Lean Six Sigma project on Reducing HR Desk Tickets by Advance Innovation Group

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This Lean Six Sigma Project done by student from Advance Innovation group which is posted to provide for benchmarking and best practices sharing purposes.

This Lean Six Sigma Project focuses on the issue of reducing the large number of desk tickets opened in the HR domain. HR is one of the biggest support function of any organization and thus its efficiency becomes critical to any organization's holistic growth, this project focuses on one of the pain area in HR i.e. high number of Desk Tickets and gives explanation around how to fix that and what are the steps in using DMAIC framework for this.

Additionally, it is advisable that you also visit and subscribe Advance Innovation Group Blog (http://advanceinnovationgroup.com/blog) for more Lean Six Sigma Projects, Case Studies on Lean Six Sigma, Lean Six Sigma Videos, Lean Six Sigma Discussions, Lean Six Sigma Jobs etc.

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  • Inter Use Only
  • B1 : Define Business Case : Why should we do this? B2 : Develop Problem Statement : What is the problem? B3 : Develop Goal Statement : What is the improvement goal for the project? B4 : Opportunity Statement What ‘pain’ are we experiencing? ♦ What is wrong? B5 : Assess Project Scope : What is the project boundary? In/Out of frame / Bounding a Project B6 : Define Defect def. for the project B7 : Select Project Team and Define Roles : Stakeholder Analysis /ARMI Model ( slide no 8) B8: Develop Project Charter : Project Charter Work Sheet B9: Get Sign Off for Project Charter : Inter Use Only
  • B1 : Define Business Case : Why should we do this? B2 : Develop Problem Statement : What is the problem? B3 : Develop Goal Statement : What is the improvement goal for the project? B4 : Opportunity Statement What ‘pain’ are we experiencing? ♦ What is wrong? B5 : Assess Project Scope : What is the project boundary? In/Out of frame / Bounding a Project B6 : Define Defect def. for the project B7 : Select Project Team and Define Roles : Stakeholder Analysis /ARMI Model ( slide no 8) B8: Develop Project Charter : Project Charter Work Sheet B9: Get Sign Off for Project Charter : Inter Use Only
  • Inter Use Only
  • Lean Six Sigma project on Reducing HR Desk Tickets by Advance Innovation Group

    1. 1. Human Resource Helpdesk Unit : Career Tracking & Performance Management Solution Approach Case StudySolution Approach Case Study ““Reducing Help Desk Tickets related to Payroll “Reducing Help Desk Tickets related to Payroll “
    2. 2. Table of contents 1. Project Charter 2. VOC – CTQ (Source Of Preparing Case Study & Related Solutions) 3. Baseline performance 4. Stratification 5. Graphical representation based on stratification factors and inference 6. AS-IS flow diagram 7. Improved “ To- Be” flow diagram 8. Cause and effect diagram 9. List of solutions 10. Status of Solution Implementation Annexure Phase wise target and solutions implementation plan
    3. 3. 1. Project Charter Goal Statement: Project Plan : Project team: Problem Statement : In period of 6 months from July 12 to Dec 12, on an average 96 tickets per month related to salary (categories considered) have been raised in GHD. In case issue rate does not decrease, we risk a decline in overall employee satisfaction. Decrease number of tickets raised in GHD related to salary (categories considered) from 96 to < 29 per month i.e. reduce up to 70 % with effect from Sept 1st , 2012 Project Leader -BB SME & Mentor Team member QMS & MIS resource Define Explore Improve Sustain Jan 5th Jan 12th Mar 1st July 25th Sep1st Days Stage wise Plan
