Priyanka Kotian

I would like to explain the importance of ADKAR model for change management by sharing the example of the requirement of deploying new ERP in an organization. Implementing a new ERP system involves several challenges and significant changes in how employees will react and interact with the new technology and processes, and ADKAR helps to ensure that the employees are prepared, capable, adaptive and motivated to handle the new system. Here's how each phase of ADKAR can be applied in this context- 1. Creation of awareness of need for change - Communication with reason for change in current ERP highlighting the inefficiencies and challenges faced to employees. Using multiple communication channels to ensure that employees across cross functional department by explaining the benefits such as improved process integration, accuracy and efficiency will help employee to understand the importance of new ERP. 2. Helping employee to create the desire to participate in change - Although the communication to employees are shared in terms of deployment of new system, but this may not motivate them to support the decision, hence with the help of ADKAR solution, involving the key team members in planning and implementation stage can increase their enthusiasm and desire to support by creating a sense of ownership for the project to succeed. 3. Knowledge of how to change - So even if there is sense of belonging the employees may not be able to proceed further without the knowledge of how the effectively use the new ERP will take place, hence here by incorporating. ADKAR model will provide comprehensive and role specific training will help employee to use the new ERP effectively. 4. Ability to implement the change - Now knowing on how to use the system is also not fully sufficient, unless the team member has not faced real world scenarios or complexity of the system, bringing ADKAR model provides adequate support and training during the new ERP integration including access to IT help desks and live real world examples to help them deal the challenge. 5. Reinforcement and sustainability to change - Post the installation of the new ERP, employees may have the tendency of old habits or way of handling new ERP unless continuous support is given. Here the implementation of ADKAR model will help the team to regularly access the system through usage of KPI and feedback for fully utilizing the new ERP's features. Also providing continuous training and learning opportunities will help them keep them engaged with the system throughout. Below steps shared for deploying new ERP system in an organization using the ADKAR model for change management combined with DMAIC methodology - 1. DMAIC - Define Phase + ADKAR - Awareness - Here the purpose is to define the need for change in new ERP is required, reasons could be to bring efficiencies' and reducing cost. Hence the communication to all the employees and stakeholders is the prior most to make them aware of the current inefficiencies which are also in line with the lean six sigma framework to reduce the effort of manual data entry and cutting down time spent on data reconciliation. Building awareness by highlighting the risk in the current system helps to drive the need for change. 2. DMAIC - Measure Phase + ADKAR - Desire - Here the purpose would be to measure the current process and build the desire to adopt and accept the new ERP by demonstrating the positive impact. With the help of collection of data that will affected by the new ERP will help show the real outcomes. Using the value map stream will help them visualize the process and create a desire to suggest better ideas in order to bring better outcomes. This helps and encourages the team members to advocate for the new ERP. 3. DMAIC - Analyze Phase + ADKAR - Knowledge - In the analyze phase it will help the employees to identify the gaps and effectively use the current system. By performing Root cause analysis technique will help employee to identify process issues. By providing necessary trainings and establishing standard operating procedure will ensure that employees are familiar with the new ERP. 4. DMAIC - Improve Phase + ADKAR - Ability - By implementing solutions and ability to use the new ERP fully will be the purpose here. Practicing on the Live data and real time scenarios will help employees focus on improvisation. Also with one on one coaching and continuous support will help employee remove barriers by ensuring employees having access to the necessary resources. 5. DMAIC - Control Phase + ADKAR - Reinforcement - With the help on continuous monitoring by using control charts and reinforcing good practices by rewarding employees helps showing measurable improvements and efficiency in the system. To conclude, by integrating ADKAR Model and DMAIC Methodology, an organization ensure a smooth and successful deployment of ERP ensuring that the employees are aware of the need for change and have motivated and supported it and equipped with necessary knowledge. This combination incorporated with LSS framework helps create robust environment in an organization in line with Lean Six Sigma's goal of process optimization.

