Reducing_Learning_Curve_in_LB_GB_Sujith

Green Belt Project
Reducing Learning Curve of New Hires in Supplemental Keying Lockbox

Project Title : Reducing Learning curve of New Hires
Green Belt Candidate : Sujith Kolath
LOB/Division : Lockbox
Sponsor : Rajesh Balaraju
Deployment Champion : Rajesh Balaraju
Coach (BB/MBB) : Amir Nair
QPC ID : 23401
Core Process: : Supplemental Keying Lockbox
Basic Project Info
2

Project Charter
SFO Type 1 23401LockboxSujith Kolath Reducing Learning Curve Amir Nair Rajesh V Balaraju
Project ScopeBusiness Case / Case for Change
Problem / Opportunity Statement
Role Name Role
Project Champion Rajesh V Balaraju Delivery Leader
Finance Certifier
Project Coach Amir Nair BB
Project Leader Sujith Kolath Manager
Nishant Team Leader
NA
Rajesh V Balaraju Delivery Leader
Rajeshwari MI Analyst
Team Member Bhagya SME/TD
Team Member Timothy Team Leader
Team Member
Project Charter
Project Goal Statement Project Team
Team Member
Process Owner
The Lockbox process handles supplemental keying for 7 sites across the US. The
BACS team currently works 3 shifts providing 24x7 coverage.
As a process Lock Box has to achieve a minimum of 1.37 Million Key
strokes/FTE/Month which is critical to meet the customer requirement.
To achieve this every associate post 13 weeks of Go-Live Date needs to achieve 8400
KSPH.
Currently the new hires are able to achieve 5122 KSPH post 13 weeks. The project
team would focus on reducing the learning curve of new associates and help them
achieve 6000 KSPH in week 14 - 17 post Go-Live date.
Reducing the learning curve would result in additional 9.5 Million Keystrokes generated
with the 60 FTE ramp-up.
Is:
- Supplemental Lockbox
- Hyderabad
- Associates less than 17 weeks post go live date
Is Not:
- All Other Processes
- Other Sites ( eg: Atlanta / Dallas / Chicago)
- Associates greater than 17 weeks post go live date
The goal is to improve KSPH for New Hires Associates (post 13 weeks of Go-Live
Date) in Week 14 – 17 from 5122 (12 batches in 2007) to 6000 by Nov 2008. This is a
17% increase over the current performance.
Currently the average KSPH of New Hires Associates (post 13 Weeks of Go-Live Date) from Week 14 to Week 17 is 5122 for 12 batches in 2007 as against a target of
8400.
4

Project Plan & Tracker
TRUE 2008
Start Finish Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Task 5
Task 4
Analyze
Task 1
7/28/2008 8/24/2008
Task 2
Task 3
Phase
6/16/2008 6/29/2008
6/30/2008 7/27/2008Measure
Define
8/25/2008 9/14/2008
Control
Improve
9/15/2008 11/9/2008
Base level Target Year Benefit
Productivity KSPH 5122 6000 Nov-08 9519223 Keystrokes
CTQ Unit
AugustJulyJuly 3rd, 2008
Control
NovemberSeptember
Define Measure Analyze Improve
Tollgate Status
CTQ's and Metrics Benefits Forecast
Project Plan Summary
5

SIPOC
CustomerOutputProcessInputSupplier
• LOB Partners• New Hires
Associates
achieving
productivity target
• New Hire Hiring
• NH Training
• Training Material
• NH Coaching
• HR
• Trainer
• FLMs / Managers
Associates get Hired
Associates go through
1 Week of Process
Training
Associates move into
complete production
and needs to hit a
target of 8400 KSPH
Associates go into
OJT for 13 Weeks
Start Stop
Associates to go
through 8 days of
pre-process training
7

Current Scenario 6000 KSPH is achieved in week 25-26. Plan to reduce the
learning curve by 2 Months.
Primary Metric
8

