBB,MBB & Champion

E-mails or Meetings Ravi Ranjan As per Project Plan

Project Deliverables or Activities Members Emails, Meetings Ravi Ranjan Weekly

CTQ Tree

Improvement in Handling TimeImprovement in Handling Time

CTQs

Handling Time per callHandling Time per call

2 Minutes per call2 Minutes per call

Any day when handling time is more than 2 minutes per call is defective day

Any day when handling time is more than 2 minutes per call is defective day

USL 2 Minutes per callUSL 2 Minutes per call

SIPOC

S I P O C

Call Routing to

Avaya

Agent pick the

call,solve the query

of customer

Agent finishes the

task and pick up the

next call

Agent tag the call in

system

Call Routing

Monitoring

Client And End

Customer

Client And End

Customer

Avaya and other

reporting tools

Various Audits

reports from team

leaders and Quality

Checkers

Client Call

Audits(Master

Sheet) Sheet has

been updated

from all the

auditions

10

MEASURE

Data Collection Plan

KPI Operational Definition Defect Def Performance Std

Specification Limit

Opportunity

LSL USL

Handling Time The difference between end time and start time of a call

Handling time greater than 2 minutes will be

defect

Handling Time Should be 2 minutes N/A 2 min Daily

KPI Data Type Data Items Needed Formula to be used Unit

Plan to collect Data Plan 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?

Handling Time Continuous ATT + Hold=AHT (Call End time-Call start time) Minutes Excel Sheet Existing N/A 15th April 2012 January 2012

to march 2012

Validate Measurement System Gage R&R Annova Method

1. % Contribution of Gage R&R is less than part-part variation

2. % Tolerance Gage R&R against total variation is less than10 %

3. Number of Distinct Categories = 841

Gauge is successful, hence the data is good for further analysis

%Contribution Source VarComp (of VarComp)Total Gage R&R 0.0000 0.00 Repeatability 0.0000 0.00 Reproducibility 0.0000 0.00 Operator 0.0000 0.00 Part-To-Part 17.1968 100.00 Total Variation 17.1969 100.00

Study Var %Study Var %ToleranceSource StdDev (SD) (5.15 * SD) (%SV) (SV/Toler)Total Gage R&R 0.00695 0.0358 0.17 1.79 Repeatability 0.00687 0.0354 0.17 1.77 Reproducibility 0.00107 0.0055 0.03 0.27 Operator 0.00107 0.0055 0.03 0.27Part-To-Part 4.14690 21.3566 100.00 1067.83Total Variation 4.14691 21.3566 100.00 1067.83

Number of Distinct Categories = 841

ANALYSE

Organize Potential Cause – CE or Fish Bone Diagram

Handling

Time

ManpowerMaterials

MeasurementMethod

Training Score

Routing

CallHandling

Long Transactions

Marketing

Tenure

Process Knowledge

Age

Gender

Mode Of Communication

Trainers

Assistant Manager

Shift

Qualification

Marital Status

Typing Speed

Normality Test

Normality: P value = 0.005

Shape: Non-Normal

Measure of central tendency :data is non-normal measure of central tendency will be Median = 2.693

InterpretationThe p-value for the normality test (bottom right) is 0.005, which is

less than 0.05, indicating that data doesnot follow normal

distrubution.

Randomness And Stability Test

16

The two tests for non-random behavior detect trends, oscillation, mixtures, and clustering in your data. Such patterns suggest that the variation observed is due to "special causes" - causes arising from outside the system that can be corrected.Clusters may indicate variation due to special causes, Clusters are groups of points in one area of the chart.Here, the p-value for clustering is less than .05, so you might reject the null hypothesis of randomness - suggesting clustering.

spec

ial c

ause

s

Graphical Summary

Normality: P value: 0.005

Shape: Non-Normal

Measure of central tendency :data is non-normal - measure of central tendency will be median = 2.7159

Interpretation

The Mean of the data is 2.69 and the Median is 2.66 against the Target AHT of 2, which means both are on higher side from the targeted value.