Let me share an example of gamification which we had worked upon and lead in one of the organization to explain the effectiveness and its implementation in lean six sigma training with the most unique ideas- Project - Billing Department Target The Billing team had an target of monthly goal of achieving 1500 invoices, to gamify this process we used Kanban Board Set up goes as below: Columns of Kanban Board - 1. Backlog - Identifying all the invoices that are pending to be processed 2. In progress - Invoices that are in process on which the team is currently working on 3. On hold - Invoices those are awaited either for confirmation or approval 4. Completed - Fully processed or paid invoices Gamification dynamics - 1. Point system - Each team member successfully processing a certain number of invoices as set will be given points 2. Leaderboard - Leaderboard created to show the specification of details of the points earned by each team member 3. Badge and Reward system - Based on the smaller targets and points earned by each team member, rewarded with badges to keep the team motivated 5. Tracking status - Usage of coloured post it to symbolize the target achieved at each instance Through gamification team members had the visual representation of their progress and fun way to engage with all team members that encourages friendly competition amongst all team members for better collaboration. Here's how the above project helped in developing the team's ideas and suggestion converting into effectiveness of lean six sigma - 1. Reward - The individual with the most unique or high impactful idea during the month end wins the reward. Impact on LSS Training - Motivates the team member with the real time feedback encouraging the team member to apply lean six sigma tools 2. Tracking and visibility - Each idea suggested by the team member is tagged on the Kanban board. Impact on LSS Training - This reinforces lean six sigma focus on transparency and data driven decision making 3. Feedback Loop - Providing constructive feedback to the team member providing impractical solution. Impact on LSS Training - With the help on timely and realistic feedback helps the team member to better collaborate and reinforces team member to work as per LSS framework to help the team member think out of the box. By integrating gamification with a Kanban board into lean six sigma training, the team members gets an more engaging and hands on experience. The real time feedback, team work and problem solving are the most principles of lean six sigma that are naturally reinforced.

On several occasions due to the overemphasis on the output and not the causes, requirement of more holistic approach and to encourage a balanced decision making makes the organization to focus on 'Manage the Metric'. This shift helps the companies avoid the pitfalls of the short term thinking leading the organization to make more informed decisions and overall growth. Let me explain this concept by sharing an example of Accounts payable metric - Invoice Processing Time Considering this approach AP department not only focuses on reducing the invoice processing time instead they also get involved in deeper understanding what exactly drives the metrics and take an holistic view of the entire process. This might result into identifying factors such as Manual data entries done, approval on hold basically delay in the internal approvals, error while invoice processing such as incorrect amount or data inputted in the system. With the help of the above points identified, it helps the team to find a solution in order to correct and improvise by getting the automation done instead of manual entries, streamline approvals by including TAT on each aspect and automated validations checks to avoid error. Hence by managing the metric not only aims AP department to improve on the speed of the invoice processing but also helps improvising on the accuracy and compliance. Below are few points to explain impact on the customer and business growth - Customer - 1. In case of delayed payments to suppliers, it may lead to delayed shipments and shortages which may lead to suppliers holding back the product and customers expericieng delay in receipt of order 2. Since suppliers are the key partners for delivering product on time, if the payments are not done as per the timeline may result into impacting the relationship with the supplier Business - 1. Well managed efficient processes contribute to overall companies reputation in the market leading to increased companies creditability 2. By efficiently managing the AP process will lead to cost savings. It directly contributes to the business stability and smooth operations Here are some ways to prevent the negative impact - 1. Drive and invest in Automation - Automation tools need to be implemented to reduce the processing time without impacting the accuracy 2. Maintaining good relationship with the supplier - Proactive collaboration and regular check ins with the suppliers will encourage better communications and issue resolution 3. Setting realistic target - To maintain the high supplier satisfaction score, AP team should be given specific target by combining the speed and accuracy together. To conclude by balancing speed with accuracy and smooth operations, managing the metric contributes to both customer satisfaction and business growth. Also the preventive strategies such as automation and balanced targets helps mitigate the risks on time.

Persona Profiling in other words Customer persona is an activity through which thorough analysis of targeted customers are build using the real data. It helps to understand the needs, behavior, challenges by different segment of audience that provides better decision making for developing a particular product or service. Sharing an example of the project that we worked on known as 'Customer Journey Mapping' to make changes in the existing process and changes in the system which would simplify for customer to make changes in the address and nominee in the insurance policy bought by the customer without visiting the Branch. In order to create customer persona we collected the historical policy data(pervious 1 year data) as per system including the customer CSAT(Customer Satisfaction) and Complaints report. Project was based on DMAIC approach - Define - Data was segregated as per Tier1 and Tier2 cities which are our targeted customer, basis this we divided the data as per age group, education, qualification, marital status, employed/unemployed/student/businessman, goals, complaints, challenges faced, and feedback(as per current services provided). With the help of this data we were able to create 12 different customer segments Measure - It helped detailed insights in terms of providing which customer to more focus on and help us provide solutions to the customers who are facing the most grievance. Analyze - CSAT and complaints data helped us analyze the real cause of the service provided and problems faced by the customer to change their address or nominee name, language barrier was also one of the root cause of the address not getting update right at the first time Improve - Customer portal app was introduced to make changes preliminary changes in the policy without having the customer visiting the branch as this was one of the main issues highlighted in the analyze phase Control- Continuous monitoring and feedback from customer helped us gain insights if introducing portal whether really worked or not. To conclude incorporating customer persona in the this project not only helped our helped our system to become better but it also helped us to focus highly on customer. By understanding the specific needs of the customers it helps to prioritize actions and deliver the most to bring desired outcome. This practice is currently in use in an organization.