DPMO for 12 Batches
Saved Keystroke for 12 Batches
PTU for 12 Batches
Secondary Metric
• DPMO includes external/internal errors
• Huge reduction in DPMO from Month1 to
month 4 is due to associates moving out
of review.
• PTU is consistent from month 2 to
month 4.
• Saved Keystrokes has been consistent
from month 2 to month 4.
9

Secondary Metric
• Saved Keystrokes has been consistently improving week on week.
• The initial dip in Saved Keystrokes is due associates getting comfortable with the system
Secondary Metric- Saved KS%
20
25
30
35
40
Week
SavedKS%
Result 27 29 30 31 32 34 32 32 32 34 33 34 33 33 34 33 34 33 33 33 34 34 32 34 33 34
Goal 34 34 34 34 34 34 34 34 34 34 34 34 34 34 34 34 34 34 34 34 34 34 34 34 34 34
Wk
1
Wk
2
Wk
3
Wk
4
Wk
5
Wk
6
Wk
7
Wk
8
Wk
9
Wk
10
Wk
11
Wk
12
Wk
13
Wk
14
Wk
15
Wk
16
Wk
17
Wk
18
Wk
19
Wk
20
Wk
21
Wk
22
Wk
23
Wk
24
Wk
25
Wk
26
10

75006500550045003500
95% Conf idence Interv al f or Mu
54005300520051005000490048004700
95% Conf idence Interv al f or Median
Variable: Month 4
4700.63
742.38
4889.56
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
5339.05
1078.72
5356.20
7375.00
5682.50
4969.00
4513.00
3385.00
57
0.186992
0.547178
773231
879.34
5122.88
0.112
0.603
95% Confidence Interval for Median
95% Confidence Interval for Sigma
95% Confidence Interval for Mu
Anderson-Darling NormalityTest
Descriptive Statistics
Data for Week 14 to Week 17
KSPH is at 5122 for 12 batches of 57 Associates. No Significant Difference in KSPH post
removing Top and Bottom 5% Performers
Primary Metric Descriptive Stats
6800630058005300480043003800
5300520051005000490048004700
Variable: Data
4722.08
564.29
4899.67
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
5308.95
838.34
5279.03
6736.00
5639.00
4969.00
4524.00
3824.00
51
-6.0E-01
0.365355
454830
674.41
5089.35
0.069
0.685
Anderson-Darling Normality Test
Data without top & bottom 5%
performers
11

There is a volume dip from Oct to Feb however sufficient volume for associates
to process across all months
Volume Trend for 2 Years
13

Cost Benefit Analysis
* Approximate 7 FTE benefit
14

As Is Process Map - Hiring
Yes
Line Manager
Offer Letter
STOP
Yes
No
Start
Essay Writing
Aptitude Test
Apply after 3 months
Yes
No
No
Typing Test
HR Interview
No
Yes
No
Yes17

As Is Process Map - Pre Process
START
Language
Proficiency
Sentence
Structure
Articles
Subject-Verb
Agreement
Activities
Relevant use
of
prepositions
Practice
exercises for
Reading &
Comprehensi
on
Types of
Tenses
Reading &
Comprehensi
on
Tips on how
to draw
answers from
a given
document
Exercises for
speed reading
Analytical
Skills
Importance of
Analytical
skills
brainstorming
Definition &
Application of
Analytical
skills at work
Tools used for
Analysis with
exercises
Expectation
setting for a
Corporate
environment
Etiquette &
Grooming
Transitioning
from Campus
to Corporate
Do’s & Don’ts
for a business
environment
Typing
Business
writing & E
mail skills
Practice
exercises
Alpha-
Numeric
typing and
keyboard
skills
Overview of
the structure
of a formal
email
Active and
Passive Voice
Punctuation
and Spelling
STOP
18