Target

Process Capability

The capability of the process is very poor as represented by the Z value

Control Chart Of Present AHT

InterpretationThese test results indicate that the process average is unstable and the process is out of control, possibly due to the presence of special causes .

Test Results for I Chart of AHT TEST 1. One point more than 3.00 standard deviations from center line.Test Failed at points: 32, 49, 94, 160, 162, 187, 201, 229, 293, 359, 417,

Test Results for MR Chart of AHT TEST 1. One point more than 3.00 standard deviations from center line.Test Failed at points: 32, 49, 50, 94, 96, 188, 219, 229, 293, 359, 417, 418

Special Causes

1101009080706050403020

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que

ncy

Comparison of Distributions.

Sketch in the Means and Medians on each Distribution.Sketch in the Means and Medians on each Distribution.

Negative Skew Positive Skew

Symmetric Distribution

80706050403020100

300

200

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0

C3

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que

ncy

Comparison of Distributions.

Tail

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300

200

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0

C2

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que

ncy

Comparison of Distributions.

Tail

Different Distributions

105

15

10

5

0

Index

Hrs

Var

Time Series Plot

PaperMiningUtilWater

15

10

5

0

Cus tom er

HrsV

ar

Box Plot

JulJunMay

15

10

5

0

Date

Hrs

Var

Scatter Plot

SalesmanCustomerDate

13.0

10.5

8.0

5.5

3.0

HrsVar

Main Effects Plot - Means for HrsVar

ANOVA (Analysis of Variance)

12013229343112.313.530.044.2

100.0 87.7 74.2 44.2

1000

900

800

700

600

500

400

300

200

100

0

100

80

60

40

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0

Defect

CountPercentCum %

Per

cent

Cou

nt

Pareto Chart for : Defects

Pareto Chart

Tools Used……..

Histogram Of AHT

InterpretationThis histogram shows the distribution is centered around 2 to 3 AHT and its shape is symmetrical. Values range from 1 to 7. Further, comparing the histogram to the fitted normal distribution suggests that it is a good fit, which suggests that these data satisfy the assumption of normality for tests that require it. A normality test would more rigorously test this hypothesis.

The Histogram with Fit Shown above shows that data is not Normally Distributed , data is in Symmetric Distribution. For further Proof I check with Skew and Kurtosis Quotient.

Data Collection - X’s

S.No. Potential X's Description Data TypeTests To be Performed

1 Process Knowledge Subject Knowledge of the Agent gauged through Knowledge Test. Discrete Mann Whitney

2 Age Agent Age as per records available with HR. Continuous Regression Test

3 Gender The Male/Female Gender of the individual Agent logged in to take calls. Discrete Mann Whitney

4 Typing Speed Typing Speed of the Agent gauged through Typing Tutor test. Continuous Regression Test

5Mode Of Communication Language Used by the Agent to Communicate. Discrete Moods Median

6 Trainers The Agent were trained by three different trainers. Discrete Moods Median

7 Assistant ManagerThe Process Owner, who is responsible for managing the performance of a Team. Discrete Moods Median

8 Training Score Training Scores of the Agent,taken from the process training records. Discrete Mann Whitney

9 Tenure Agent tenure in the current process , as per records available with HR. Continuous Regression Test

10 Qualification Education Qualification of the Agent is available , as per records with HR. Discrete Moods Median

11 Marital Status Marital Status available as per HR records. Discrete Mann Whitney

12 Shift The Agent shift typing available as per Assistant Manager. Discrete Moods Median

AHT Versus Process Knowledge- Mann Whitney Test

Mann-Whitney Test and CI: PK(Process Knowledge) Above 70, PK Below 70

N MedianPK Above 70 688 2.5484PK Below 70 639 2.6294

Point estimate for ETA1-ETA2 is -0.040995.0 Percent CI for ETA1-ETA2 is (-0.0929,0.0114)W = 446098.0

Test of ETA1 = ETA2 vs ETA1 not = ETA2 is significant at 0.1238The test is significant at 0.1238 (adjusted for ties)