    4. 4. 4 2. Voice Of Customer and CTQs Voice of the Customer Critical to QualityCritical customer requirement Employees(Customer) want to receive their salary as per their entitlement and on time. Source : Feedback from Employee Pulse Survey 11 - 12. Reference from Help Desk Portal Jul 11 to Dec 12. Discrepancies in Employee Payroll. • Timely receipt of Salary • Accuracy in Salary received No. of tickets registered per month in Help Desk Portal - GHD related to salary (categories considered) to be reduced. Key customer issue
    5. 5. HR Help Desk Requests raised by Employees Employee awareness Salary Credits Salary Components CTQs*
    6. 6. 6 3. Baseline performance Name of the metric ( with unit of measure) : No of tickets related to salary issues raised per month in GHD Period of Data : 6 months Jul 11 to Dec 12 Current Performance : On an average 96 tickets / month related to salary issues are raised on Ultimatix GHD Defect % : 70 % Specification Limit : 29 tickets / month related to salary issues (categories considered) Chart / Graph : Trend Chart Total No. of Issues raised in GHD – 738 Total No. of issues raised on major areas of concerns – 574 (Data Considered) Location BOB Deductions Payslip Salarynot processed GrandTotal Corporate 23 31 6 60 TCS-Ahmedabad 30 17 8 4 59 TCS-Bangalore 29 91 23 39 182 TCS-Chennai 54 77 29 19 179 TCS-Kolkata 2 4 2 13 21 TCS-Mumbai 18 22 10 6 56 TCS-NewDelhi 6 5 1 1 13 TCS-Pune 4 4 GrandTotal 162 247 79 86 574 Base data considered Trend of tickets raised in GHD 112 129 47 119 92 75 0 20 40 60 80 100 120 140 Jul Aug Sep Oct Nov Dec No. of Issues Average P I Target P II Target 96 < 67 < 29
    7. 7. 7 Pareto Analysis Problem categories like Deductions, BOB, Salary not processed and Pay slip related issues/queries are leading to 78% of total number of tickets raised in GHD regarding salary issues. Hence we further analyzed the above 4 categories in detail to find the root causes behind the problem and provide solution for the identified causes to achieve our objective of reducing the tickets raised in GHD related to salary issues. 4. Stratification Pareto Chart for the problem categories 0 50 100 150 200 250 300 Deductions BO B Salarynotprocessed Payslip Earnings Investm ent Incom e Tax Form 16 Loan PF statem ent SA statem ent 0 20 40 60 80 100 120 No. of Tickets Cumulative % Above mentioned categories like Deductions, BOB, Salary not processed and Pay slip are our area of concern and hence these categories are further stratified in detail.
    8. 8. Stratification Factors 63 % of the issues are raised from Bangalore, Chennai 63 % of the issues raised are from BPO1, BPO2 71 % of tickets raised are for Deductions & BOB 32 31 10 10 10 4 2 1 0 5 10 15 20 25 30 35 Bangalore ChennaiCorporateAhmedabad Mumbai KolkataNew Delhi Pune Location wise Ticket - % Distribution 32 31 13 12 5 3 3 1 0 5 10 15 20 25 30 35 BPO1 BPO2 BPO3 BPO4 BPO5 BPO6 BPO7 BPO8 Grade wise Ticket - % Distribution 42 58 23 77 16 84 16 84 0 20 40 60 80 100 Deductions BOB Salary not processed Payslip Issue V/S Query - % Distribution issue query 43 28 15 14 0 10 20 30 40 50 Deductions BOB Salary not processed Payslip Ticket Category - % Distribution 71% of tickets raised are mere queries not the issues Analysis based on the data received from GHD.