As Is Process Map - Process training
HIPAA
Test
N
Lockbox Operations
in detail (Scanning &
Workflow)
Login Procedures
Vicor 7 sites
Login Methods
Unix Screen
Supplemental
RIDS Screen
ID Request
Briefing on Workfiles Workfiles
Types of Checks
Types of TID
Start
Hierarchy
Overview of
Lockbox
Process Map
HIPAA
SOP
Training
Quiz
F11 Codes
Universal Keyboard
Functions
Types of Keying
Assistant (ICR)
CTQs & Operation
Metrics
Training on Sensitive
lockboxes
Session with
Reviewers
Overview of ALP
(AML, COE, IP) &
MYG
SOP Test
Y N
Vicor System
Login
STOPSTOP
ALP Course
NT System
password setup
Vicor system
password setup
19

As Is Process Map - OJT
Start
Vicor ID
testing (All
sites)
Refresher
Sessions
Keying under
internal review
Buddy up with
tenured keyers
Refresher
Sessions/SOP
tests
Feedback &
Coaching
BAU
Alignment to
teams
Stop
20

Prioritization Matrix
Key Focus Areas
for this project
22

Pareto of Cause and Effect Matrix
All these inputs
are a part of the
Hiring / Training /
OJT Processes
24

Measurement System Analysis
MSA is not applicable since the KSPH is System Generated Data
25

• Remittance documents
and envelopes are
imaged
• Supplemental key
entry from images of
client specific
requested data
elements
Mail processing Extraction station
• Dollar amounts
keyed from images
• All items encoded
Checks
to item
processing
• Negotiability review
• Check scanning• Mail sorted to
lockbox level
Check
encoding
Image capture Lockbox
database
• Information to
DDA
• Availability
assigned
• Output file
Client information
delivery
Southeastern Industrial Co.
PO Box 277654
Atlanta, GA 30384-7654
303847654
33¢rprises
42141
Paper
12,787.50
23456
Data
Data
Data
Checks and data Checks
• Online
reports
• Online
images
• CD-ROM,
image
transmission
West Enterprises
Glasgow, KY 42141
Sou
PO
Atla
33¢
• Remittance documents
and envelopes are
imaged
• Supplemental key
entry from images of
client specific
requested data
elements
Mail processing Extraction station
• Dollar amounts
keyed from images
• All items encoded
Checks
to item
processing
• Negotiability review
• Check scanning• Mail sorted to
lockbox level
Check
encoding
Image capture Lockbox
database
• Information to
DDA
• Availability
assigned
• Output file
Client information
delivery
PO Box 277654
303847654
33¢rprises
42141
PO Box 277654
303847654
33¢rprises
42141
Paper
12,787.50
23456
Data
Data
Data
Checks and data Checks
• Online
reports
• Online
images
• CD-ROM,
image
transmission
West Enterprises
Glasgow, KY 42141
Sou
PO
Atla
West Enterprises
Glasgow, KY 42141
Sou
PO
Atla
33¢
Activity of Product
Activity of the Associate
28

Activity of Associate & Equipment
Activity of Equipment
Keyboard / Monitors
Chair
Soft Board / Lighting
Data Point: 12
4 Associates (1 Tenured, 3 New Hires)
1 Auditor
29

Quick Hits
Issues Action Status
The arm rest for chairs being
removed by few associates
All chairs have been replaced without the provision of
removing arm rest Closed
Clarity of LCD monitors VS CRT
monitors
31 new workstations with LCD monitors and 11 to be
replaced from stock Closed
HP keyboard Not Effective All Keyboards changed to TVS keyboard Closed
Dull appearance of soft boards Facelifting for Lockbox Floor Closed
Lack of short cut key usage
amongst New Hires Standardizing Usage of Shortcut Keys On Going
High Defer Time Steps reduced in defer procedures Closed
Reducing the Login time to sites WIP
30

The time taken to defer a case
has improved from 36 Secs to 15
Secs which is a 58%
improvement on existing
process
Improving Defer Time for Associates
31