Post Purchase Rationalization is often driven by customers impulsivity rather than necessity, hence in each case, the individual finds reason to justify their decision post purchase leading to misleading conclusions about how actually a customer is satisfied with the service or a product. Let me share an example to explain - An XYZ client hires an interior design firm to decorate her home. She chooses to opt for all luxurious and trending options. After the interior project is completed, the client notices some issues such as below: 1. Painting - The unique colors selected for painting the apartment doesn't quite match with her taste and seems to be quite out of the place 2. Hardware's - The choice of hardware selected for bathroom fitting are too lousy as per taste and doesn't coordinate with her other rooms 3. Lighting - The designers choice is though stylish but too dim for evening time Now despite of the all reasons above the XYZ client still choose to believe the investment done for interior designing is good justifying the below reasons - 1. Focusing on positive aspect - The client focuses on how the room is made beautifully aligning with the trending design 2. Ignoring the regret aspect - Client choose to believe that if she had gone for the cheaper option the result would be a disaster 3. Status Justification - She rationalizes with the illusion of price that is higher the spend higher the quality that would impress any of her guests. Impact on the Satisfaction Metrics - 1. Overlooking practical problems - The client might not mention the discomfort of having dim lights during evening time, resulting into skewed feedback that doesn't completely captures her experience 2. Inflated rating - She might rate the overall feedback very high focusing only on the 'wow' factor which again would result into skewed feedback Here are some methods to identify and rectify the impact - 1. Behavior Analysis - Method- Tracking follow up with client with the request such as modifications or adjustment required in the current scenario Purpose - Higher the rate of follow up would mean that the client was not completely satisfied in the first go 2. In depth Interview- Method - Conduct one on one engaging session with the client and ask open ended question Purpose - This qualitative approach allows deeper understanding and can uncover practical scenarios providing scope for development

Survivorship Bias is an error that has caused due to focus only on one or few significant aspects of the subject or process while ignoring or overlooking other important aspects those could cause incorrect conclusions or output to the process or subject undertaken. Would like to share one of the projects that we had worked for Collections department caused due to the negative impact of this concept- Here the collections team is analyzing the past debt recovery with the help of the collections data, they realized that that by sending the timely reminders and phone calls technique they were able to achieve the highest recovery, due to this the focus was shifted mainly to these customer to double down this strategy for future collection, however while performing this activity they did not realize that the debts are highly recovered from the specific customers only, while this technique did not work in case of other customers debt recovery who did not respond to either calls or email leading to lower recovery rate from other segment of customers causing increased outstanding debts and potential financial instability to the department and company. Steps taken to overcome the above issue - 1. Customer Segment Analysis - Segment wise data breakdown helped to understand the demographics and different locations and types of customer to customize the strategy and work out more effective approach to recover 2. Tested Alternative methods for recovery - Other than timely emails and telephonic calls, checked on other methods based on the historical data to understand the nature of the customer which they may best respond to. This included personally meeting up the client who believes in traditional method of working. 3. Spotted failure patterns - Looked at the commonalities and differentiated factors which worked best for the specific customer and why, this helped us understand and categorize the customer which pattern which may work best for recovery 4. Feedback from Customers - By putting up feedback mechanism from the customers helped understand which technique would work best for the specific customer With this holistic approach and targeted strategies, it helped the department to improvise on the overall debt recovery rates.

Diagnostic analytics is an approach taken taken to deep dive into the problem to find the real reason for the outcome or problem occurred, it also explains how and why the certain issue happened by deliberating on the correlations and relationships in the data. Here would like to share an scenario which we picked it up as a project by using this approach - Problem Scenario - In a billing department of ABC Co. there are manual hard copies of invoices received, with the TAT of 24 hours to bill the invoice in the system, allocation of copies among the team for data entry and missing copies of invoices was making difficult to cover the given TAT Diagnostic analytics usage - With the help of Descriptive and Root cause analysis we were able to identify deviations based on the historical data and key performance indicators giving a clear indication of errors happening, meanwhile also performed fishbone diagrams to determine how the data entries where going wrong. Basis the analysis we were able to come to a solution of putting up an Billing portal in the system through which the invoices will be uploaded into the portal by the vendor, for team to access with automated allocation of invoices to team members, this helped in saving time and avoidance of invoices going missing. The portal also prompted hard stop in the fields if data not entered correctly as per the specification integrated in the system. To conclude, diagnostic analysis is an effective step to identify the problem and provide developmental solutions based on the detailed understanding and study of the underlying causes and issues.

