South Asia Team Excellence Award Process 2017
Top 16 Finalists

2017 GOLD WINNER

Project: Reliability Improvement of Reaming Machines

This project contributed to Ashok Leyland’s strategic objective of market share growth by increasing productivity through Breakdown time reduction at vehicle assembly line. Advanced statistical tools such as DOE, Regression, Capability studies along with Gemba observations helped us to identify and validate the root causes. A structured Problem Solving approach was used to solve a business critical problem which helped in producing an additional 3802 vehicles thus improving the company’s revenue by INR 5703 Million.  This also helped the ‘machine manufacturer’ to improve the reliability of their product by 81% which emphasizes our company’s ideology of  “Aapki Jeet Hamari Jeet”.

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2017 SILVER WINNER

Project: Improvement in Cash Flow

Improvement in Cash flow has not only enhanced the experience for consumers of an Utility company, but also it has placed TCS as preferred strategic partner in Australian geography. Application of tools like SWOT, Benchmarking, CTQ Tree, Gembawalk, Fishbone, FMEA, Regression, Goodness-of-fit, Impact-Control, Linear Programming etc. have resulted in cash flow improvement of 100 MN which convinced the client to comment “Yes, we would recommend TCS within and outside our organization”. That’s the power of Six-Sigma!!

2017 SILVER WINNER

Project: Customer Satisfaction Score Improvement in 3W Service

Project focuses on improving Customer Satisfaction Index of Service process (APTG zone) from 8.04 to 8.35. Regression methods applied to narrow down CTQs and data collection done at Genba. Tools/techniques including Pareto, Fishbone, Hypothesis Testing, Brainstorming, Why Why Analysis, Segmentation, Multi-voting, Solution Selection Matrix used in Analysis and Improve phases. Results were verified with customer (CSI improved to 8.79) with revenue improvement of INR 434L.

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2017 BRONZE WINNER

Project: Auto Cash Deal Classifier

Loans Cash (Deal labeling) is one of the most critical process in Loans Syndication. The process was struggling with low TAT met percentage of 75%, which had resulted in delay in Loans payments and services. Team decided to follow six sigma approach to improve TAT met percentage from 75% to 99%. Team utilized tools like IAR log, Hypothesis testing, SPC tools, visual control systems to reach to the final solution. Team was able to improve TAT met percentage to the desired level with effort reduction and accuracy improvement as additional benefits.

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2017 BRONZE WINNER

Project: Parivartan: First Time Right, Long Time Right

The project aimed at reducing customer reported snags at the handover stage (First Time Right) as well as customer satisfaction scores after minimum of 3 months of stay at the handed over property (Long Time Right). The project team used ASQ ITEA criteria along with an international level benchmarking study to bring in best practices in their projects leading to 80 % Top2box customer satisfaction scores.

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Project: Blast Furnace

‘I’ Blast Furnace is the 9th furnace commissioned under the 3MTPA expansion of Tata Steel. The paradigm shift in operation of ‘I’ BF resulted in the reduction of coke rate, which accounts for 42% of the cost of finished steel, to Indian benchmark and subsequently on par with the most efficient furnaces of the world thereby saving INR 65 Cr/year. Additional benefits in terms of improvement in product quality, carbon footprint and productivity.

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Project: InstaClaim™

InstaClaim™ aims to keep promises and keep dreams alive at the time of customer’s utmost need, by providing death claim within 1 day. To realize this, a cross-functional team from Claims, IT, Finance and Quality was formed. Team followed Six Sigma DMAIC approach utilizing tools viz ethnography, SIPOC, VSM, Ishikawa, Pareto, Hypothesis testing etc and made Systemic changes in 3 key levers People, Process and Technology to achieve project CTQ On time claim processing met % to 95% levels in Dec’16 till day.