Standardizing Usage of Shortcut Keys
Benchmarking Activity
32

Potential X’s
Xs Test
Typing scores Moods Median
Interviewer One Way Anova
Prior Work Experience Moods Median
Production Time During OJT Correlation-Regression
PKT Scores One Way Anova
Training Scores One Way Anova
R&R During OJT SME Feedback
FLM Alignment Wilcoxon/Kruskal-Wallis
OJT Shift Schedule Wilcoxon/Kruskal-Wallis
Saved Keystrokes % 2 Sample T test
Customer Instructions SME/Reviewer Feedback
33

Analyze Summary
Xs Test Result
Typing scores Moods Median Critical
Interviewer One Way Anova Critical
Prior Work Experience Moods Median Critical
Production Time During OJT Correlation-Regression Not Critical
PKT Scores One Way Anova Critical
Training Scores One Way Anova Not Critical
R&R During OJT SME Feedback Critical
FLM Alignment Wilcoxon/Kruskal-Wallis Not Critical
OJT Shift Schedule Wilcoxon/Kruskal-Wallis Not Critical
Saved Keystrokes % 2 Sample T-test Critical
Customer Instructions SME/Reviewer Feedback Critical
35

• The data is not normal and we are using Moods
Median to test significance.
• P value is 0.001 and this implies that typing
scores during hiring has a critical impact on the
KSPH.
• Associates hired at typing scores below 10000 had
an average score of 4744 KSPH as compared to
associates with 5477 KSPH who were hired above
10000 score.
75006500550045003500
59005800570056005500540053005200
Variable: Month 4
5311.16
475.46
5232.18
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
5806.81
971.60
5888.65
7375.00
5819.50
5477.00
5249.00
4524.00
17
3.46627
1.12419
407554
638.40
5560.41
0.128
0.556
Typing Statu: Yes
Potential X1-Typing Scores
75006500550045003500
530052005100500049004800470046004500
Variable: Month 4
4513.95
749.49
4648.33
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
4932.15
1189.37
5252.67
7158.00
5285.25
4743.50
4481.25
3385.00
38
0.388154
0.863101
845147
919.32
4950.50
0.001
1.416
Typing Statu: No
People hired externally had
to have a Keying Speed of
7000-8000. This was based
of the speed that was
required for the process
when it was migrated. Over
4 years the overall targets
had changed several times
however the hiring scores
were not revised
consistently with change in
time. When we ran the
analysis the associates who
had joined us with higher
typing speed were doing a
better job of meeting the
ramp up numbers. This
prompted us to revise the
JD (Hiring Req – details)
36

Vamsi
Sucharita
Sorabh
Others
Birender
7500
6500
5500
4500
3500
Interviewer
Month4
Boxplots of Month 4 by Intervie
(means are indicated by solid circles)
• The data is normally distributed for the 5 interviewers. Analysis
indicates significant difference between interviewers.
• P-value is 0.019 and indicates interviewer 4 shows a significant
difference from the others.
• There has been a significant difference between interviewers who were
SMEs in the process compared to new people or T3 supervisors.
Potential X2-Interviewers
75006500550045003500
5900540049004400
Variable: Month 4
4517.78
403.70
4580.16
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
5826.18
1242.71
5601.09
6076.00
5684.00
4977.00
4528.75
4500.00
8
-1.12182
0.636285
372815
610.59
5090.63
0.254
0.412
Interviewer: Vamsi
75006500550045003500
500045004000
Variable: Month 4
3824.00
248.71
3909.36
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
4969.00
1192.86
4940.24
4969.00
4746.50
4507.00
4062.00
3824.00
5
1.19289
-3.3E-01
172322
415.12
4424.80
0.584
0.242
Interviewer: Birender
75006500550045003500
580053004800
Variable: Month 4
4866.35
748.98
5111.31
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
5857.52
1276.44
5829.31
7375.00
6050.00
5477.00
4783.00
3600.00
29
-2.6E-01
0.215052
890753
943.80
5470.31
0.791
0.229
Interviewer: Sucharita
75006500550045003500
6000500040003000
Variable: Month 4
4074.00
321.20
3216.16
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
5284.00
3877.15
6281.17
5284.00
5284.00
4888.00
4074.00
4074.00
3
-9.6E-01
380585
616.92
4748.67
0.476
0.233
Interviewer: Others
75006500550045003500
520047004200
Variable: Month 4
4365.36
508.90
4232.73
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
5131.32
1219.73
5145.61
6120.00
5133.75
4652.50
4363.50
3385.00
12
0.783134
0.117384
516079
718.39
4689.17
0.774
0.223
Interviewer: Sorabh
37