    9. 9. BOB Deductions Payslip Salary not processed 5. Graphical representation based on stratification factors Area of concern in BOB is Food coupons & BOB kitty Area of concern in deductions is wrong deductions & TRAH/TRAV deductions Area of concern in payslip is payslip not generated & PAN not updated Area of concern in salary not processed is IA settlement & non credition of salary 0 20 40 60 80 100 120 140 WrongDeductio...TRAH/TRAVD... PANDeductionForexRecoveryADVRDeduction Problem area No.ofissues 0 20 40 60 80 100 120 Issues Cumulative % 0 5 10 15 20 25 30 35 Payslipnotgene... PANnotupdated ArrearsBreakup Displayingincorre.. Sum oftotalco... OutstandingRe... BaseBranch/L... GradeDiscrepancy NetRecoverable LeaveStatus PFClosingbalan.. BankDetailsnot... Problem area No.ofissues 0 20 40 60 80 100 120 Issues Cumulative % 0 5 10 15 20 25 30 35 40 45 50 IAsettlement,unsett... Salaryprocessedb.. LocationIncorrect Problem area No.ofissues 0 20 40 60 80 100 120 Issues Cumulative % 0 20 40 60 80 100 120 140 160 Foodcouponsnot... BOBKittyAllowance BOBchangednot... HRAnotPaid Problem area 0 20 40 60 80 100 120 Issues Cumulative % Detailed Pareto analysis to identify major areas of concerns in each category
    10. 10. 6. AS-IS flow diagram No Yes No No Yes No Yes START Resolution Provided Data sent to Compensation SPOC Check the Issue and Identify the Problem Contact Responsible Team Changes Made in Various Systems like OAHRMS,SAP or Interface Issue Resolved Employee Contacts Deployment HR Salary Issue Resolved Communication to Deployment HR Deployment HR Informs Employee END Assign to L1 Queue Escalate to L2/RE/L3 Provide Solution Isuue Resolved to Satisfaction ? Call Closed by the User or System Employee Identifies Issue/Query User Log/Relog Ticket in GHD for the Issue/Query Identified Analysis/Data Validation of Ticket Resolution Identified for Issue Raised ? User Relog/Reopen Ticket
    11. 11. Improvement based on AS-IS flow diagram No Yes No No Yes No Yes START Resolution Provided Data sent to Compensation SPOC Check the Issue and Identify the Problem Contact Responsible Team Changes Made in Various Systems like OAHRMS,SAP or Interface Issue Resolved Employee Contacts Deployment HR Salary Issue Resolved Communication to Deployment HR Deployment HR Informs Employee END Assign to L1 Queue Escalate to L2/RE/L3 Provide Solution Isuue Resolved to Satisfaction ? Call Closed by the User or System Employee Identifies Issue/Query User Log/Relog Ticket in GHD for the Issue/Query Identified Analysis/Data Validation of Ticket Resolution Identified for Issue Raised ? User Relog/Reopen Ticket Along with GHD team ticket numbers are sent to CCPM team to resolve the issues which leads to duplication of work and loss of Man-Hours
    12. 12. Based on the detailed analysis of GHD data we can conclude that GHD can resolve most of the salary related queries/Issues. • Discontinuation of handling salary issues by CCPM team along with GHD will reduce the TAT of query. • Reduce duplication of work (Branch HR & Compensation SPOC) and loss of man-hours. • Make employees work effectively if the query or issue gets resolved timely. • Raising all the tickets related to salary in GHD will help us keep a better track of salary issues raised. 7. Improved To –be Flow Chart Yes No No Yes No Yes START Resolution Provided Employee Contacts Deployment HR Salary Issue Resolved END User Log/Relog Ticket in GHD for the Issue/Query Identified Assigned to L1Queue Resolution Identified for Issue Raised ? Escalate to L2/RE/L3 Provide Solution Isuue Resolved to Satisfaction ? Call Closed by the User or System User Relog/Reopen Ticket Employee Identifies Issue/Query Analysis/Data Validation of Ticket Note:- CCPM SPOC to play a role of L3 in helping HR-Help Desk resolve particular issues. Actualtimespent/MonthbyCompensationSPOC 10Hrs/Month Actualtimespent/MonthbyBranchHR (AllLocations) 12Hrs/Month Hours tobespent/MonthbyCompensationSPOC 2Hrs/Month Hours tobespent/MonthbyBranchHR(AllLocations) 0Hrs/Month Totalman-hours spentpermonthcurrently 22Hrs/Month Totalman-hours tobespentpermonth 2Hrs/Month Totalsaved man-hours 20Hrs/Month Man-hourstobesaved throughimprovedflow
    13. 13. 13 8. Cause and Effect diagram Diagram above shows causes behind increased number of tickets/requests raised in GHD Lack of knowledge of employees on compensation structure. Root cause being No OR improper training provided to the employees on Compensation structure. Wrong deductions Employee thinks HIS deduction is not correct Employees are not aware of HIS premium Lack of knowledge of employees about HIS premium Employees does not read HIS scheme or policy Unawareness/Ignorance of employees about HIS policy Conveyance charged for BPO grade employees Information flow is incorrect No proper cannel flow of information No transport policy is in place No requirement put up by the process owner Unsettled travel advance Green form not filled by employees Ignorance/Unawareness of green form among employees Lack of knowledge of employees about green form Wrong