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(http://advanceinnovationgroup.com) This Lean Six Sigma Project done by student from Advance Innovation group which is posted to provide for benchmarking and best practices sharing purposes. This Lean Six Sigma Project focuses on the issue of reducing the large number of desk tickets opened in the HR domain. HR is one of the biggest support function of any organization and thus its efficiency becomes critical to any organization's holistic growth, this project focuses on one of the pain area in HR i.e. high number of Desk Tickets and gives explanation around how to fix that and what are the steps in using DMAIC framework for this. Additionally, it is advisable that you also visit and subscribe Advance Innovation Group Blog (http://advanceinnovationgroup.com/blog) for more Lean Six Sigma Projects, Case Studies on Lean Six Sigma, Lean Six Sigma Videos, Lean Six Sigma Discussions, Lean Six Sigma Jobs etc.
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Human Resource Helpdesk
Unit : Career Tracking & Performance Management
Solution Approach Case StudySolution Approach Case Study
““Reducing Help Desk Tickets related to Payroll “Reducing Help Desk Tickets related to Payroll “
Table of contents
1. Project Charter
2. VOC – CTQ (Source Of Preparing Case Study & Related Solutions)
3. Baseline performance
4. Stratification
5. Graphical representation based on stratification factors and inference
6. AS-IS flow diagram
7. Improved “ To- Be” flow diagram
8. Cause and effect diagram
9. List of solutions
10. Status of Solution Implementation
Annexure
Phase wise target and solutions implementation plan
1. Project Charter
Goal Statement:
Project Plan : Project team:
Problem Statement :
In period of 6 months from July 12 to Dec 12, on an average 96 tickets per month related to salary (categories considered) have been raised in GHD. In case issue rate does not decrease, we risk a decline in overall employee satisfaction.
Decrease number of tickets raised in GHD related to salary (categories considered) from 96 to < 29 per month i.e. reduce up to 70 % with effect from Sept 1st , 2012
Project Leader -BB SME & Mentor
Team memberQMS & MIS resource
Define
Explore
Improve
Sustain
Jan 5th Jan 12th Mar 1st July 25th Sep1stDays
Stage wise Plan
4
2. Voice Of Customer and CTQs
Voice of the Customer
Critical to QualityCritical customer requirement
Employees(Customer) want to receive their salary as per
their entitlement and on time.
Source : Feedback from Employee Pulse Survey 11 - 12.
Reference from Help Desk Portal Jul 11 to Dec 12.
Discrepancies in Employee Payroll.
• Timely receipt of Salary
• Accuracy in Salary received
No. of tickets registered per month in Help Desk Portal - GHD
related to salary (categories considered) to be reduced.
Key customer issue
HR Help Desk Requests raised by Employees
Employee awareness
Salary Credits
Salary Components
CTQs*
6
3. Baseline performance
Name of the metric ( with unit of measure) : No of tickets related to salary issues raised per month in GHD
Period of Data : 6 months Jul 11 to Dec 12
Current Performance : On an average 96 tickets / month related to salary issues are raised on Ultimatix GHD
Defect % : 70 %
Specification Limit : 29 tickets / month related to salary issues (categories considered)
Chart / Graph : Trend Chart
Total No. of Issues raised in GHD – 738
Total No. of issues raised on major areas of concerns – 574 (Data Considered)
Location BOB Deductions PayslipSalary not processed Grand Total
Corporate 23 31 6 60TCS - Ahmedabad 30 17 8 4 59TCS - Bangalore 29 91 23 39 182TCS - Chennai 54 77 29 19 179TCS - Kolkata 2 4 2 13 21TCS - Mumbai 18 22 10 6 56TCS - New Delhi 6 5 1 1 13TCS - Pune 4 4
Grand Total 162 247 79 86 574
Base data considered
Trend of tickets raised in GHD
112
129
47
119
92
75
0
20
40
60
80
100
120
140
Jul Aug Sep Oct Nov Dec
No. of Issues Average P I Target P II Target
96
< 67
< 29
7
Pareto Analysis
Problem categories like Deductions, BOB, Salary not processed and Pay slip related issues/queries are leading to 78% of total number of tickets raised in GHD regarding salary issues.
Hence we further analyzed the above 4 categories in detail to find the root causes behind the problem and provide solution for the identified causes to achieve our objective of reducing the tickets raised in GHD related to salary issues.
4. Stratification
Pareto Chart for the problem categories
0
50
100
150
200
250
300
0
20
40
60
80
100
120
No. of TicketsCumulative %
Above mentioned categories like Deductions, BOB, Salary not processed and Pay slip are our area of concern and hence these categories are further stratified in detail.