• The data is not normal and explain the
difference between people with prior work
experience and skill sets.
• P value is 0.022 implies that prior work
experience in similar field has an impact on
productivity.
Potential X3-Experience Status
75006500550045003500
5700560055005400530052005100500049004800
Variable: Month 4
4847.99
576.61
4982.59
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
5639.01
956.21
5501.22
7158.00
5786.25
5249.00
4732.75
3920.00
32
0.170601
0.302387
517297
719.23
5241.91
0.886
0.194
EXP Ststus: Yes
75006500550045003500
550050004500
Variable: Month 4
4509.38
816.31
4538.98
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
5122.15
1454.38
5402.06
7375.00
5442.50
4647.00
4488.50
3385.00
25
0.375380
0.916841
1092960
1045.45
4970.52
0.005
1.134
EXP Ststus: No
There was no specific
requirement of experience
as a part of the Hiring
Criteria. However SME
expertise identified that
people with prior work
experience especially with
keying background had
higher speed when
compared to associates
with no experience.
38

Yes
No
7500
6500
5500
4500
3500
PKT Ststus
Month4
Boxplots of Month 4 by PKT Stst
(means are indicated by solid circles)
Potential X4-PKT Scores
The data is normal and explains the difference in performance between people
above and below 80%. P value is 0.021 implies a significant impact due to
knowledge levels during OJT.
75006500550045003500
5700560055005400530052005100500049004800
Variable: Month 4
4810.88
687.29
4961.33
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
5516.95
1171.31
5620.19
7375.00
5913.00
5152.00
4585.50
3824.00
29
0.230012
0.809813
750061
866.06
5290.76
0.085
0.641
PKT Ststus: Yes
75006500550045003500
515050504950485047504650455044504350
Variable: Month 4
4374.69
598.10
4385.09
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
4903.22
1110.96
5074.45
6120.00
5493.50
4574.50
4264.50
3385.00
22
-6.3E-01
0.288395
604358
777.40
4729.77
0.227
0.467
PKT Ststus: No
Historical PKT was not given too much of weightage. There was a process of a pen & Paper based test that got conducted when the
associates were part of the training. Incase the associates failed to score a 80% a feedback was provided and then the issue was
closed. There was no closed looping mechanism to validate if the associates had improved before being sent to the production floor
PKT Tool Launched
to ensure regular
PKTs for
associates in and
post training
39

• The data is not normal and describes the performance of
people as against the training scores.
• P- value is 0.509 indicates no significant difference in
performance between people above and below 90% (post
training scores)
Potential X5-Training Scores
75006500550045003500
5550530050504800
Variable: Month 4
4694.81
656.90
4844.27
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
5406.63
1119.52
5474.01
7375.00
5682.50
4888.00
4513.00
3600.00
29
0.657199
0.830026
685207
827.77
5159.14
0.038
0.781
Post Trainin: Yes
75006500550045003500
550050004500
Variable: Month 4
4566.72
745.99
4719.45
Maximum
3rd Quartile
Median
1st Quartile
Minimum
N
Kurtosis
Skewness
Variance
StDev
Mean
P-Value:
A-Squared:
5545.41
1284.29
5451.19
7158.00
5766.50
5073.50
4494.75
3385.00
28
-6.4E-03
0.401307
890279
943.55
5085.32
0.736
0.245
Post Trainin: No
When associates finish their Process Training a test is conducted to check their knowledge level & the amount of information they
have been able to grasp. This is tested through the training Scores.
40