payslip reading by employees Employee does not understand the salary components Lack of knowledge of employees about salary components Proper training and content not provided about salary components like Misc payment and BOB kitty Location changed with change in SWON/WON Lack of knowledge about the location change policy Proper knowledge not provided about location change policy Don't know where to change the location Exact path not provided to change food coupon delivery location BOB structure may change after salary revision Changes done after payroll freeze do not reflect in the current month Unawareness about settlement form Lack of knowledge about correct procedure of IA settlement Proper training not provided about IA settlement No requirement put up by employees and process owners on training on IA settlement Next level supervisor does not approve the claims in time The next level supervisor don't have any restriction time for approving No requirement put up by the process owner for time restrictions for next level supervisors to approve/reject employee's claims Mandatory details not updated on time by employees Unawareness/Ignorance by employees Lack of knowledge about mandatory details Proper training and content not provided about mandatory details Exact path and procedure not communicated to enter mandatory details Wrong details updated by employees Ignorance/Human error by employees No cross checking before the payroll cycle No requirement put up by the process owner Level 6 Cause Salary not processed Payslip Proper training not provided on payslip link in system Not aware about the policy on when salary changes Proper training not provided on salary revision to employees Food coupons not paid / missed Lack of knowledge of employee about payslip link in the system IA Settlement/Unsettled advance recovery Level 3 CauseEffect Employee's location changes Level 5 cause IncreaseinsalaryrelatedticketsraisedinGHD Change in structure of BOB Lack of knowledge about salary revision ploicies Problem Category Level 1 Cause TRAH / TRAV deductions Level 2 Cause Level 4 Cause Deductions Unawareness about the system BOB IA settlement or advance settlemnt not done by employees Employee can't access payslip link Payslip link shows last months salary slips after 1 or 2 days of payroll run Employee did not update the changed location Non credition of salary Payslip not generated
    14. 14. 14 9. List of Possible solutions S.No. Root causes Solutions 1 Unawareness/Ign orance of employees about HIS policy 1. Complete HIS policy to be covered for new joiners in induction and complete path to be provided to check the premium amount on Ultimatix 2. Communication through snippets in Ultimatix to inform employees if there is any change in the premiums or policy of HIS 3. Complete HIS policy to be covered in the WBT/CBT for existing employees 4. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively 2 No requirement put up by the process owner for correct data/information flow of employees 1. A proper channel flow to be developed so that correct employee details can flow to travel and admin department 2. BPO transport policy to be created 3 Lack of knowledge of employees about green form 1. Complete knowledge and exact path to be provided to fill the green form in Ultimatix in the WBT/CBT 2. Complete travel advance policy and provisions to be covered in the WBT/CBT or FAQ's to be uploaded on KnowMax 3. Test to be conducted on the above content after successfull completion of WBT/CBT 4 Proper training and content not provided about salary components like Misc payment and BOB kitty 1. Complete knowledge about salary components to be provided to the new joiners in Induction through presentation 2. Complete payslip reading knowledge to be provided to the new joiners through presentation during Induction 3. Complete knowledge about salary components to be provided to the existing employees through WBT/CBT and same to be covered in the FAQ's to be uploaded on KnowMax 4. Complete payslip reading knowledge to be provided to the existing employees through WBT/CBT and same to be covered in the FAQ's to be uploaded on KnowMax 5. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively 5 Proper knowledge not provided about location change policy 1. Complete knowledge about location change policy to be provided to the new joiners during induction 2. Complete knowledge about location change policy to be provided to the existing employees through WBT/CBT and same to be covered in the FAQ's to be uploaded on KnowMax 3. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively 6 Exact path not provided to change food coupon delivery location 1. Complete path to be provided to new joiners along with screen shot presentation to update and change the food coupon delivery location in Ultimatix during induction 2. Knowledge and path to be provided to the existing employees in the WBT/CBT and same to be covered in the FAQ's to be uploaded on KnowMax 3. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively
