Adaptive Processes Defining Metrics for IOT Process LN Mishra Principal Consultant Adaptive Processes
Dec 17, 2015
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
© Adaptive Processes
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
© Adaptive Processes
4
Adaptive Processes
Key Stakeholders
IdentifyKey
Stakeholders
IdentifyKey
Stakeholders
IdentifyStakeholder
Needs
IdentifyStakeholder
Needs
DefineMeasures
DefineMeasures
DefineData Collection
Plan
DefineData Collection
Plan
IdentifyData Elements and
Sources
IdentifyData Elements and
Sources
OperationalDefinitions
OperationalDefinitions
Take CorrectiveActions
Take CorrectiveActions
AnalyzeMeasures
AnalyzeMeasures
Define DataAnalysis Methods
Define DataAnalysis Methods
© Adaptive Processes
5
Adaptive Processes
Key Stakeholders
• MACH Customers• Other Clearing Houses• Senior Management• Process Manager
© Adaptive Processes
6
Adaptive Processes
Identify Stakeholder Needs
IdentifyKey
Stakeholders
IdentifyKey
Stakeholders
IdentifyStakeholder
Needs
IdentifyStakeholder
Needs
DefineMeasures
DefineMeasures
DefineData Collection
Plan
DefineData Collection
Plan
IdentifyData Elements and
Sources
IdentifyData Elements and
Sources
OperationalDefinitions
OperationalDefinitions
Take CorrectiveActions
Take CorrectiveActions
AnalyzeMeasures
AnalyzeMeasures
Define DataAnalysis Methods
Define DataAnalysis Methods
© Adaptive Processes
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
© Adaptive Processes
8
Adaptive Processes
Define Measures
IdentifyKey
Stakeholders
IdentifyKey
Stakeholders
IdentifyStakeholder
Needs
IdentifyStakeholder
Needs
DefineMeasures
DefineMeasures
DefineData Collection
Plan
DefineData Collection
Plan
IdentifyData Elements and
Sources
IdentifyData Elements and
Sources
OperationalDefinitions
OperationalDefinitions
Take CorrectiveActions
Take CorrectiveActions
AnalyzeMeasures
AnalyzeMeasures
Define DataAnalysis Methods
Define DataAnalysis Methods
© Adaptive Processes
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
© Adaptive Processes
10
Adaptive Processes
Define Measures - Customers
MACH CustomersMACH Customers QuestionQuestion MeasuresMeasures
• 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
© Adaptive Processes
11
Adaptive Processes
Define Measures - Practitioners
MACH CustomersMACH Customers QuestionQuestion MeasuresMeasures
• 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
© Adaptive Processes
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
© Adaptive Processes
13
Adaptive Processes
Operational Definitions
IdentifyKey
Stakeholders
IdentifyKey
Stakeholders
IdentifyStakeholder
Needs
IdentifyStakeholder
Needs
DefineMeasures
DefineMeasures
DefineData Collection
Plan
DefineData Collection
Plan
IdentifyData Elements and
Sources
IdentifyData Elements and
Sources
OperationalDefinitions and Goals
OperationalDefinitions and Goals
Take CorrectiveActions
Take CorrectiveActions
AnalyzeMeasures
AnalyzeMeasures
Define DataAnalysis Methods
Define DataAnalysis Methods
© Adaptive Processes
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
© Adaptive Processes
15
Adaptive Processes
Define Measures
IdentifyKey
Stakeholders
IdentifyKey
Stakeholders
IdentifyStakeholder
Needs
IdentifyStakeholder
Needs
DefineMeasures
DefineMeasures
DefineData Collection
Plan
DefineData Collection
Plan
IdentifyData Elements and
Sources
IdentifyData Elements and
Sources
OperationalDefinitions
OperationalDefinitions
Take CorrectiveActions
Take CorrectiveActions
AnalyzeMeasures
AnalyzeMeasures
Define DataAnalysis Methods
Define DataAnalysis Methods
© Adaptive Processes
16
Adaptive Processes
Identify Data Elements and Sources• % SLA Compliant
– Request Creation Time– Request Resolution Time– Request Priority
• Data Source– Request Tracking System
© Adaptive Processes
17
Adaptive Processes
Define Measures
IdentifyKey
Stakeholders
IdentifyKey
Stakeholders
IdentifyStakeholder
Needs
IdentifyStakeholder
Needs
DefineMeasures
DefineMeasures
DefineData Collection
Plan
DefineData Collection
Plan
IdentifyData Elements and
Sources
IdentifyData Elements and
Sources
OperationalDefinitions
OperationalDefinitions
Take CorrectiveActions
Take CorrectiveActions
AnalyzeMeasures
AnalyzeMeasures
Define DataAnalysis Methods
Define DataAnalysis Methods
© Adaptive Processes
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
© Adaptive Processes
19
Adaptive Processes
Define Data Analysis Methods
IdentifyKey
Stakeholders
IdentifyKey
Stakeholders
IdentifyStakeholder
Needs
IdentifyStakeholder
Needs
DefineMeasures
DefineMeasures
DefineData Collection
Plan
DefineData Collection
Plan
IdentifyData Elements and
Sources
IdentifyData Elements and
Sources
OperationalDefinitions
OperationalDefinitions
Take CorrectiveActions
Take CorrectiveActions
Analyzeand PresentMeasures
Analyzeand PresentMeasures
Define DataAnalysis Methods
Define DataAnalysis Methods
© Adaptive Processes
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.
© Adaptive Processes
21
Adaptive Processes
Analyze and Present Data
IdentifyKey
Stakeholders
IdentifyKey
Stakeholders
IdentifyStakeholder
Needs
IdentifyStakeholder
Needs
DefineMeasures
DefineMeasures
DefineData Collection
Plan
DefineData Collection
Plan
IdentifyData Elements and
Sources
IdentifyData Elements and
Sources
OperationalDefinitions and Goals
OperationalDefinitions and Goals
Take CorrectiveActions
Take CorrectiveActions
Analyzeand PresentMeasures
Analyzeand PresentMeasures
Define DataAnalysis Methods
Define DataAnalysis Methods
© Adaptive Processes
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
© Adaptive Processes
23
Adaptive Processes
Analyze Root Causes
• Analyze causes for undesirable behavior– Pareto Chart– Cause and Effect Diagram– Brain Storming etc.
© Adaptive Processes
24
Adaptive Processes
Analyze and Present Data
IdentifyKey
Stakeholders
IdentifyKey
Stakeholders
IdentifyStakeholder
Needs
IdentifyStakeholder
Needs
DefineMeasures
DefineMeasures
DefineData Collection
Plan
DefineData Collection
Plan
IdentifyData Elements and
Sources
IdentifyData Elements and
Sources
OperationalDefinitions and Goals
OperationalDefinitions and Goals
Take CorrectiveActions
Take CorrectiveActions
Analyzeand PresentMeasures
Analyzeand PresentMeasures
Define DataAnalysis Methods
Define DataAnalysis Methods
© Adaptive Processes
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