Potential X6-Production Time during OJT
Correlations: Month 4, Prod Time 3 Month
Pearson correlation of Month 4 and Prod Time 3 Month = -0.026
P-Value = 0.847
Regression Analysis: Month 4 versus Prod Time 3 Month
The regression equation is
Month 4 = 5465 - 2.7 Prod Time 3 Month
Predictor Coef SE Coef T P
Constant 5465 1774 3.08 0.003
Prod Tim -2.73 14.11 -0.19 0.847
S = 887.0 R-Sq = 0.1% R-Sq(adj) = 0.0%
Analysis of Variance
Source DF SS MS F P
Regression 1 29397 29397 0.04 0.847
Residual Error 55 43271545 786755
Total 56 43300942
• (R-Sq of 0.1%) describes the amount of variation in the performance of the associates that is explained by the production time of
the associates
• This implies that the Production Hrs in the training period has “NO” impact on the productivity of the associate once they go BAU,
which is further implied by the p Value being > 0.05
One of the thoughts that came
out of the brainstorming
session was that the amount of
time that the associates spent
processing during the training
period would help them in
improving their speed. On an
average associates spend 125
Hrs in during the learning curve
41

FLM Alignment
Aravapalli C Sekhar
Briender Singh Thakur
Jacqueline A Rodrigues
Kiranmai Nara
Konete Radhika
Nayakawadi Bhagyawathi
Nishant Gupta
Pushpalatha Mungara
Rama Krishna Chitrapu
ShaikA Ahmed
Shailendra G
Shilpa S Kankipati
Sorabh Kulshrestha
Srinvas CharyM
TimothyJ Kusuma
Level
5
4
5
5
4
4
4
7
1
3
5
4
1
4
1
Count
153.000
171.500
86.000
154.000
132.000
147.000
71.500
156.000
54.000
60.000
189.000
137.000
37.000
83.000
22.000
Score Sum
30.6000
42.8750
17.2000
30.8000
33.0000
36.7500
17.8750
22.2857
54.0000
20.0000
37.8000
34.2500
37.0000
20.7500
22.0000
Score Mean
0.212
1.718
-1.650
0.240
0.484
0.953
-1.375
-1.131
1.489
-0.947
1.227
0.640
0.456
-1.015
-0.395
(Mean-
Mean0)/Std0
15.8294
ChiSquare
14
DF
0.3239
Prob>ChiSq
1-way Test, ChiSquare Approximation
Small sample sizes. Refer to statistical tables for tests, rather than
large-sample approximations.
Wilcoxon / Kruskal-Wallis Tests (Rank Sums)
• The data is not normal and describes the performance of people as against the FLM respective FLM Alignment.
• P- value is 0.323 indicates no significant difference in performance between people aligned to different FLMs.
42

OJT Shift Schedule
3000
3500
4000
4500
5000
5500
6000
6500
7000
7500
Month4
Shift 1 Shift 2 Shift 3 Shift 4 Shift 5
Shift Wise - Ist Month
All Pairs
Tukey-Kramer
0.05
Shift 1
Shift 2
Shift 3
Shift 4
Shift 5
Level
16
7
8
16
10
Count
454.000
243.000
318.000
419.000
219.000
Score Sum
28.3750
34.7143
39.7500
26.1875
21.9000
Score Mean
-0.169
0.960
1.964
-0.790
-1.479
(Mean-
Mean0)/Std0
6.4974
ChiSquare
4
DF
0.1650
Prob>ChiSq
1-way Test, ChiSquare Approximation
Wilcoxon / Kruskal-Wallis Tests (Rank Sums)
• The data is not normal and describes the performance of people as against the shifts the associates were scheduled in month 4.
• P- value is 0. 165 indicates no significant difference in performance people across all 5 shifts.
43