Since P -Value is greater than 0.05, Process Knowledge is not impacting AHT

AHT Versus Age-Regression Analysis Test

Regression Analysis: AHT versus Age

The regression equation isAHT = 2.864 - 0.007493 AgeS = 0.581758 R-Sq = 0.8% R-Sq(adj) = 0.7%Analysis of VarianceSource DF SS MS F PRegression 1 3.666 3.66581 10.83 0.001Error 1325 448.437 0.33844Total 1326 452.102

Since P -Value is less than 0.05, Age is impacting AHT

AHT Versus Gender(M/F)-Mann Whitney Test

Mann-Whitney Test and CI: Male, Female (Gender)

N MedianMale 514 2.6954Female 813 2.5193

Point estimate for ETA1-ETA2 is 0.137295.0 Percent CI for ETA1-ETA2 is (0.0856,0.1887)W = 376401.5

Test of ETA1 = ETA2 vs ETA1 not = ETA2 is significant at 0.0000The test is significant at 0.0000 (adjusted for ties)

Since P -Value is less than 0.05, Gender is impacting AHT

This shows that Out of Male-2.69 and Female-2.51 ,Females AHT are better than Males.

AHT Versus Typing Speed-Regression Analysis Test

Regression Analysis: AHT versus Typing Speed

The regression equation isAHT = 2.654 - 0.000721 Typing Speed

S = 0.584106 R-Sq = 0.0% R-Sq(adj) = 0.0%Analysis of VarianceSource DF SS MS F PRegression 1 0.039 0.039033 0.11 0.735Error 1325 452.063 0.341180Total 1326 452.102

6050403020

8

7

6

5

4

3

2

1

Typing Speed

AHT

S 0.584106R-Sq 0.0%R-Sq(adj) 0.0%

Fitted Line PlotAHT = 2.654 - 0.000721 Typing Speed

Since P -Value is greater than 0.05, Typing Speed is not impacting AHT

AHT Versus Mode Of communication-Mood Median Test

Mood Median Test: AHT versus Mode of Communication

Mood median test for AHTChi-Square = 16.32 DF = 1 P = 0.000

Mode of Individual 95.0% CIsCommunication N<= N> Median Q3-Q1 ------+---------+---------+---------+English 284 357 2.654 0.623 (----*-------)Hindi 379 305 2.527 0.608 (------*-------) ------+---------+---------+---------+ 2.520 2.580 2.640 2.700Overall median = 2.595

A 95.0% CI for median(English) - median(Hindi): (0.063,0.192)

Since P- Value is less than 0.05, Mode Of Communication is impacting AHT

AHT Versus Trainer-Mood Median Test

Mood Median Test: AHT versus Trainer Mood median test for AHTChi-Square = 15.12 DF = 2 P = 0.001 Individual 95.0% CIsTrainer N<= N> Median Q3-Q1 -------+---------+---------+---------Kishore 199 245 2.648 0.572 (----*------)Ruhani 252 187 2.482 0.661 (------*---------)Sudesh 213 231 2.616 0.625 (------*------) -------+---------+---------+--------- 2.480 2.560 2.640Overall median = 2.596

SudeshRuhaniKishore

8

7

6

5

4

3

2

1

Trainer

AHT

Boxplot of AHTSince P- Value is less than 0.05, Trainer is impacting AHT

This shows that out of three trainers- (Kishore-2.64,Ruhani-2.48,Sudesh-2.61), Ruhani Performing better than others. With a Mean of 2.48.

AHT Versus Assistant Manager-Mood Median Test

Mood Median Test: AHT versus A.M. (Assistant Manager)Mood median test for AHTChi-Square = 15.12 DF = 2 P = 0.001 Individual 95.0% CIsA.M. N<= N> Median Q3-Q1 -------+---------+---------+---------Ajay 252 187 2.482 0.661 (------*---------)Monica 199 245 2.648 0.572 (----*------)Pardeep 213 231 2.616 0.625 (------*------) -------+---------+---------+--------- 2.480 2.560 2.640Overall median = 2.596

PardeepMonicaAjay

8

7

6

5

4

3

2

1

A.M.