Stratification Factors
63 % of the issues are raised from Bangalore, Chennai 63 % of the issues raised are from BPO1, BPO2
71 % of tickets raised are for Deductions & BOB
32 31
10 10 10
4 2 105
101520253035
Location wise Ticket - % Distribution
32 31
13 12
5 3 31
0
5
1015
20
2530
35
Grade wise Ticket - % Distribution
42
58
23
77
16
84
16
84
0
20
40
60
80
100
Deductions BOB Salary notprocessed
Payslip
Issue V/S Query - % Distribution
issue query
43
28
15 14
0
10
20
30
40
50
Deductions BOB Salary notprocessed
Payslip
Ticket Category - % Distribution
71% of tickets raised are mere queries not the issues
Analysis based on the data received from GHD.
BOB Deductions
Payslip Salary not processed
5. Graphical representation based on stratification factors
Area of concern in BOB is Food coupons & BOB kitty Area of concern in deductions is wrong deductions & TRAH/TRAV deductions
Area of concern in payslip is payslip not generated & PAN not updated Area of concern in salary not processed is IA settlement & non credition of salary
020406080
100120140
Problem area
No
. o
f is
sues
020406080100120
Issues
Cumulative %
05
101520253035
Problem area
No
. o
f is
sues
020406080100120
Issues
Cumulative %
05
101520253035404550
Problem area
No
. o
f is
sues
020406080100120
Issues
Cumulative %
020406080
100120140160
Problem area
020406080100120
Issues
Cumulative %
Detailed Pareto analysis to identify major areas of concerns in each category
6. AS-IS flow diagram
No Yes
No
No
Yes
No
Yes
START
Resolution Provided
Data sent to Compensation SPOC
Check the Issue and Identify the Problem
Contact Responsible Team
Changes Made in Various Systems like OAHRMS,SAP or
Interface
Issue Resolved
Employee ContactsDeployment HR
Salary Issue Resolved
Communication to Deployment HR
Deployment HR Informs Employee
END
Assign to L1 Queue
Escalate to L2/RE/L3
Provide Solution
Isuue Resolved to
Satisfaction ?
Call Closed by the User or System
Employee Identifies Issue/Query
User Log/Relog Ticket in GHD for the Issue/Query Identified
Analysis/Data Validation of Ticket
Resolution Identified for
Issue Raised ?
User Relog/Reopen
Ticket
Improvement based on AS-IS flow diagram
No Yes
No
No
Yes
No
Yes
START
Resolution Provided
Data sent to Compensation SPOC
Check the Issue and Identify the Problem
Contact Responsible Team
Changes Made in Various Systems like OAHRMS,SAP or
Interface
Issue Resolved
Employee ContactsDeployment HR
Salary Issue Resolved
Communication to Deployment HR
Deployment HR Informs Employee
END
Assign to L1 Queue
Escalate to L2/RE/L3
Provide Solution
Isuue Resolved to
Satisfaction ?
Call Closed by the User or System
Employee Identifies Issue/Query
User Log/Relog Ticket in GHD for the Issue/Query Identified
Analysis/Data Validation of Ticket
Resolution Identified for
Issue Raised ?
User Relog/Reopen
Ticket
Along with GHD team ticket numbers are sent to CCPM team to resolve the issues which leads to duplication of work and loss of Man-Hours
Based on the detailed analysis of GHD data we can conclude that GHD can resolve most of the salary related queries/Issues.
• Discontinuation of handling salary issues by CCPM team along with GHD will reduce the TAT of query.
• Reduce duplication of work (Branch HR & Compensation SPOC) and loss of man-hours.
• Make employees work effectively if the query or issue gets resolved timely.
• Raising all the tickets related to salary in GHD will help us keep a better track of salary issues raised.
7. Improved To –be Flow Chart
Yes
No
No
Yes
No
Yes
START
Resolution Provided
Employee ContactsDeployment HR
Salary Issue Resolved
END
User Log/Relog Ticket in GHD for the Issue/Query Identified
Assigned to L1Queue
Resolution Identified for
Issue Raised ?
Escalate to L2/RE/L3
Provide Solution
Isuue Resolved to
Satisfaction ?
Call Closed by the User or System
User Relog/Reopen
Ticket
Employee Identifies Issue/Query
Analysis/Data Validation of Ticket
Note:- CCPM SPOC to play a role of L3 in helping HR-Help Desk resolve particular issues.
Actual time spent/Month by Compensation SPOC 10 Hrs/MonthActual time spent/Month by Branch HR (All Locations) 12 Hrs/MonthHours to be spent/Month by Compensation SPOC 2 Hrs/MonthHours to be spent/Month by Branch HR (All Locations) 0 Hrs/MonthTotal man-hours spent per month currently 22 Hrs/MonthTotal man-hours to be spent per month 2 Hrs/MonthTotal saved man-hours 20 Hrs/Month
Man-hours to be saved through improved flow
13
8. Cause and Effect diagram
Diagram above shows causes behind increased number of tickets/requests raised in GHD
Lack of knowledge of employees on compensation structure.