Saved Keystrokes%
3000
3500
4000
4500
5000
5500
6000
6500
7000
7500
Month4
No Yes
Saved KS Status
All Pairs
Tukey-Kramer
0.05
Yes-No
Assuming unequal variances
Difference
Std Err Dif
Upper CL Dif
Lower CL Dif
Confidence
512.52
251.52
1024.01
1.02
0.95
t Ratio
DF
Prob > |t|
Prob > t
Prob < t
2.037678
33.38428
0.0496 *
0.0248 *
0.9752 -1000 -500 0 500 1000
t Test
3000 3500 4000 4500 5000 5500 6000 6500
3500 4000 4500 5000 5500 6000 6500 7000 7500
Location
Dispersion
Type
µ
s
Parameter
5446.5714
998.66354
Estimate
4991.9852
764.03666
Lower 95%
5901.1576
1442.1395
Upper 95%
Parameter Estimates
Shapiro-WilkWTest
0.932427
W
0.1540
Prob<W
Note: Ho = The data is from the Normal distribution. Small p-values reject
Ho.
Goodness-of-Fit Test
Fitted NormalLocation
Dispersion
Type
µ
s
Parameter
4934.0556
753.47761
Estimate
4679.1154
611.13181
Lower 95%
5188.9957
982.86486
Upper 95%
Parameter Estimates
Shapiro-WilkWTest
0.953103
W
0.1309
Prob<W
Note: Ho = The data is from the Normal distribution. Small p-values reject
Ho.
Goodness-of-Fit Test
Fitted Normal
0
200
400
600
800
1000
StdDev
No Yes
Saved KS Status
No
Yes
Level
36
21
Count
753.4776
998.6635
Std Dev
623.8951
798.9388
MeanAbsDif
to Mean
617.7778
772.0952
MeanAbsDif
to Median
O'Brien[.5]
Brown-Forsythe
Levene
Bartlett
F Test 2-sided
Test
2.9771
1.1379
1.8025
2.0589
1.7567
F Ratio
1
1
1
1
20
DFNum
55
55
55
.
35
DFDen
0.0901
0.2907
0.1849
0.1513
0.1411
p-Value
Welch Anova testing Means Equal, allowing Std Devs Not Equal
4.1521
F Ratio
1
DFNum
33.384
DFDen
0.0496 *
Prob > F
2.0377
t Test
Tests that the Variances are Equal
• The data is normal and describes the performance of people and the impact of saved KS % above and below 34% ( Considering
34% being the process target)
•P- value is low indicates a significant difference in performance of people with the difference in saved keystrokes%. Increase in
saved KS impacts the KSPH negatively and Vice Versa.
44

List of all Vital Xs and Root Causes for Action Plan
45

Project Goal - Rebase lined
47
•KSPH Goal base lined since the target changed from Total KS to 900000 Manual KS/FTE and also addition of new Lockboxes with change in
Complexity. This would equate to 6377 KSPH.

Improve Summary
48
 JD revised to meet Experience & Keying Standards
 Training curriculum to include short cut keys module
 Mandatory refresher session on VICOR post 1 week of keying
 Redesigned & Regularized PKT
 Process Updates Dissemination procedure put in place
 Interviewers work shop to drive calibration
 Interviewer Selection Criteria Created
 Controls designed to create selection of suitable profiles
 Designed R&R for New Hires
 4000 Lockbox instructions were streamlined
Operational Observations
Significant Improvement in KSPH

Vital X1-Typing Scores
8000 KSPH
0-12 Months/ No
Prior Work Exp
10000 KSPH
0-18 Months with
Prior keying Exp
Qualification Experience
BeforeAfter
Hiring Requests
 Criteria for hiring changed from 8000
KSPH to 10000 KSPH
 Changes in JD communicated to HR
 Communicated phased ramp-up plan with
timelines to the LOB
 Staffing team and Ops line adherence to
mentioned criteria
 The Data is not normal & Mood’s-Median
test used to test for significance
 Median of Typing scores moved from 9475
to 11785