AHT

Boxplot of AHT Since P-Value is less than 0.05, Assistant Manager is impacting AHT

This shows that out of three Assistant Manager- (Ajay-2.48,Monica-2.64,Pardeep-2.61), Ajay Performing better than others. With a mean of 2.48.

AHT Versus Training Score-Mann Whitney Test

Mann-Whitney Test and CI: (Training Score)TS Above 65, TS below 65

N MedianTS Above 65 870 2.6038TS below 65 457 2.5611

Point estimate for ETA1-ETA2 is 0.025095.0 Percent CI for ETA1-ETA2 is (-0.0295,0.0782)W = 583731.0

Test of ETA1 = ETA2 vs ETA1 not = ETA2 is significant at 0.3617The test is significant at 0.3617 (adjusted for ties)

Since P- Value is greater than 0.05, Training Score is not impacting AHT

AHT Versus Tenure-Regression Analysis Test

Regression Analysis: AHT versus Tenure The regression equation isAHT = 2.572 + 0.01865 TenureS = 0.583594 R-Sq = 0.2% R-Sq(adj) = 0.1%Analysis of VarianceSource DF SS MS F PRegression 1 0.831 0.831168 2.44 0.118Error 1325 451.271 0.340582Total 1326 452.102

54321

8

7

6

5

4

3

2

1

Tenure

AHT

S 0.583594R-Sq 0.2%R-Sq(adj) 0.1%

Fitted Line PlotAHT = 2.572 + 0.01865 Tenure

Since P- Value is greater than 0.05, Tenure is not impacting AHT

AHT Versus Qualification-Mood Median Test

Mood Median Test: AHT versus Qualification Mood median test for AHTChi-Square = 99.24 DF = 10 P = 0.000 Individual 95.0% CIsQualification N<= N> Median Q3-Q1 ----+---------+---------+---------+--B.A 157 116 2.49 0.55 (*-)B.B.A 32 56 2.75 0.53 (--*-)B.C.A 61 58 2.57 0.60 (-*-)B.Com 174 107 2.42 0.72 (-*-)B.Sc 106 76 2.48 0.62 (--*-)B.Tech 30 55 2.71 0.48 (--*--)M.A 21 18 2.50 0.83 (-----*------)M.C.A 61 84 2.71 0.63 (--*-)M.Com 2 13 2.92 0.48 (----*----)M.Sc 18 32 2.75 0.52 (---*-)MBA 2 48 2.98 1.53 (*-----------------) ----+---------+---------+---------+-- 2.40 2.80 3.20 3.60Overall median = 2.60

Since P- Value is less than 0.05, Qualification is impacting AHT

AHT Versus Marital Status(M/U)-Mann Whitney Test

Mann-Whitney Test and CI: Married, Unmarried (Marital Status)

N MedianMarried 788 2.5477Unmarried 539 2.6750

Point estimate for ETA1-ETA2 is -0.093395.0 Percent CI for ETA1-ETA2 is (-0.1470,-0.0396)W = 499918.5

Test of ETA1 = ETA2 vs ETA1 not = ETA2 is significant at 0.0007The test is significant at 0.0007 (adjusted for ties)

Since P- Value is less than 0.05, Marital Status is impacting AHT

This shows that out of Married-2.54, and Unamarried-2.67,Married Performing better. With a mean of 2.54.

AHT Versus Shift-Mood Median Test

Mood Median Test: AHT versus Shift Mood median test for AHTChi-Square = 0.64 DF = 2 P = 0.727 Individual 95.0% CIsShift N<= N> Median Q3-Q1 ---------+---------+---------+-------Afternoon 223 216 2.590 0.635 (----------------*--------)Evening 249 242 2.582 0.603 (-----------*-------------)Morning 191 204 2.619 0.635 (--------------*------) ---------+---------+---------+------- 2.550 2.600 2.650Overall median = 2.595

Since P -Value is greater than 0.05, Shift is not impacting AHT

This shows that out of three shifts-(Morning-2.61,Evening-2.58,Afternoon-2.59) Evening Shift Performing better. With a mean of 2.58

