Time Taken To Resolve – TTR

- Lean Project

Time Taken To Resolve – TTR-Stakeholders

Objective

To reduce Time Taken to Resolve for faster closure on customer complaints which will enhance customer experience & reduce customer interactions

Analysis & findings :-

Post analyzing last 3 months performance, derived to conclusion of working towards top 6 call drivers mentioned below

Time Taken To Resolve – TTR-Objective & Scope

Time Taken To Resolve – TTR

- Critical to Quality ( CTQ ) and project time lines

Need CTQOperational Definition of

Measure Defect Definition

Reduce time taken for closure of

complaint for top drivers mentioned

below

Closure time (days)

Time taken to resolve=

Complaint date- Closure date

<= 40 hours

Project start Date 1-April-16

Project end Date 31-Aug-16

Customer

CCCustomer

External Customers (Clients / Circles and Internal Customers

(Circles)

PPProcess

Longitudinal / Lateral

OOOutput

Output Delivered – Services, Products, Documents, Records

IIInput

Inputs Required – Services, Products, Documents, Records

Stakeholder response

Tasks

CallsEmail

Social Media

Supplier

SSSuppliers – Circles /

Suppliers

Escalation Desk

Customers Customer escalates Issue via call/email to ED supervisor

ED supervisor checks customers account and update customers if update available. If no update, relevant task is raised.

Email is sent to relevant Stakeholders with relevant customer complaint information.

Stakeholders responds with update on the issue raised.

Supervisors communicates resolution provided. .

Escalation Desk

Myntra

Myntra

Time Taken To Resolve – TTR-Process Map & definitions

Time Taken To Resolve – TTR

Customer handling skills

Product

Process

Lack of process maps

Lack of empowerment

People

Knowledge

Supervisor Ownership

Access to system used by support functions

Delay /incorrect update on CC tools by internal stakeholders

UNPLANNED System downtime- Internal/External

System

Untimely updates

TTR

Fishbone representation

Time Taken To Resolve – TTR-Waste identification

Type of waste Description Transport Inventory Motion Waiting Over-

processingOver

production Defects

Lack of empower

ment

Supervisor dependency on managers to approve service complaints raised

- - Y Y - - -

No access to system used by support functions

Tool access not provided to supervisors

- - Y Y - - -

Absence of process maps

Absence of clarity on process to be followed.

- - Y Y - - -

Time Taken To Resolve – TTR-Value stream mapping Old New

Observations :-

Reduced/eliminated dependency on managers to advise resolution on top 7 escalation call types.

Supervisor group briefed about the approval process using process maps.

Time taken to action these tasks reduced from 21.60 hours to 6.3 hours due to access of stakeholders applications and approval guidelines.

Time Taken To Resolve – TTR- Summary & Status

**Executed – Completed / followed On-going – In progress with discussion to finalize the action to be taken**Embedded Process maps ➔➔

Time Taken To Resolve – TTR-Key achievements

Achievements

Reduced time taken to resolve from 54.90 hours to 28.53 hours.Interaction per case reduced due to process changes implementation. Reduced from 2.4 interactions to 1.9 Interactions per case.

Time Taken To Resolve – TTR-Descriptive statistics

Pre PostMean 55.07 Mean 29.12

Standard Error 3.86 Standard Error 1.55

Median 54.27 Median 28.13

Mode #N/A Mode #N/A

Standard Deviation 9.45 Standard Deviation 3.79

Sample Variance 89.30 Sample Variance 14.36

Kurtosis -0.86 Kurtosis 1.37

Skewness 0.46 Skewness 1.03

Range 24.14 Range 11.00

Minimum 45.07 Minimum 24.65

Maximum 69.21 Maximum 35.65

Sum 330.39 Sum 174.71

Count 6.00 Count 6.00

Debapratim Bhatacharjee – AVP Customer connect- VOC- “It has been a great effort to map, eliminate non value adds and streamline the new process flow. The improvement results traction is steady and remarkable and will certainly contribute towards improving broader customer experience at escalation touch points. Please continue on the journey to make the process more lean & efficient.”

Time Taken To Resolve – TTR-Stakeholder VOC post

Sriram Shankar – VP Customer connect- VOC- Time Taken to Resolve reduction for Customer Escalations is a critical metric for Myntra CC. Reducing this from its baseline levels was a key business goal in our journey to improve experience for customers. This project by Karthik has played a huge role in making a step change improvement by reducing TTR by more than half. It counts as one of the biggest wins for Myntra CE function in H1 FY 2017. Karthik has showcased a great grasp of lean principles and learning while trying to unearth the issues and fixing them. The project has showcased very good application of LEAN tools, fantastic stakeholder management skills, good grasp of data, analysis and sustainable control measures. Very happy to sign off the project.

Karan Bakshi and Suhail Malik – Manager and Associate Manager.VOC- Escalation desk TTR directly impacts our already pained customers hence the requirement to bring it down with least impact on the cost was the ultimate goal. Karthik took a lead on this and modified several processes to get the desired result. He was able to identify the most impacting task categories and used logic and reasoning to get the resolution time reduced to less than half of what it was. This improvement has positively impacted the efficiency of the team and customer experience.

Thank you