Assignment 1Innovation ManagementSubmitted by Anjani Manuri Roll Number -02BackgroundI worked with HDPI (HSBC Electronic Data Processing India Ltd). We handle Credit Card Disputespertaining to MasterCard and Visa networks. Disputes from customers are received through emails,letters or fax which are scanned and received via an internal application called GWIS. From there, wepick up the work and proceed accordingly. In case a dispute remains unresolved due to somepending documentation from the customer, we need to diarise (pend the case in the system) it untilthe required information is received. In the interim we also need to ensure that the disputetimescales do not elapse. In case the timescales elapse, this will result in an operational loss to thebusiness.Hence it is very essential that we track the dispute on a timely manner to ensure that: No timescales are missed To monitor and see if a customer response is received.There was no particular tracking system available within GWIS. So operators would track the workmanually in excel sheets. This again entailed several complications which are as follows:- There could be loss of confidential information There could be miss-outs on timescales due to inefficient tracking The excel sheets data could go missing due to an operator errorWe also had to take senior management approval before processing any high dollar value disputes.Approvals were sought via emails to the management. This caused a delay in receiving the approvalsand thereby affecting the customer experience process in a negative way.Idea proposed to tackle this problem:-In view of the above, our central MIS ( Management Information Systems) team came up with aninnovative idea of automating the entire data storage and tracking process. They developed adatabase using Visual Basic and MS Access called the "IRIS".This was a phenomenal success. IRIS was highly automated and extremely efficient. A simple macrowas run by way of which all the data was loaded into the IRIS system. The IRIS system was also madevery intuitively in a way that it would give recommendations to the user on which chargeback codeto process.IRIS would also calculate the dispute timescales and track the item accordingly. In case thetimescales are approaching it would alert the user.
IRIS had an in-built approval system in it. With the click of a button the user could send the item tothe management team for an approval and the management is mandated to clear the approvalbasket by end of day. This has led to FIRST TIME RESOLUTION in the process and resulted inCustomer Delight.This innovation is seen as a disruptive innovation which led to radical changes within the process.The stakeholders involved and the value it created for them are as follows:-End Users/Operators: The entire process became easy for them to track The timescale alert feature kept the operator alert and informed of the timescales, hencethey were better informed to take a wise decision on the dispute Efficiency of the operator increased as working with IRIS was proven to be faster and moreefficient than working with the traditional excel sheets that were used earlier. There were no miss-outs or any loss of information as the data was managed by the centralteam.Customers: Customers disputes were handled more efficiently and quickly Quick approvals resulted in Customer Delight Right decisions were taken on the dispute due to the recommendations that IRIS offeredSenior Management: The overall efficiency and productivity improved for the process The in-built approval system incorporated in IRIS has made their jobs hassle-free as theycould just process approvals at the click of a button once the dispute scenario was studied.Difficulty to Implement the idea:This was a major hurdle as it required inputs from various stakeholders mostly the operators and thesubject matter experts. The Central team had to take feedback with few sections of the populationas to what kind of features to incorporate. Few of the operators were not open to shift from theexcel type of storage to the current format that IRIS offered. Implementation was done in a phasedmanner to test the worthiness of the systemRealization of the idea:
There was a considerable amount of time spent to reap the benefits since operators needed to getadjusted to the new way of functioning of the IRIS database. The benefits seen were phenomenal.Efficiency improved by 20% and quality also improved by leaps and bounds.Risks involved in using the IRIS: Incorrect data being loaded into the system Duplicate items being loaded into the system File getting corrupted Theft of confidential information Risk of the program file getting deleted The system could slow down when there is heavy traffic in terms of usageSuccess factors involved in using the IRIS: Productivity soared Efficiency improved Database was user-friendly and everything was available at the click of a button Response time of the database was faster when compared to the excel sheets that wereused Kept the operators motivated since the database was easy to use when compared toworking with excel which led to high levels of frustration at times The database was also proactive by offering recommendations about the suggested actionsto be taken Reporting was also hassle freeThe above innovation was one of its kind in our office and this system was replicated in otherprocesses as well due to the runaway success it rendered to our process. This is certainly asustainable feature as it involves very low cost from the development and implementationperspective. The MIS team were also awarded for the efficiency that they brought in to our process.