Summary of Statistical Analysis

Measure Type Data Type P-Value Impact

AHT Y Continuous NA NA

Process Knowledge x Discrete 0.1238 the test is not significant

Age x Continuous 0.001 the test is significant

Gender x Discrete 0 the test is significant

Typing Speed x Continuous 0.735 the test is not significant

Mode Of Communication x Discrete 0 the test is significant

Trainers x Discrete 0.001 the test is significant

Assistant Manager x Discrete 0.001 the test is significant

Training Score x Discrete 0.3617 the test is not significant

Tenure x Continuous 0.118 the test is not significant

Qualification x Discrete 0 the test is significant

Marital Status x Discrete 0.0007 the test is significant

Shift x Discrete 0.727 the test is not significant

IMPROVE

Summarizing Findings on Root Causes

Vital X's Mode of Analysis Findings

Age Regression Analysis Associates age is impacting the AHT.

Gender Mann Whitney Associates Gender is impacting the AHT.

Mode Of Communication Moods Median

Mode of communication is impacting associates AHT.

Trainers Moods Median Trainers training procedure is impacting the AHT.

Assistant Manager Moods Median Assistant manager performance is impacting AHT.

Qualification Moods Median Associates Qualification is impacting the AHT.

Marital Status Mann Whitney Associates Marital Status is impacting the AHT.

Implementing Solutions & Timelines

S.No. Root Cause Improvement Action ResponsibilityStart Date

End Date

Duration(Days)

1 AgeNew job description for New Hiring Batch-incude New Age criteria.

Process Manager/Recruitment Manager

14th Sep'13

24th Sep'13 10

2 GenderNew job description for New Hiring Batch-incude New Gender criteria.

Process Manager/Recruitment Manager

14th Sep'13

19th Sep'13 5

3Mode of Communication Communication Skills Training module included.

Process Trainer/HR Manager

14th Sep'13

19th Sep'13 5

Communication Training assesment included.Process Trainer/HR Manager

14th sep'13

16th Sep'13 2

Mode of communication has been added as one of the KPI. Top Management

14th sep'13

28th Sep'13 14

4 TrainersBest Practices sharing sessions conducted with the trainer-Ruhani.

Process Trainer/HR Manager

18th Sep'13

24th Sep'13 6

Trainer-Ruhani, to conduct sessions with all the associates to improve their AHT.

Process Trainer/HR Manager

20th Sep'13

22nd Sep'13 2

Trainer-Ruhani, to update training modules-to include different ways of improving AHT. Process Trainer

18th Sep'13

20nd Sep'13 2

5Assistant Manager

Best Practices sharing sessions conducted with the AM-Ajay Manager

21st Sep'13

28th Sep'13 7

AM-Ajay, to conduct sessions with all the associates to improve their AHT. Manager

14th Sep'13

19th Sep'13 5

AM-Ajay, to update training modules-to include different ways of improving AHT. Manager

14th Sep'13

19th Sep'13 5

6 Qualification New IJP has been added as per qualifications. Top Management18th Sep'13

28th Sep'13 10

7 Marital statusCounselling Session to conduct for Stressful unmarried Employees. Top Management

17th Sep'13

25th Sep'13 8

CONTROL

Post Project Control Chart

The Control Chart shows that the process Mean has shifted to 2.27, while special cause variations have been reduced.

Mean

Pre Vs post Project Graphical Summary

Pre Post

Interpretation In Pre the Mean of the data is 2.69 and the Median is 2.66 against the Target AHT of 2, which means both are on higher side from the targeted value.

In Post the Mean of the data is 2.27 and Median is 2.23 against the Target AHT of 2, but is reduced from Pre which means the current process AHT is improved .

Difference Between AHT & Improved AHT

Average of AHT Average of Improved AHT2.00

2.10

2.20

2.30

2.40

2.50

2.60

2.70

2.62984842501884

2.27592313489073

AHT In Minutes

Series1

Before

After

Project Sign-off

Reduced AHT from 2.63 to 2.27.

Improved Training Plans.

Improved Communication Skills.

New Hiring done with a Age limitation.

THANK YOU