Vital X2- Interviewers
50
 Designated interviewers selected post interviewing
skills training Changes in JD communicated to HR
 AM’s & TL’s with considerable process experience
only eligible for interviewing
 Clearance of interviewed candidates post sign off
by Manager
 The Data is Normal & describes the Performance
of people
 Test of Equal Variance performed on KSPH. The P
Value is 0.817
 Mean of KSPH for associates hired by designated
interviewers is 5247 from 5138 which was the pre-
improvement stage

Vital X3- Experience Status
51
 JD revised to include prior keying experience
 Changes in JD communicated to HR
 Manager and Interviewers calibrated
 Filtered profiles to exclude nil keying experience or
post-graduates
 The Data is not normal and explains the difference
between people with prior work experience
 Median of work experience moved to 1.60 years
(post status). The Pre Status Median is 0
 The Pre Status Mean is 1.02 years as there were
associates with very high exp. hired
Before After

Vital X4- PKT Scores
52
 PKT’s conducted on a monthly basis for new hires
and quarterly for all associates
 Online PKT’s introduced
 Test contents prepared by core team in consensus
with the reviewers
 Process Updates Dissemination procedure put in
place
Before After

Vital X – Saved Keystrokes %
53
 Included Shortcut Keys in Training Curriculum
 Refresher Sessions on VICOR post 1 week of
keying by Process SME’s & Trainers
 Weekly Refresher Sessions on New Lockboxes by
reviewers
 The Data is normal and describes the performance
of people is significant
 Test of Equal Variance performed. P-Value is low
(0.016) and signifies a difference in pre and post data
 Mood’s- Median test performed. Median moved
from 31.24 to 33.05

Vital X – Customer Instructions
54
Refer Document for
SOP of scrubbing
Customer
Instructions
 Customer Instructions scrubbed to get into
specified format
 Shortened any verbiage where appropriate (e.g.,
Account Number to Acct #)
BeforeAfter

8400
6377
5121
Improve - KSPH Trend
55
5122

Review Panel Recommendations
56
 To check the process KSPH shift for Tenured
associates
 Compare the Define and Improve phase KSPH
performance
Recommendations
KSPH Comparison for Tenured Associates
Pre and Post Phase KSPHObservations
 The Mean KSPH for Tenured associates has
moved from 8106 to 7895 after target base lining.
 It shows the impact of increased complexity on
KSPH
 The Mean KSPH for associates has improved to
5376 post –project as compared to 5172 pre – project
Downward Shift in
Mean for Tenured
associates post
target Base lining
Upward Trend in
KSPH from Pre
Project

57
Review Panel Approval
1 Sample t-Test to prove that the new associates are performing significantly better than the goal

Increase in Mean KSPH for
associates in Control Phase
KSPH Trend
60
8400
6377
5122
5376
5525
ImprovePre Project Control

Secondary Metric Trend
61
PTU
SavedKS%DPMO
Observations
 The Secondary metrics are stable for all batches in the
post project phase
 The upward trend in Post Project DPMO as compared
to Pre Project DPMO is due to new lockboxes which were
added to the queue
Legends
Pre Project Post Project
Average: 3.50
Average: 81.82
Average: 31.11
Overlook Errors in
Sensitive lockboxes like
Taylor, SWS and Blue
Shield caused the High
DPMO for this batch

Cost Benefit Analysis
62
Observations
 Actual Performance post Project calculated on 24
FTEs in improve and Control
 The total Benefit is in terms of Manual Keystrokes
is 2.64 MN
 FTE Benefit @ 900000 Manual Keystrokes per
FTE is 3 FTE (Approx.)

Review Panel Recommendations
64
Inputs & Observations
Pre and Post Phase KSPHKSPH Comparison for Tenured Associates
Upward Shift in
Mean
Downward Shift in
Mean seen for Tenured
Associates
 The KSPH for Tenured Associates (>35 Months) was compared from March 08 (Pre-Phase) and June 08 (Post-
Phase). There was a dip in Mean from 8106 to 7895
 The KSPH for the Associates in Learning Curve in June was compared to Associates in Learning Curve during Define
Phase. There is an upward shift in Mean from 5172 KSPH to 5376 KSPH.

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