Hi All,

 

I have started a GB project in financial error reduction for one of our airline client, The problem statement is "Agent error on calls results in revenue leakage and customer dissatisfaction". leakage of revenue is almost double of permitted limit from client, and the goal is to achieve atleast 40% in error reduction. The project measured all relevent historical data and identified factors such as Tenure of Agents(3,9,12,abv 12 months) and Incorrect system activity. currently the status of Project is under Ananlyze & Improve phase. As per the lead, these factors are more generic to pick the improvement areas, so accordingly tracking method of error have been changed/improved. IMPROVED: CSR has been categorised in 3,9,12, Abv 12 mths tenure,and identified less than 3 mths agents and above 12 months agents have made maximum error, 1st action item prepared to have refresher training for above year CSR and process revalidation in progree for Job Training process for below 3 mths CSR.

 

Need help on below case;

Incorrect system activity(agent activity which could be anything related to system operation i.e more than hundred subfactors) is wide in details,so it doesn't look feasable to verify each and every subfactors. which type of further analysis or tool may help to resolve this? Process owner suggested to get the details by brainstorming from senior CSR/supervisor/Team lead, will be effective?

Hi Ajit, 

 

Good to see this question of yours. You surely have reached an important stage. 

 

Before I can respond to your question, I have a follow up query. Is it validated that "incorrect system activity" is one of the critical X? If yes, how was it found out? 

 

Regards, 

VK

Hi VK,

 

Apologize for delay. PFB the current scenario:

 

'Incorrect System Activity' is one of the Critical X with maximum financial error found through Pareto analysis of Financial Error historical Data(Last 6 months), their are other Critical X such as (2D case: Amount suppossed to adjusted for passenger,Incorrect Policy/procedure followed by CSR, Payment gateways error, BOD: A call not found/web booking error etc), Now 'Incorrect System Activity' as an Y = Critical X are

Hold time not extended

Wrong fare/information provided

Incorrect Rescheduling/Cancellation

Wrong Booking/Refund made

PNR Wrongly Qued 

system downtime - customer called post flight

thier are N number of X's for Incorrect system activity, and measured & analysed "Incorrect rescheduling/Cancellation"(CSR not much aware of standard procedure to follow cancellation and rescheduling in different situation) holds maximum error by tenure from which 0-90 Days & above 1 year CSR made maximum error.

In respect of outcome for improvement are:

Case 1:  Refresher training for inefficient tenure CSR in process; which is not feasible in process even in periodically planned or may be due to some other operational constraint. 

Case 2: For each and every financial transaction CSR should refer to supervisor before proceeds: This could be possible but their is constrain of solid outcome.

Case 3: Their was another recommendation to rectify SOP for trainee batches before go-live in process 

 

Please reply for any other understanding and definitely welcome to suggestion's.

 

Thanks & Regards,

Ajeet

Good to see this detail.

 

In a change project, it makes sense to tackle quick wins first. If you have completed the analyze phase, you may like to place your X's in appropriate regions of the effort impact matrix and chose immediate focus areas. If some of the elements under incorrect system activity, fall under quick win area, you may like to include them. 

 

 

Does it seem to address the challenge? 

Planned for brainstorming session with supervisors to identify factors for Incorrect system Activity other than available historical data, which may help to sort quick win area. will share updates on project.