BUSINESS TRANSFORMATION

Trouble Ticket Resolution At

Tech Mahindra Ltd

Name PRN

Chaitanya Pande 12020541095

Deepanker Ray 12020541097

Manish Chandra Renu 12020541107

Shaliesh Jain 12020541129

Sonal Meshram 12020541132

Sakshi Bateja 12020541153

E2E ORDER FLOW

Application Release Overview

Timelines

•Delivery every three months

•Equally divided over one and half months – Development and Testing

Components

•Over 40 components involved for completion of a single order

•Each component delivers code on an agreed date for E2E testing

Key Peop

le

•Each release to have a Release Manager

•Defect tracking – responsibility of RM

•Individual component support team, E2E test team

Deliverabl

es

•Timely code deployment on fixed date(dates are fixed well In advanced)

•All defects to be closed prior to delivery of code

Ticket Resolution – Process AS IS

Raise a defect Assign it to concerned component

Acknowledgement of Defect by component

Provide ETAAnalyze DefectProvide Resolution

Test Defect Update by team with RCA Close Defect

Swimelane Diagram

A Need For Change• High time taken by components to resolve a defect (3-4

days)• Increasing defects count due to delay in resolution• Lot of efforts required in tracking and chasing

components for defect resolution by delivery manager• Loss of man-hours due to high turn time required in

resolving defects• Business loss to the client due to delayed delivery of

deliverables• Unavailability of streamlined defect resolution process• Decreasing CSAT score

Areas of Improvement

• Defect Tracking• Cost Considerations• Wastage of Man Hrs

Activity AnalysisValue Adding Defect Resolution

Supporting Component Development

Policing SLA Conformance

Waste Man Hrs

Assumptions

• Development Team considered to be an organization and hence rest of the teams form part of environment

• The release time will remain same i.e. period of 3 months

• Employees involved are on same intellectual level

• Billing of resources : 2 pounds/man-hr

The Impact

• Optimistic Scenario: 2 defects per component• Total no. of defects : 80 per release• Average no. of employees in support team of

a component : 2• No. of hrs for resolution of a defect : 48 hrs• Man hrs needed for resolution of a defect :

48*80 = 3840 man hrs• Cost to Company = 3840*2 = 7680 pounds

Stakeholder Analysis

Employees

• Occasional out of office working hours

• Performance based pay

Management

• Link between supplier and client

• High attrition rate among team

Client

• Loss of business for their critical accounts

• Increasing cost