Road Map : Improve

1
Improvement Vital X1 ‘Error on DFD Issues’

Problem Description: Error on DFD Screen is marked if, HNA or DIDs did not get allocated because the advisor did not add feature line infor
mation. We have performed the testing to check the error is greater than 5 % margin with the 95 % confidence interval. As our data is discrete, we have tak
en One Proportion test.

Step 2 Step 1 Tool Used: Brainstorming

Alternative Risk Assessment

1 Refresher Training May be all advisors not covered (advisors not identified)

2 Daily PSB to be updated May the absent advisors not covered

Step 3 S.No. Criterion Weightage

Alternative 1
Points Total
Alternative 2
Points Total
Alternative Selection 1 Ease of implementation 5 5 25 5 25
2 Defect Reduction 5 4 20 4 20
3 Permanent solution 5 4 20 3 15
Tool Used: Brainstorming 4 Less risk involvement 5 4 20 3 15
Criterion based Matrix 85 75

2
Improvement Vital X2 ‘Cancelled at sales agent’s request and not reissued’

Problem Description: Cancelled at sales agent’s request and not reissued is marked if, order is cancelled at sales agent’s request but not reissued hen
ce delayed. We have performed the testing to check the error is greater than 5 % margin with the 95 % confidence interval. As our data is discrete, we have taken One
Proportion test.

Step 2 Step 1 Tool Used: Brainstorming

Alternative Risk Assessment

Feedback can be sent to sales team (360 Advisors may not be authorised to send the feedback to all sales
1 degrees feedback) agents

Reconfirmation with the sales agent to reissue Sales agent might not be able to give the confirmation in all the
2 or not orders

Step 3 Alternative 1 Alternative 2

S.No. Criterion Weightage
Points Total Points Total
Alternative Selection 1 Ease of implementation 5 3 15 4 20
2 Defect reduction 5 4 20 4 20
Tool Used: Brainstorming 3 Permanent solution 5 3 15 3 15
4 Less risk involvement 5 3 15 3 15
Criterion based Matrix
65 70

3
Improvement Vital X3 ‘Service not compatible’

Problem Description: Service not compatible error is marked, when back office’s advisor didn’t check the compatibility chart. We have p
erformed the testing to check the error is greater than 5 % margin with the 95 % confidence interval. As our data is discrete, we have taken One Proporti
on test.

Step 2 Step 1 Tool Used: Brainstorming

Alternative Risk Assessment

1 Refresher Training May be all advisors not covered (advisors not identified)

2 Daily PSB to be updated May the absent advisors not covered

Step 3 Alternative 1 Alternative 2

S.No. Criterion Weightage
Points Total Points Total
Alternative Selection 1 Ease of implementation 5 5 25 5 25
2 Defect reduction 5 4 20 3 15
Tool Used: Brainstorming 3 Permanent solution 5 4 20 3 15
4 Less risk involved 5 4 20 4 20
Criterion based Matrix
85 75

4
Improvement Vital X4 ‘Incorrect Address’

Problem Description: Incorrect Address” error is marked, if the Sales team has given incorrect address on Performa. We have performe
d the testing to check the error is greater than 5 % margin with the 95 % confidence interval. As our data is discrete, we have taken One Proportion test.

Step 2 Step 1 Tool Used: Brainstorming

Alternative Risk Assessment

1 Check address matches website May increase handling time

feedback to sales agent to provide correct

2 address in first place
Sales agent may ignore the feedback

Step 3 Alternative 1 Alternative 2

S.No. Criterion Weightage
Points Total Points Total
Alternative Selection 1 Ease of implementation 5 3 15 3 15
2 Defect reduction 5 5 25 4 20
Tool Used: Brainstorming 3 Permanent solution 5 4 20 3 15
4 Less risk involved 5 3 15 3 15
Criterion based Matrix
75 65

5
Improvement Vital X5 ‘Duplicate Order Issued’

Problem Description: Duplicate order issued” error is marked, when the back Office advisor did not check that orders have already been i
ssued. We have performed the testing to check the error is greater than 5 % margin with the 95 % confidence interval. As our data is discrete, we have tak
en One Proportion test.

Step 2 Step 1 Tool Used: Brainstorming

Alternative Risk Assessment

1 Refresher Training May be all advisors not covered (advisors not identified)

2 Daily PSB to be updated May the absent advisors not covered

Step 3 Alternative 1 Alternative 2

S.No. Criterion Weightage
Points Total Points Total
Alternative Selection 1 Ease of implementation 5 5 25 5 25
2 Defect reduction 5 4 20 4 20
Tool Used: Brainstorming 3 Permanent solution 5 4 20 3 15
4 Less risk involved 5 4 20 3 15
Criterion based Matrix
85 75

6
Summary of Improvement Phase

Client has taken this issue with Open

reach.

Data sent to client and client took

action, improvement shown.

7
Trials and Results

8
IMPROVE Check List