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Project: Reduction in Cost of Poor Quality

In order to sustain low cost without affecting the quality of the products and services, the team focused to reduce the Cost of Poor Quality (CoPQ). This project helped to identify process improvement opportunities in its value chain, which further were evaluated in relation to other improvements and loss reduction. Accomplishment of this project helped in realising CoPQ reduction from 0.43% of sales to 0.20% of sales in 2016. Main quality tools used during the project include – Ishikawa, Brainstorming, VSM, 4W-2H-IC, Control-Impact Matrix, Decision Matrix etc. From this project some of the breakthrough innovations fro e.g., Inventory record improvement through digitalization was achieved.

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Project: Non-Adjust Rate Reduction

Project resolved challenges related to inappropriate determination of Claims by the US Healthcare Payers. Legacy Platforms, complex calculations and determination steps were resulting in such errors which was contributing to industry cost pressures due to ‘Bad Rework’. Wipro developed cognitive solutions leveraging NLP engines, Machine learning, Pattern recognition and Robotics. Project developed industry differentiators and accelerators, providing benefit of over INR 66 Cr to our Client and Wipro.

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Project: Not Just A Typist

The project aims at increasing Repsat (Representative-Satisfaction Score) from 78.3% to 86% for online Chat customer care services provided by eClerx to a leading Cable & Telecom service provider. The team used DMAIC-methodology and tools like brainstorming, Attribute Agreement Analysis, Hypothesis testing, 5-Why analysis, Affinity diagrams and control charts to achieve a Repsat of 86.5%. This resulted in increased end-customer satisfaction for client, 6.5% increase in First Chat Resolution, and 30% additional business for eClerx.

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Project: Vehicle Turn Around Time

To reduce the  TAT of pan India vehicles from 70hrs to 36hrs. Our freight costline consists of ~72% two-way dispatch volume which has fixed and variable cost After designing KPIs for <150km distance vehicles & >150 km vehicles & vehicle utilization efficiency calculator, we are able to achieve <24 hrs TAT for vehicles doing <150 km two-way distance & 36 hrs for >150 km vehicles and also we are able to optimize vehicle pool size. We aim to save~7% of total secondary freight spent from this project which is ~15% of fixed component of total secondary freight spent.

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Project: Griha Pravesh

The project aimed to improve customer’s living in satisfaction to live up to our Tata promise. Using ASQ ITEA criteria and problem solving tools, the project team measured and improved key features considered critical to customer’s satisfaction. From a 38% Top2box baseline, we engaged and involved customers in our journey to reach 90% Top2box scores within an accelerated period of 9 months.

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Project: Web Analytics Report Optimization

eClerx’s Digital Analytics team initiated a DMAIC project to make the daily sales report effortless, accurate and maintenance free. The team was investing over 3000 man-hours annually in the maintenance activity. Through DMAIC framework, the team analyzed the entire process using process maps, Value stream mapping, root cause analysis, gap analysis, 5S and resolved the issue by eliminating ~78% man-hours and delivering maintenance free reports with 100% Quality.

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Project: Telecom Network Design Cycle Time Reduction

The objective was achieved by leveraging TCS domain expertise, designing Automation tools and Process Improvements using Lean Six Sigma tools like Value Stream Maps, Hypothesis tests, Control Charts and other QC tools.  TCS was able to reduce cycle time by ~30% leading to high customer satisfaction of >90%.  Our client was able to improve its revenue by ~140% compared to FY 16.

Project: Parivartan: Satat Samriddhi

Tata Housing’s strategic objective of superior customer service was achieved through a cross functional team that used ASQ ITEA criteria to improve customer satisfaction, collection and more importantly earn customer’s loyalty to gain referrals. Using a combination of problem solving and benchmarking tools, we achieved 90% on time collection along with 100 plus crores of referral business, first time ever in real estate company.

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Project: Improve the Performance of CSP plant to Exceed Internal Customer Expectation

Change in fiscal benefits increase the noodle production cost by 1500 INR/MT, which was reduced by using six sigma methodology & using tools such as regression, DOE, hypotesis testing,Pareto etc.

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