The project aims to improve the process quality of an associates team which has dropped below the 95% SLA to 92% over the last 4 months. The goal is to achieve over 95% monthly quality. Stakeholders include the Vice President as Champion, Assistant Vice President as Sponsor. The project will focus on associates in production from October 2010, and follow a DMAIC methodology from June 2010 to December 2010 to define, measure, analyze, improve and control the process.

1. Project Name: Quality Improvement Roles and Responsibilities(Use ARMI or RASIC for
elaboration)
Business Case: Stakeholders Business Leader
Champion Vice President
Sponsor Assistant Vice President
MBB
Process Leader
Team Member SME,QCA, 4 Associates, MI team, AM PE & AM operations
Problem Statement:
Last 4 months data shows that the Process Quality has been reduced to 92%
against the SLA of 95.00%. It might impact our long term business planning with
the existing client and can contribute to process penalty, client dissatisfaction
and VOC.
Goal Statement:
To achieve more than 95% monthly quality score for the entire process.
Project In Scope:
1.Associates in production effective October 2010
Project Out of Scope:
1. Associates in training as on June 2010
2. Any new work or queue added effective May 2010
3. Indexing Process.
Timelines/Mileston
es/Phases
Start Date End Date
Start date: 5th
June 2010 -
DEFINE 15th
June 2010 10th
July
MEASURE 11th
July 15th
August
ANALYZE 17th
August 30th
September
IMPROVE 5th October 2010 20th
November
CONTROL 25th
November 15th
December 2010
d
Define
Project Charter