Sharma Deepika

Traditionally MBBs improve efficiency, quality and reduce waste but in AI powered transformation - we can redesign the workflows where AI does part of decision making and automation. Below are the points for MBBs role in AI powered solution * Bridge the gap between business stake holders, operations and AI architects, translates the organizational priorities and customer value drivers into technical requirements. * Mention the critical and pain points * Establish control mechanisms and KPIs to monitor the performance. * Train and coach teams on how to interpret AI outputs. It can be ensured by applying lean six sigma, Strategic priorities, Design for customer and employee experience, and Governance framework.

Customer service ticket triaging and resolution - This process traditionally optimized using lean and Six sigma but now its ready to be re imagined with AI. Customer service doesn't need faster handling, it needs smarter and proactive resolution. Instead of using the traditional method, AI transform how the system understands and resolve tickets: * AI powered auto triage - NLP can understand the urgency of the ticket and resolve it instantly. * Self resolution BOTS like ChatGPT. * Sentiment analysis by detecting customer frustration if the words are not direct. * Proactive support by analyzing pattern in customer issues.

In the improvement phase, the team focuses on eliminating the root causes and implementing the improvement. Choosing between hiring more coders or investing in better testing tools needs a structured approach. 1)Identify all the suitable solutions. 2)Apply decision matrix criteria such as Feasibility, Cost, Risk, time to implement, and whether the solution can be maintained for the long term. 3)Use automated tools like cost-benefit analysis, prioritization matrix, etc. The best idea is to use Automated Testing Tools that reduce the fix time and medium cost instead of hiring more developers.

The Measure phase is the one of the steps in the DMAIC framework i.e. Define, Measure, Analyze, Improve, Control. Goal of the measure phase are - Map the process, identify what to measure, collect accurate data, Establish a baseline Two points matter for measure phase are - 1)Choosing the right metrics * Align metrics with process goal - For patient wait times, the focus is typically patient satisfaction, clinical outcomes, or operational efficiency. * Use VOC approach * Don’t settle for what's easiest if it doesn’t reflect reality. 2) Catching Bad or misleading data To avoid being misled check below points- *Audit your data early *Cross-check sources *Use visual tools and direct observation to validate it.

Business Excellence focuses on continuous improvement, operational efficiency, and value creation across the organization. Voice of Employee (VoE) is a powerful input that BE teams can use to: * Identify Operational Pain Points * Drive Bottom-Up Innovation * Improve Engagement * Prioritize Projects challenges -- * Lack of trust * Low Participation Rates * Unstructured Feedback

Companies Prioritize KPIs Over KRIs for Process Monitoring because * KPI's are directly tied to business goals (e.g. cost, speed and quality) and provide a clear picture processes. * KPIs are easier to understand for stakeholders and executives. * Performance issues indicated by KPIs often trigger direct corrective actions. * Many organizations have a culture driven by performance and growth rather than risk mitigation. And KRI's are used primarily in risk, audit or compliance functions rather than in day to day operations. Example - In inventory management process KPI's are Inventory Turnover Ratio, Stockout rate,Order Fulfillment Time and Its track the effectiveness and efficiency of the inventory process. KRI's are Supplier Delivery Delay Rate, Number of Single-Sourced Critical Items,IT Downtime Frequency for Inventory System and KRIs identify risk factors

BPR and LSS both aim to improve the performance by using different methods, choosing between BPR and LSS depends on several factors like nature of the problem, level of change, organizational readiness etc. BPR is best for Radical transformation Use BPR when business wants to redesign the processes from scratch. Approach is clean slate. LSS (Lean Six sigma) best for Continuous, data-driven improvement Use LSS when business wants to improve existing processes by removing waste and reducing variation. Approach is fine-tuning.

In SAP SD projects, small enhancements like adding a new field, change in the pricing logic and in the output, should have a full FS document for consistency in documentation and feel like everything is captured, it will make development and testing easier but in actual it’s not. Because FS document template should have business background and functional overview, flow diagrams, error handling, test scenarios, authorizations etc. Just adding a single field and changing the pricing logic does not need 10-12 pages of documentation and it delays the development and it’s an unnecessary time-consuming task. The better alternative is Lightweight documentation. Documentation should have a problem statement, affected tables, table changes, brief test scenarios and approvals.

AI Travel Planner Clarity and creativity of UX ideas · Responses and inputs should be accurate and understandable. · If inputs are not clear, should clarify. · UX should have mood selector, and responses should be emotionally aware. Relevance to real-world AI agent usage · Agent will suggest destination and activities. restaurants etc. · Real time updates will provide · Compare the price and give discount on bundle services · Accessible to multiple users at once. Practicality in terms of implementation · Using API or partnership with travel platforms will give real time data. · Comply with GDPR/CCPA and use secure authentication for Data Privacy. · Integrate translation APIs and local content sources for language and local sources.

Raise the conflicts. Discuss it and take a piece of advice from the team users. Apply the strict rules.