SIX SIGMA GB CHARLES BRONSAN A

Information about SIX SIGMA GB CHARLES BRONSAN A

Published on December 15, 2009

Author: aSGuest34126

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CPD Reduction – Voice Gross Fault : CPD Reduction – Voice Gross Fault Six Sigma –Greenbelt Project by Charles Bronsan.A Impact of CPD : Impact of CPD Slide 3: In Scope: Network and hardware related complaints, Kerala, Voice Out of Scope: Other Complaints, Copper Mass outages, Other regions, DSL Defect Definition Roles The average CPD for Kerala is at 4.58% ( Jul’08 – 5.34%, Aug’08- 4.42% and Sep’08 – 3.99%) against the target / best in class performance of x%. CTQs % CPD Voice To reduce the CPD from 4.58% to 3 % by Dec’08. Enhancing customer satisfaction is one of the key focus areas of Bharti Airtel Limited to remain competitive in the business of basic telephony, Hence reducing the CPD will help to achieve the organizational objective of enhancing customer satisfaction. Any voice complaint received from the customer Business Case Problem/Opportunity Statement Goal Statement Project Scope CPD Reduction – I&FR Milestone GRPI : GRPI GRPI was done to ensure individual and teams alignment with project deliverables ARMI : ARMI A – Approver R – Resource M – Member I - Interested Party ARMI tool used to clearly define roles and responsibilities for smooth execution of the project Slide 6: 6 Quick Wins Performance Standard : 7 Performance Standard CPD Voice complaints received through eCRM CTQ CTQ Characteristic Cause and Effect – Brain Storming : Cause and Effect – Brain Storming Voice CPD Man Man Method / Process Resource & Others Environment Interdepartmental communication gap Improper guidance by TLs Improper network maintenance Loose / Cross Jumper Improper fixing of rosette box Poor Quality of Materials Poor workmanship Wrong routing by contractors Cable/ Drop wire / Over head cuts Re-issuance of repaired instruments Fiber Cuts Joint faults during rainy season IPM not installed Mass Outages Switch mass outages Road Widening Cust own internal wiring faulty Awareness level Own equipment fault Slide 9: Actions from Brain Storming Data Collection Plan : 10 Data Collection Plan Factors for Analysis : Factors for Analysis Sub Type Sub Sub Type Resolution Code Fault Found Code FONI FR Wise FONI High Productivity Vs Faults (Month end Installation) Region wise faults Slide 12: Pareto Analysis – Sub Type wise - Voice Connection Not Working, Call Connectivity Problem, Instrument Related Disruption in Service contribute to 81.3% of Total Faults in KL Slide 13: Broadband & Telephone Services Sub Sub type wise - Voice Under Sub-Type “Connection Not Working” 97.5% complaints are due to Line or Lines not Working Slide 14: Broadband & Telephone Services Pareto Analysis – Top Reasons for Line or Lines not working Under “Line or Lines Not Working” major complaints are due to Customer Own Internal Wiring. Cable Cut Engineer Fault Instrument Related Improper House Wiring contributes to 46% faults Slide 15: 15 15 Action Points from Top Resolution codes for Line or Lines not Working Slide 16: 16 16 Action Points from Top Resolution codes for Line or Lines not Working Slide 17: 17 17 Action Points from Top Resolution codes for Line or Lines not Working Slide 18: Broadband & Telephone Services Pareto Analysis – Top Reasons for “Call Connectivity Problem” Under “Call Connectivity problem” major complaints are due to No out going Calls Slide 19: Pareto Analysis – Top Reasons for “Call Connectivity Problem” Under “Call Connectivity problem” major complaints for No Out Going are due to Congestion in route at the other end. Other operator issues & BTSOL – End Problem Slide 20: 20 20 Action Points from Top Resolution codes for Call Connectivity Problem Slide 21: 21 21 Action Points from Top Resolution codes for Call Connectivity Problem Slide 22: Pareto Analysis – Top Reasons for “Instrument Related” CLI Instruments contribute to the highest complaints under Instrument Related complaints. Slide 23: Pareto Analysis – Top Reasons for “Instrument Related” Instrument related faults are high mainly due Customer area – Instrument Physically damaged. CLI Instrument Faulty – DF 5800 & CLI SIM reader. Slide 24: 24 24 Action Points from Top Resolution codes for “Instrument Related” Slide 25: Pareto Analysis – Top Reasons for “Disruption in Services” Disruption in Services is mainly due to Disturbance in Line Slide 26: Pareto Analysis – Top Reasons for “Disruption in Services” Line Disturbance is caused due to Internal Wiring Issue Slide 27: 27 27 Action Points from Top Resolution codes for “Disruption in Services” Slide 28: 28 28 Summary of Action Points Slide 29: 29 29 CTQ TREND Slide 30: Financial Benefits Net Actual Financial Saving of Rs: .587 Mn (Vetted by finance) Thank You : Thank You

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