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Back up QA Grooming andEngagement Program - Retail Insurance

Session 4

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Agenda• Recap• Demonstration of TM Tools• Daily Accuracy Report• Pareto Analysis• Pivot Table• Bar graphs & Line charts• Weekly / Monthly RCA• Calibration Variance report• Q&A

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Demonstration of TM Tools

• MBA & MBT• FPMP• NF Admin

4

Daily Accuracy Report

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Pareto Chart

A Pareto chart, named after Vilfredo Pareto, is a type of chart that contains both bars and a line graph, where individual values are represented in descending order by bars, and the cumulative total is represented by the line.The Pareto principle (also known as the 80–20 rule) states that, for many events, roughly 80% of the effects come from 20% of the causes.

The purpose of the Pareto chart in Quality Control is, it often represents the most common sources of defects, the highest occurring type of defect, or the most frequent reasons for customer complaints, and so on. The Pareto chart is one of the seven basic tools of quality control.

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Pivot Table

A PivotTable report is an interactive way to quickly summarize large amounts of data. Use a PivotTable report to analyze numerical data in detail and to answer unanticipated questions about your data. A PivotTable report is especially designed for:

• Querying large amounts of data in many user-friendly ways.

• Subtotaling and aggregating numeric data, summarizing data by categories and subcategories, and creating custom calculations and formulas.

• Expanding and collapsing levels of data to focus your results, and drilling down to details from the summary data for areas of interest to you.

• Moving rows to columns or columns to rows (or "pivoting") to see different summaries of the source data.

• Filtering, sorting, grouping, and conditionally formatting the most useful and interesting subset of data to enable you to focus on the information that you want.

• Presenting concise, attractive, and annotated online or printed reports

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Bar GraphNames Associate 1 Associate 2 Associate 3 Associate 4 Associate 5 Associate 6 Associate 7 Associate 8 Associate 9 Associate 10Target 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50%

Accuracy 100.00% 100.00% 100.00% 100.00% 99.89% 99.89% 99.50% 98.00% 97.65% 95.00%

Associate 1 Associate 2 Associate 3 Associate 4 Associate 5 Associate 6 Associate 7 Associate 8 Associate 9 Associate 1050.00%

60.00%

70.00%

80.00%

90.00%

100.00%

100.

00%

100.

00%

100.

00%

100.

00%

99.8

9%

99.8

9%

99.5

0%

98.0

0%

97.6

5%

95.0

0%

Accuracy Target

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Line Chart

Month Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14Target 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50%

Accuracy 99.53% 99.67% 100.00% 99.67% 99.83% 100.00% 98.00%

Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-1495.00%

96.00%

97.00%

98.00%

99.00%

100.00% 99.50%

99.53% 99.67% 100.00% 99.67% 99.83% 100.00%

98.00%

Target Accuracy

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Monthly / Weekly Dashboard

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Process Performance Snapshot: Till Date Monthly or weekly

Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-W1 Dec-W2 Dec-W3 Dec-W4 Dec-W5 Dec-13 : MTD

98.00%

98.50%

99.00%

99.50%

100.00% 99.67%99.85% 99.74% 99.74%

99.96% 100.00% 99.85%

99.13%99.32%

100.00%99.63%

Accu

racy

Note : The LCL has been prepared basis weekly accuracy for last 6 month.

Process accuracy is closed at ------ for week/month

87.82%

100.00%

95.00%

86.00%

90.00%

94.00%

98.00%

July

'13_

W1

July

'13_

W2

July

'13_

W3

July

'13_

W4

Aug'

13_W

1

Aug'

13_W

2

Aug'

13_W

3

Aug'

13_W

4

Aug'

13_W

5

Sept

'13_

W1

Sept

'13_

W2

Sept

'13_

W3

Sept

'13_

W4

Oct

'13_

W1

Oct

'13_

W2

Oct

'13_

W3

Oct

'13_

W4

Nov

'13_

W1

Nov

'13_

W2

Nov

'13_

W3

Nov

'13_

W4

Nov

'13_

W5

Dec'1

3_W

1

Dec'1

3_W

2

Dec'1

3_W

3

Dec'1

3_W

4

Dec'1

3_W

5

Process Performance - Statistical Process Control

Weekly Accuracy LCL UCL Target

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Associate Wise Performance Trend

90.9

1%

85.7

1% 88.8

9%

100.

00%

83.3

3%

83.3

3%

100.

00%

85.7

1%

100.

00%

100.

00%

85.7

1%

85.7

1%

100.

00%

100.

00%

100.

00%

100.

00%

100.

00%

100.

00%

100.

00%

75.0

0%

100.

00%

87.5

0%

83.3

3%

100.

00%

70%

75%

80%

85%

90%

95%

100%

AkankshaJain

AmitThapliyal

FarhaSardar

HeavenlyGift Dkhar

Jiji Joy PreetiKapoor

RutamSingh

Rajkumar

ShashankSharma

week 1 week 2 week 3

100.00% 100.00% 100.00% 100.00% 100.00%

75.00%

100.00%87.50%

0%

20%

40%

60%

80%

100%

Accuracy Accuracy Target

Accuracy 100.00% 100.00% 100.00% 100.00% 100.00% 75.00% 100.00% 87.50%

Accuracy Target 94.00% 94.00% 94.00% 94.00% 94.00% 94.00% 94.00% 94.00%

Akanksha Jain

Amit Thapliyal

Farha Sardar

Heavenly Gift Dkhar

Jiji JoyPreeti Kapoor

Rutam Singh

Shashank Sharma

All achieved 100% except Shashank & Preeti

Majority of associates have shown consistent trend.

Associate performance - 23 to 27 Dec (Week 4)

Associate performance in last 3 Rolling Weeks

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Parameter Wise Drill Down: L1 & L2

P. No. Parameter

P5 Procedural

P7 Boss comments

P1 Missing Documentation

Parameter Wise Drill Down - Pareto

37.50%31.25%

12.50%6.25% 6.25% 6.25%

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

IncorrectInvestigation

Incorrect Address Incorrect CityName

All system notupdated

Incorrect phonenumber

Incorrect statusupdated

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

Level 2 Drill Down – Parameter 7

57.14%

35.71%

7.14%

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

P5 P7 P10.00%

20.00%

40.00%

60.00%

80.00%

100.00%

Level 2 Drill Down – Parameter 5

50.00%

30.00%

20.00%

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

Incorrect Case Comments Incorrect Coding Incorrect Document type 0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

Reasons for P5 Count of ErrorsIncorrect Investigation 6

Incorrect Address 5Incorrect City Name 2

All system not updated 1Incorrect phone number 1Incorrect status updated 1

Reasons for P7 Count of ErrorsIncorrect Case Comments 5

Incorrect Coding 3Incorrect Document type 2

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Error Summary At Associate Level

Click to launch the Raw data

Raw Data

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Parameter Wise Step up Plan

Parameter Reason Recommended Action Plan QA

Status Quo Impact

Max Impact on Accuracy post improvement

Recommended Owners

Follow procedures and update systems.

Did not follow processing procedures.Did not update all required systems, screens, fields, etc., with the correct information.Did not follow the investigation process.Did not address all questions and concerns.

87.98% 6.87% 94.85%

Update BOSS and/or other systems.

Did not update Case Comments in BOSS.Did not update systems with proper codes.

87.98% 4.29% 99.14%

Case Development / Review of documents,

systems and refer case

Did not request/access all relevant information.Did not refer to the appropriate associate, level, queue and/or unit.

87.98% 0.86% 100.00%

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Calibration Variance reportSnapshot Data

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Calibration Variance reportReport

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Thank You