    15. 15. 15 Continued. Can put a popup reminder or compulsory check before logging a ticket on GHD to: 1. Go through the FAQ’s document on payroll and compensation 2. Check the query or issue with deployment HR S.No. Root causes Solutions 7 Proper training not provided on salary revision to employees 1. Knowledge about confirmation and annual increment policy to be provided to the new joiners in Induction 2. Knowledge about the overall CTC change and salary components change policy to be provided to the new joiners during Induction 3. Knowledge about confirmation and annual increment policy to be provided to the existing employees through WBT/CBT and same to be covered in the FAQ's to be uploaded on KnowMax 4. Knowledge about the overall CTC change and salary components change policy to be provided to the existing employees through WBT/CBT and same to be covered in the FAQ's to be uploaded on KnowMax 5. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively 8 No requirement put up by employees and process owners for training on IA settlement 1. Complete knowledge about IA settlement formalities to be given before employee proceeds for international assignment through a document or an auto generated mail. 2. Answers to the general queries to be put in FAQ's document to be uploaded on KnowMax 9 No requirement put up by the process owner for time restrictions for next level supervisors to approve/reject employee's claims 1. Some specific time constraint to investigate & approve the claims in Ultimatix need to be decided for next level supervisors 2. Digitization can be done to auto approve/reject the request for IA settlement 10 Exact path and procedure not communicated to enter mandatory details 1. Meet with the Induction team and prepare a proper presentation to be delivered which would contain screen shot presentation on mandatory details to be updated 2. Cross verification to be practised before payroll run for new joiners 11 Proper training not provided on payslip link in system 1. Orientation to payslip link and complete payslip reading to be included in the WBT/CBT for existing employees 2. Orientation to payslip link and complete payslip reading to be included in Induction for new joiners 3. Answers to general queries on payslip link to be addreseed in the FAQ's which is to be uploaded on KnowMax 4. Payslip link to be covered in the ready reckoner for new joiners and existing employees, the ready reckoner to be uploaded on KnowMax 5. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively
    16. 16. 16 S.no Activity To improve what Who When How Status 1 Compensation presentation for new joiners To improve the compensation knowledge of new joiners 1 Jun 12 Updating the presentation used in induction WIP 3 Create a BPO transportation policy To minimize chances of error and wrong travel deductions To be initiated 2 Create FAQ’s on compensation for employees and upload it on KnowMax To help employees getting their common doubts and queries resolved Transport policy to be created and signoff from stakeholders WIPSambhu Majumdar 4 Time constraint to be decided for next level supervisors auto approval/rejection for the IA settlement request Initiated To check feasibility if this can be digitized in the system. To minimize the chances of delay in settling the advance IA settlement awareness document and FAQ’s created 22 May 12To reduce the IA settlement recoveries and roll back of deductions 5 15 May 12 To be uploaded with approval from Compensation Lead Aditya Kumar & Sambhu Majumdar Aditya Kumar & Sambhu Majumdar Jaswinder Singh & Sambhu Majumdar Sambhu Majumdar Understand as is process and create FAQ’s for employees WBT/CBT on compensation to be prepared for existing employees 29 Jun 12 WIP To improve knowledge of employees on compensation and basic payroll 6 Jaswinder Singh, Sambhu Majumdar & IRM team Developing WBT/CBT with help of IRM team & CCPM Lead 22 May 12 15 Jun 12 Initiated 10. Status of solution implementation
    17. 17. August 25, 2013 Phase wise target and solutions implementation plan •Updated & deployed the induction content (Basic payroll & compensation) for new joiners •FAQ’s on compensation & basic payroll uploaded on KNOWMAX for existing employees Phase I: Target 30% of the tickets raised in GHD related to categories considered to be reduced as on July 1st 12 May 2nd week July 3rd week Phase II: Target 40% of the tickets raised in GHD related to categories considered to be reduced as on Sep 1st 12 The number of tickets raised in GHD will be tracked month on month and matched with the phase wise targets after successful implementation of phase wise solutions. • Time constraint decided for Auto approval or rejection of the IA settlement request by next level supervisor is digitized • IA settlement awareness document and FAQ’s BPO transport policy created • 100% coverage of WBT/CBT on compensation for existing employees May 3rd week May 3rd week May 4th week June 1st week
    18. 18. THANK YOUTHANK YOU

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