This is a sample case study on Six Sigma projects run at MACH Teledata.

1. MACH Teledata
World’s largest
telecom roaming settlement organization
Case Study on
Reduction in Delinquency
LN Mishra and Jayshankar K
Adaptive Processes Consulting Pvt. Ltd.
March 2012

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
Simpler, Faster, Better 2© Adaptive Processes

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.
Simpler, Faster, Better 3© Adaptive Processes

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
Simpler, Faster, Better 4© Adaptive Processes

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
Simpler, Faster, Better 5© Adaptive Processes

6. Challenges
• No existing measurements of
tracking system in place
Simpler, Faster, Better 6© Adaptive Processes

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”
Simpler, Faster, Better 7© Adaptive Processes

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
Simpler, Faster, Better 8© Adaptive Processes

9. AS IS Performance
Simpler, Faster, Better 9© Adaptive Processes
11127.35
2492.812924.78
17091.76
3319.24
1959.48
11801.89
1500.03
299.64
11459.62
3739.88
467.18
16575.32
6373.17
496.29
14821.70
5383.16
2305.79
16366.18
5708.89
333.29
18307.80
4704.55
263.65
9392.63
2182.99
74.65
10545.23
961.8724.25
0
5000
10000
15000
20000
APR MAY JUN JUL AUG SEP OCT NOV 1st-15th
DEC
15th-
31st DEC
Analysis basedon value of the TreatedFiles ( InK-SDR)
Within 1.5 Day's Within 1.5 -3 Day's More than 3 Day's

10. New performance
Simpler, Faster, Better 10© Adaptive Processes
62.89
17.0120.09
74.01
16.27
9.72
84.21
12.25
3.53
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
5.85
0.15
0
20
40
60
80
100
APR MAY JUN JUL AUG SEP OCT NOV 1st-15th
DEC
15th-31st
DEC
Percentage of Response time
Within 1.5 Day's Within 1.5 -3 Day's More than 3 Day's

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.
Simpler, Faster, Better 11© Adaptive Processes

12. Client contact
Sekhar Rao
Ex-CEO
bsekharrao@yahoo.com
Simpler, Faster, Better 12© Adaptive Processes

13. Name: Adaptive Processes
Phone: 1-800-3070-2040
Email: Info@AdaptiveProcesses.com