Root cause being No OR improper training provided to the employees on Compensation structure.
Wrong deductionsEmployee thinks HIS
deduction is not correctEmployees are not aware
of HIS premium
Lack of knowledge of employees about HIS
premium
Employees does not read HIS scheme or policy
Unawareness/Ignorance of employees about HIS
policy
Conveyance charged for BPO grade employees
Information flow is incorrectNo proper cannel flow of
informationNo transport policy is in
placeNo requirement put up by
the process owner
Unsettled travel advanceGreen form not filled by
employees
Ignorance/Unawareness of green form among
employees
Lack of knowledge of employees about green
form
Wrong payslip reading by employees
Employee does not understand the salary
components
Lack of knowledge of employees about salary
components
Proper training and content not provided about salary
components like Misc payment and BOB kitty
Location changed with change in SWON/WON
Lack of knowledge about the location change policy
Proper knowledge not provided about location
change policy
Don't know where to change the location
Exact path not provided to change food coupon delivery location
BOB structure may change after salary revision
Changes done after payroll freeze do not reflect in the
current month
Unawareness about settlement form
Lack of knowledge about correct procedure of IA
settlement
Proper training not provided about IA
settlement
No requirement put up by employees and process owners on training on IA
settlement
Next level supervisor does not approve the claims in
time
The next level supervisor don't have any restriction
time for approving
No requirement put up by the process owner for time restrictions for next level
supervisors to approve/reject employee's
claims
Mandatory details not updated on time by
employees
Unawareness/Ignorance by employees
Lack of knowledge about mandatory details
Proper training and content not provided about mandatory details
Exact path and procedure not communicated to enter
mandatory details
Wrong details updated by employees
Ignorance/Human error by employees
No cross checking before the payroll cycle
No requirement put up by the process owner
Level 6 Cause
Salary not
processed
PayslipProper training not
provided on payslip link in system
Not aware about the policy on when salary changes
Proper training not provided on salary revision
to employees
Food coupons not paid / missed
Lack of knowledge of employee about payslip link
in the system
IA Settlement/Unsettled advance recovery
Level 3 CauseEffect
Employee's location changes
Level 5 cause
Inc
rea
se
in
sa
lary
re
late
d t
ick
ets
ra
ise
d i
n G
HD
Change in structure of BOBLack of knowledge about salary revision ploicies
Problem Category Level 1 Cause
TRAH / TRAV deductions
Level 2 Cause Level 4 Cause
Deductions
Unawareness about the system
BOB
IA settlement or advance settlemnt not done by
employees
Employee can't access payslip link
Payslip link shows last months salary slips after 1
or 2 days of payroll run
Employee did not update the changed location
Non credition of salary
Payslip not generated
14
9. List of Possible solutionsS.No. Root causes Solutions
1
Unawareness/Ignorance of
employees about HIS policy
1. Complete HIS policy to be covered for new joiners in induction and complete path to be provided to check the premium amount on Ultimatix2. Communication through snippets in Ultimatix to inform employees if there is any change in the premiums or policy of HIS3. Complete HIS policy to be covered in the WBT/CBT for existing employees4. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively
2
No requirement put up by the
process owner for correct
data/information flow of employees
1. A proper channel flow to be developed so that correct employee details can flow to travel and admin department2. BPO transport policy to be created
3
Lack of knowledge of
employees about green form
1. Complete knowledge and exact path to be provided to fill the green form in Ultimatix in the WBT/CBT2. Complete travel advance policy and provisions to be covered in the WBT/CBT or FAQ's to be uploaded on KnowMax 3. Test to be conducted on the above content after successfull completion of WBT/CBT
4
Proper training and content not provided about
salary components like
Misc payment and BOB kitty
1. Complete knowledge about salary components to be provided to the new joiners in Induction through presentation2. Complete payslip reading knowledge to be provided to the new joiners through presentation during Induction3. Complete knowledge about salary components to be provided to the existing employees through WBT/CBT and same to be covered in the FAQ's to be uploaded on KnowMax4. Complete payslip reading knowledge to be provided to the existing employees through WBT/CBT and same to be covered in the FAQ's to be uploaded on KnowMax5. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively
5
Proper knowledge not provided
about location change policy
1. Complete knowledge about location change policy to be provided to the new joiners during induction2. Complete knowledge about location change policy to be provided to the existing employees through WBT/CBT and same to be covered in the FAQ's to be uploaded on KnowMax3. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively
6
Exact path not provided to
change food coupon delivery
location
1. Complete path to be provided to new joiners along with screen shot presentation to update and change the food coupon delivery location in Ultimatix during induction2. Knowledge and path to be provided to the existing employees in the WBT/CBT and same to be covered in the FAQ's to be uploaded on KnowMax3. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively
15
Continued.
