Adaptive Processes Defining Metrics for IOT Process LN Mishra Principal Consultant Adaptive Processes

Adaptive Processes

Defining Metrics for IOT Process

LN MishraPrincipal Consultant

Adaptive Processes

© Adaptive Processes

2

Adaptive Processes

Content

• Process Overview• Process Stakeholders• Stakeholder Goals and Objectives• Measures and Operational Definitions


3

Adaptive Processes

Process Overview - IOT

File ReceivedFile Received Sanity CheckSanity Check Tariff Check (IOT)Tariff Check (IOT)

IOT Check Resolved

IOT Check ResolvedFile ResolutionFile ResolutionFile Stopped

(IOT Error)

File Stopped (IOT Error)

File ClosedFile ClosedCSOFollow-up

CSOFollow-up

Other Validations

Other Validations


4

Adaptive Processes

Key Stakeholders

IdentifyKey

Stakeholders

IdentifyKey

Stakeholders

IdentifyStakeholder

Needs

IdentifyStakeholder

Needs

DefineMeasures

DefineMeasures

DefineData Collection

Plan


Plan

IdentifyData Elements and

Sources


Sources

OperationalDefinitions


Take CorrectiveActions


AnalyzeMeasures

AnalyzeMeasures

Define DataAnalysis Methods



5

Adaptive Processes

Key Stakeholders

• MACH Customers• Other Clearing Houses• Senior Management• Process Manager


6

Adaptive Processes

Identify Stakeholder Needs

IdentifyKey

Stakeholders

IdentifyKey

Stakeholders

IdentifyStakeholder

Needs

IdentifyStakeholder

Needs

DefineMeasures

DefineMeasures


Plan


Plan


Sources


Sources





AnalyzeMeasures

AnalyzeMeasures




7

Adaptive Processes

Identify Stakeholders Needs

• MACH Customers– All files to be processed as soon as

possible• Other Clearing House• Process Manager

• Senior Management– Capacity planning model


8

Adaptive Processes

Define Measures

IdentifyKey

Stakeholders

IdentifyKey

Stakeholders

IdentifyStakeholder

Needs

IdentifyStakeholder

Needs

DefineMeasures

DefineMeasures


Plan


Plan


Sources


Sources





AnalyzeMeasures

AnalyzeMeasures




9

Adaptive Processes

Define Measures - Customers

MACH CustomersMACH Customers QuestionQuestion MeasuresMeasures

• All records processed ASAP

• All records processed ASAP

• How do we know that there is no unbilled revenue?

• How do we know that there is no unbilled revenue?

• Amount unbilled at the end of the month

• SLA Adherence

• Amount unbilled at the end of the month

• SLA Adherence


10

Adaptive Processes

Define Measures - Customers


• Value generated out of MACH partnership

• Value generated out of MACH partnership

• What does Customer expect of MACH as a Value Partner?

• What does Customer expect of MACH as a Value Partner?

• Money saved by MACH

• # of improvement suggestions provided by MACH to improve customer processes

• Money saved by MACH

• # of improvement suggestions provided by MACH to improve customer processes


11

Adaptive Processes

Define Measures - Practitioners


• No records should miss SLA

• No records should miss SLA

• How do we know that there will be no missed SLAs?

• How do we know that there will be no missed SLAs?

• Trend of open files

• Adequate capacity

• Trend of open files

• Adequate capacity


12

Adaptive Processes

Define Measures – Management

StakeholdersGoals andObjectives

StakeholdersGoals andObjectives

QuestionQuestion MeasuresMeasures

• Productivity• Productivity • How do we measure productivity

• How do we measure productivity

• # of files treated per person-month

• # of operators handled per person

• # of files treated per person-month

• # of operators handled per person


13

Adaptive Processes

Operational Definitions

IdentifyKey

Stakeholders

IdentifyKey

Stakeholders

IdentifyStakeholder

Needs

IdentifyStakeholder

Needs

DefineMeasures

DefineMeasures


Plan


Plan


Sources


Sources

OperationalDefinitions and Goals




AnalyzeMeasures

AnalyzeMeasures




14

Adaptive Processes

Operational Definitions and Goals• % Records not processed in defined SLA• Resolution Time

– 2 Working days from the next business day from the time of ticket being raised till it is resolved in the Request Tracking System, excludes customer wait time

• Goal


15

Adaptive Processes

Define Measures

IdentifyKey

Stakeholders

IdentifyKey

Stakeholders

IdentifyStakeholder

Needs

IdentifyStakeholder

Needs

DefineMeasures

DefineMeasures


Plan


Plan


Sources


Sources





AnalyzeMeasures

AnalyzeMeasures




16

Adaptive Processes

Identify Data Elements and Sources• % SLA Compliant

– Request Creation Time– Request Resolution Time– Request Priority

• Data Source– Request Tracking System


17

Adaptive Processes

Define Measures

IdentifyKey

Stakeholders

IdentifyKey

Stakeholders

IdentifyStakeholder

Needs

IdentifyStakeholder

Needs

DefineMeasures

DefineMeasures


Plan


Plan


Sources


Sources





AnalyzeMeasures

AnalyzeMeasures




18

Adaptive Processes

Data Collection Plan

• What Data Elements • Who to provide the data• Frequency of Data Analysis

– Once a day for Line Leader– Once a week for Management– Once a month for Customer


19

Adaptive Processes

Define Data Analysis Methods

IdentifyKey

Stakeholders

IdentifyKey

Stakeholders

IdentifyStakeholder

Needs

IdentifyStakeholder

Needs

DefineMeasures

DefineMeasures


Plan


Plan


Sources


Sources





Analyzeand PresentMeasures





20

Adaptive Processes

Data Analysis Methods

• % Analysis– % SLA Compliant– % Good Quality Outputs etc.

• Statistical Process Control (SPC)– Declining trend on % SLA compliance etc.

• Correlation Analysis– SLA Compliance vs. Quality of Deliverables

etc.


21

Adaptive Processes

Analyze and Present Data

IdentifyKey

Stakeholders

IdentifyKey

Stakeholders

IdentifyStakeholder

Needs

IdentifyStakeholder

Needs

DefineMeasures

DefineMeasures


Plan


Plan


Sources


Sources










22

Adaptive Processes

Analyze and Present

• Frequency of Presentation to appropriate stakeholders at right frequency, for example– Once a day for Line Leader– Once a week for Management– Once a month for Customer


23

Adaptive Processes

Analyze Root Causes

• Analyze causes for undesirable behavior– Pareto Chart– Cause and Effect Diagram– Brain Storming etc.


24

Adaptive Processes

Analyze and Present Data

IdentifyKey

Stakeholders

IdentifyKey

Stakeholders

IdentifyStakeholder

Needs

IdentifyStakeholder

Needs

DefineMeasures

DefineMeasures


Plan


Plan


Sources


Sources










25

Adaptive Processes

Take Corrective Actions

• Take necessary corrective actions• Validate effectiveness of corrective actions• If in-effective, go back to the drawing board

Adaptive Processes

Thank You!

www.AdaptiveProcesses.com

Documents

Adaptive Processes Defining Metrics for IOT Process LN Mishra Principal Consultant Adaptive Processes