Usually when the response variable in DOE is continuous it helps with most significant source of data which would be useful to analyze statistical method that in turn gives detailed data of the relationships between factors and its outcomes. However DOE can be executed with discrete data with some amount of risks involved in it. Here are some risks involved stated below- 1. Specific outcomes - Discrete data has limited levels which doesn't go down the level(nitty gritty) of the data, due to this it becomes difficult to find the most impacting effects 2. Analysis is not smooth - if there multiple factors with multiple levels the data cannot be interpreted easily 3. Lack of correct predictability - Since the data do not include or capture the full range of possible variations the chances of giving correct prediction is less In line with the above explanation it can be used for market survey, quality testing of data in a process etc. To conclude the DOE with discrete data does faces some significant challenges however with the proper planning and correct usage of statistical techniques are very much important to implement DOE with discrete data.

Audit by design is a pre facto approach of audit considerations taken at the start of any process or system in order to ensure accuracy check at the very beginning to avoid bottleneck, error or escalations towards the end of the process. Would like to share an example to explain how the disciplinary actions and its principles helps us maintain the compliance in the process and achieving seamless execution of the process - An ABC co. have transitioned all its processes spread over in PAN India and it integrated its operational activities under one hub in XYZ location. Until the transition all the entities were following different set of norms set per their respective firm; however in order to bring uniformity of the execution of activity and define the roles to be performed by the employees(here ABC Co.) and operating co(here stakeholders)'Target Operating Model - TOM' was introduced by the Compliance team; they ensured the below: 1. Integration of audit controls applicable as per SOX compliance as per each accounting unit such as Order to cash, accounts payable etc. 2. Timing of the activity(when it needs to be executed) including the dates as per the accounting closure 3. Documentation of standard operating procedures along with the changes as and when required 4. Due to timely tracking of the activities; this also ensured quality management so that irreversible errors are timely mitigated to the stakeholders Hence by keeping this practice intact and continuously improving over it; it was observed the error in post facto audit findings were lowered considerably which also proves that in the changing environment where the audit recruitments keeps rapidly changing such approaches are important not only to avoid red flag in compliance rating but also maintain and increase goodwill and creditability of company.

Invention in simple terms means creating something new or different which was never done before. In six sigma or process excellence team formed in an organization usually produces new tool or a new method for desired output which is nothing but invention. However, innovation is followed after invention by improvising on the existing process to produce better output; here are few examples to show clear difference between the both by applying six sigma methodologies as per the projects handled and led in my experience - Invention - Project 'Verticalization' SIX SIGMA Methods used : DMAIC - Project Charter SIPOC - To understand end to end stakeholder demand and requirement 5s - Seating arrangement ABC Co. is a financial shared services company handling all the operations related activities of all media agencies. During the migration all the accounting teams were transitioned in 'as is' structure. Resource management and work deployment was completed unstructured leading to delay in achieving timely targets and escalations. Hence the concept of verticalization was introduced in order to divide the teams as per the accounting norms such as General Ledger Team, Accounts Payable team, Order to cash Team etc.; below were the steps followed for the execution of the project- 1. Prepared the business scope 2. Project charter with the scope of activities to covered by whom and when, with end to end start and end date of each activity 3. Communication to stakeholder 4. Approval from stakeholder 5. Studied the 'as is' team structure 6. Employee count and current team allotment from HR 7. Activity Analysis of each employee 8. FTE analysis of how many member does a team require 9. Segregation of team as per their specialization and team allotment 10. Approval from Department Head 11. Allocation of team 12. Communication to employees on change of team structure 13. Announcement of new seating arrangement 14. Communication to stakeholders and approval Innovation - Project 'Capacity Management' SIX SIGMA Methods used : OEE Matric - Productivity calculation Process Mapping, VSM, Flowchart - Process documentation Post successful implementation of project verticalization; in order to maintain the equilibrium between the stakeholders and organization it was necessary to put up standard procedures, trainings to employees and quality team for error free execution of work; below were the innovative ideas generated and implemented - 1. Standardizing the process documentation with the company letter head 2. Training the employees on their areas of specialization 3. As per the time and motion study conducted; FTE Analysis was conducted to understand the actual capacity of the team 4. Based on the time and motion study and FTE analysis; productivity of each employee was calculated 5. Actual capacity of the team required for the team were deployed and remaining set of employees were made part of their respective quality team Overall all the critical success factors required for seamless execution of the project were implemented and executed as per plan which resulted in positive feedback and better stakeholder management of the organization.