1. Assignment
Designing Operations
Instructor: Mr.BomanMoradian
Submitted by: AnjaniManuri
EPGDBM, Roll Number-02

2. 1 Process Flow Chart of HDPI’s Dispute Resolution Process and its Lead
time & Cycle time
The assignment is to develop a process flow chart depicting the flow of the process related to HDPI’s (HSBC
Electronic Data Processing India Ltd) Dispute Resolution Process.
It will show the existing process and the time taken by the staff to complete the entire process and the existing
Lead Time and Cycle time.
In the end improvements, will be suggested to reduce the cycle time so that the entire process is rendered
more effective.
The main objective of the Operations Team in the Disputes Department is to resolve credit card related
disputes that are received from customers within 2 business days.
Given below is the typical flow of the process:-
1 Scanned documentation of customer disputes are received through an internal application.
2 Agent receives this scanned image.
3 Agent tries to identify the account number.
4 Once the account number is identified, it is indexed to the correct profile of the customer.
5 Then it is pushed into the relevant queue
6 The item is then turned on to another agent.
7 Agentidentifies the type of dispute.
8 If it is a “fraud” type dispute, the item is passed on to another queue
9 From this queue, an agent picks it up within a day’s time and does the initial investigation.
10 Once the initial investigation is done and it has been established as a fraud type dispute, the item is
pushed into a different queue again.
11 Then the item is picked up by another agent.
12 Agent requests for a sales draft from the merchant’s bank
13 The item is pended in a queue for 30 calendar days until the sales draft is received
14 The sales draft is received.
15 Sales draft is analysed.
16 It has been established that the dispute claim is genuine.
17 The customer is credited.
18 Case is closed.

3. PROCESS FLOW CHART
Process Banking Operations
Beginning Entry of Customer Dispute
Ending Resolution of customer dispute
S No. Time Step
(mins) Description
1 5 X Receiving of
scanned
customer
dispute
form into
the system
2 5 X Agent
received the
scanned
image
3 3 X Agent
identifies
the account
number
4 6 X Document is
indexed to
correct
customer
profile
5 2 X Item is
passed to
the relevant
queue
6 3 X Item is
turned on to
another
agent
7 4 X Agent
identifies
the dispute
type
8 2 X Item is
passed to
another
Queue
9 10 X Agent picks
up and

4. carries out
the initial
investigation
10 5 X Item is
pushed to
another que
11 2 X Item is
picked up by
the agent
12 5 X Agent
requests for
a sales draft
13 43200 X Item is
pended for
30 calendar
days
14 4 X Sales draft is
received
15 5 X Sales draft is
analysed
16 6 X Dispute
claim is
established
as genuine
17 5 X Customer is
credited
18 4 X Case is
Closed
TOTAL 43276 8 8 1 1 0
PROCESS FLOW CHART SUMMARY
Symbol # of Times Time (Minutes)
8 28
8 (Lead time =T0) 43
1 43200
1 5
0 O
ANALYSIS
The actual lead time for the entire process is 43 minutes
The total cycle time is 43276 minutes.
Suggestions can be considered to reduce cycle time for the process

5. SUGGESTIONS FOR IMPROVEMENT
Once the dispute form is indexed, the item could be handled by the same operator instead of the
claim being handed over to another operator. This would reduce the number of touch points.
The initial investigation can also be handled by the same operator.
Once the sales draft has been requested, an upfront credit can be issued instead of pending the case
for 30 days. This will drastically reduce the cycle time and also improve the customer experience.
PROCESS FLOW CHART WITH SUGGESTED IMPROVEMENTS
S No. Time Step Description
(mins)
1 5 X Receiving of scanned customer
dispute form into the system
2 5 X Agent received the scanned image
3 3 X Agent identifies the account number
4 6 X Document is indexed to correct
customer profile
5 4 X Agent identifies the dispute type
6 10 X Agent carries out the initial
investigation
7 5 X Agent requests for a sales draft
8 5 X Customer is credited
9 4 X Case is Closed
Total 47 2 7 0 0 0
POSSIBLE CHANGES AFTER SUGGESTED IMPROVEMENTS
The total cycle time is 47 minutes which has been drastically reduced.
The lead time has been brought down to 37 minutes
Symbol # of times Time ( mins)
2 10
7 37
0 0
0 0

6. 0 0
2. Where does your organization fall in the ‘Service Matrix’? Explain.
HIGH
LOW Degree of Interaction & Customization
LOW Service Factory Service Shop
Degree of Labor Intensity
Mass Service Professional
HSBC Electronic Data Processing India Ltd.
HIGH
Service Matrix
The banking BPO is a highly labour intensive business as it experiences heavy volumes and hence
there is a need for skilled/unskilled labourers.
Fixed costs are comparatively lower than labour costs.
There is a high interaction level as operators are involved in customer contact either via phone or
through emails.
CAN YOU ENHANCE THE CUSTOMER CONTACT YOU ARE CURRENTLY PROVIDING? IF SO HOW?
There is no further scope to enhance the customer contact. We have all methods possible. Customer
can contact us via phone, postal mail as well as email. All possible avenues have been explored.
3.
a) Identify the parameter of competition in your business.
First time resolution
Rate per hour or Unit per hour
Attrition rate
Customer Satisfaction surveys or the CSAT score
Soft skills of staff like communication skills etc
Quality of service

7. b) Develop order winners and qualifiers for your business segments.
Serial Number Parameters Qualifiers
1 First time resolution 30
2 Rate per hour/Unit per hour QQ
3 Attrition Rate Q
4 CSAT Scores 30
5 Communication skills Q
6 Quality of service 40
c) Critically comment if the process choice and various other elements of your
business fit the above.
First time resolution:-Very important from the customer’s perspective as it is not advisable to give the
customer a run-a-round while he is anticipating a quick resolution. Not resolving a credit card dispute quickly
could lead to the customer avoiding payments and thereby a lot of finance charges could get accumulated for
the customer.
Rate per hour:-Number of units processed in an hour is of utmost importance from the business
perspective as it reflects on the competency of the business unit.
Attrition Rate:-Low attrition levels is generally preferred so that we can minimise on the costs incurred for
training and hiring procedure
CSAT Scores:-Reflects the business’ performance. Very important in order to bid for future business deals .
Communication skills:-Good communication skills displayed by the employees creates a good impact
on the business and also has an effect on the overall customer experience.
Quality of service:-Important from both customer as well as business perspective.