Can put a popup reminder or compulsory check before logging a ticket on GHD to:1. Go through the FAQ’s document on payroll and compensation2. Check the query or issue with deployment HR
S.No. Root causes Solutions
7
Proper training not provided on salary
revision to employees
1. Knowledge about confirmation and annual increment policy to be provided to the new joiners in Induction2. Knowledge about the overall CTC change and salary components change policy to be provided to the new joiners during Induction3. Knowledge about confirmation and annual increment policy to be provided to the existing employees through WBT/CBT and same to be covered in the FAQ's to be uploaded on KnowMax4. Knowledge about the overall CTC change and salary components change policy to be provided to the existing employees through WBT/CBT and same to be covered in the FAQ's to be uploaded on KnowMax5. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively
8
No requirement put up by
employees and process owners for training on IA
settlement
1. Complete knowledge about IA settlement formalities to be given before employee proceeds for international assignment through a document or an auto generated mail.2. Answers to the general queries to be put in FAQ's document to be uploaded on KnowMax
9
No requirement put up by the
process owner for time restrictions
for next level supervisors to approve/reject
employee's claims
1. Some specific time constraint to investigate & approve the claims in Ultimatix need to be decided for next level supervisors 2. Digitization can be done to auto approve/reject the request for IA settlement
10
Exact path and procedure not
communicated to enter mandatory
details
1. Meet with the Induction team and prepare a proper presentation to be delivered which would contain screen shot presentation on mandatory details to be updated2. Cross verification to be practised before payroll run for new joiners
11
Proper training not provided on
payslip link in system
1. Orientation to payslip link and complete payslip reading to be included in the WBT/CBT for existing employees2. Orientation to payslip link and complete payslip reading to be included in Induction for new joiners3. Answers to general queries on payslip link to be addreseed in the FAQ's which is to be uploaded on KnowMax4. Payslip link to be covered in the ready reckoner for new joiners and existing employees, the ready reckoner to be uploaded on KnowMax5. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively
16
S.no Activity To improve what Who When How Status
1 Compensation presentation for new joiners
To improve the compensation knowledge of new joiners
1 Jun 12 Updating the presentation used in induction
WIP
3 Create a BPO transportation policy
To minimize chances of error and wrong travel deductions
To be
initiated
2 Create FAQ’s on compensation for employees and upload it on KnowMax
To help employees getting their common doubts and queries resolved
Transport policy to be created and signoff from stakeholders
WIPSambhu Majumdar
4 Time constraint to be decided for next level supervisors auto approval/rejection for the IA settlement request
Initiated
To check feasibility if this can be digitized in the system.
To minimize the chances of delay in settling the advance
IA settlement awareness document and FAQ’s created
22 May 12To reduce the IA settlement recoveries and roll back of deductions
5
15 May 12 To be uploaded with approval from Compensation Lead
Aditya Kumar & Sambhu Majumdar
Aditya Kumar & Sambhu Majumdar
Jaswinder Singh & Sambhu Majumdar
Sambhu Majumdar
Understand as is process and create FAQ’s for employees
WBT/CBT on compensation to be prepared for existing employees
29 Jun 12
WIP
To improve knowledge of employees on compensation and basic payroll
6Jaswinder Singh, Sambhu Majumdar & IRM team
Developing WBT/CBT with help of IRM team & CCPM Lead
22 May 12
15 Jun 12
Initiated
10. Status of solution implementation
April 14, 2023
Phase wise target and solutions implementation plan
•Updated & deployed the induction content(Basic payroll & compensation) for new joiners
•FAQ’s on compensation & basic payroll uploaded on KNOWMAX for existing employees
Phase I: Target 30% of the tickets raised in GHD related to categories considered to be reduced as on July 1st 12
May 2nd week
July 3rd week
Phase II: Target 40% of the tickets raised in GHD related to categories considered to be reduced as on Sep 1st 12
The number of tickets raised in GHD will be tracked month on month and matched with the phase wise targets after successful implementation of phase wise solutions.
• Time constraint decided for Auto approval or rejection of theIA settlement request by next level supervisor is digitized
• IA settlement awareness document and FAQ’s
BPO transport policy created
• 100% coverage of WBT/CBT on compensation for existing employees
May 3rd week
May 3rd week
May 4th week
June 1st week
THANK YOU THANK YOU
