What is Transactional Quality in a BPO/KPO/...........what are the Transactional process in a BFSI process

Still no reply on this topic...........pls help in answring this query????

Transactional quality in BPO segment is nothing but Quality Assurance in reality. The idea is to facilitate the delivery teams to equip themselves with holistic quality plan, checklists, SOPs, reports, dashboards and RCA tools to run the quality plan regularly. It is primarily useful in combating special cause variation.

Transactional processes could be:

Preparing financial statements, Online banking services etc.

Thanks a lot for the valuable inputs!

 

 

Can anyone please tell me about tools or applications that can be used for transactional quality in bpo

Dear Ajith,

 

it really depends on what your objective is. A lot of tools can be used for transactional quality in BPO - you may find out the capability (using DPMO, DPU or Defectives method), you could do a Pareto on the defects, you could do a Pareto for defects at team level,  you could do mistake proofing to avoid some of the defects (e.g. removing access for frontliners for anything they aren't authorized to give e.g credits), C&E for low quality, Brainstorming for better transactional quality etc. You could really take your pick based on the intent of using the Six Sigma tools.

We can used mostly internally build wotkflow tool in KPO/BPO sectors, For quality control charts and audit template having quality score formula, parameters need to be reviewed and pareto charts to identify the major errors etc