Case Study on

Reducing Salary Related Tickets

Raised In GHD

Honey Comb : HR
Process : Career Compensation And
Performance Management
Location : Wellspring ,Vikhroli (Mumbai)
Prepared by : Dushyant Sharma

27 December 2019 TCS Confidential

Table of Contents
1. Project Charter

2. VOC – CTQ flow

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

Other initiatives taken by the team

Structured Problem Solving TCS -Internal

1. Project Charter
Problem Statement : Goal Statement:

In period of 6 months from July 08 to Dec 08, 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 , 2009

Stage wise Plan

Project Plan : Project team:

Jan 5th Jan 12th Mar 1st July 25th Sep1st
Days

Define Dushyant Sharma Project Leader

Explore Adit Ahuja Team member
Nirjhar Nagar Team member
Improve
Viraj Saraiya Quality Mentor
Sustain

Structured Problem Solving TCS -Internal 2

2. VOC and CTQ
Voice of the Customer Key customer issue

Employees want to receive their salary as per

their entitlement and on time. Employees face discrepancies in their salary.

Source : Feedback from Pulse Survey 07 - 08.

Reference from GHD Jul 08 to Dec 08.

Critical customer requirement Critical to Quality

No. of tickets registered per month in GHD

Employees receive their salary with 100 %
related to salary (categories considered) has to
accuracy on time.
reduce.

Structured Problem Solving TCS -Internal 3

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 (July ‘08 – Dec ‘08)

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)

Trend of tickets raised in GHD Salary not

140
129 Location BOB Deductions Payslip processed Grand Total
119
120
112 Corporate 23 31 6 60
100 TCS - Ahmedabad 30 17 8 4 59
96 92
80 TCS - Bangalore 29 91 23 39 182
< 67 75 TCS - Chennai 54 77 29 19 179
60
47 TCS - Kolkata 2 4 2 13 21
40 TCS - Mumbai 18 22 10 6 56
< 29
20 TCS - New Delhi 6 5 1 1 13
0
TCS - Pune 4 4
Jul Aug Sep Oct Nov Dec Grand Total 162 247 79 86 574
No. of Issues Average P I Target P II Target Base data considered

Structured Problem Solving TCS -Internal 4

4. Stratification
Pareto Analysis
Problem categories like Deductions, BOB, Salary not processed and Payslip 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.

Pareto Chart for the problem categories

300 120
250 100
200 80
150 60
100 40
50 20
0 0

t
ax

16
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SA
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No. of Tickets
Sa

Cumulative %

Above mentioned categories like Deductions, BOB, Salary not processed and Payslip are our area of concern and hence these
categories are further stratified in detail.
Structured Problem Solving TCS -Internal 5
 Stratification Factors
Analysis based on the data received from GHD.
Location w ise Ticket - % Distribution Grade w ise Ticket - % Distribution

35 32 31 35 32 31
30 30
25 25
20
10 10 20
15 10 13
15 12
10 4
5 2 10
1 5 3 3
0 5 1
ai
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O3

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ng

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w
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BP

BP

BP

BP

BP

BP

BP

BP
Co

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Ah

63 % of the issues are raised from Bangalore, Chennai 63 % of the issues raised are from BPO1, BPO2

Ticket Category - % Distribution Issue V/S Query - % Distribution

50 43 100
80 58
40 77
28 60 84 84
30
40
15 14
20 42
20 23 16 16
10 0
Deductions BOB Salary not Payslip
0 processed
Deductions BOB Salary not Payslip
processed issue query

71 % of tickets raised are for Deductions & BOB 71% of tickets raised are mere queries not the issues

Structured Problem Solving TCS -Internal

5. Graphical Representation based on Stratification Factors
Detailed Pareto analysis to identify major areas of concerns in each category
BOB Deductions
160 120 140 120

No. of issues
140 100 120 100
120 100 80
100 80 80
80 60 Issues 60 Issues
60
60 40 Cumulative % 40 40 Cumulative %
40 20 20
20 20
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0 0

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ch
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od

B
BO

BO
Fo

Problem area
Problem area
Area of concern in BOB is Food coupons & BOB kitty Area of concern in deductions is wrong deductions & TRAH/TRAV deductions

Payslip Salary not processed

35 120 50 120
No. of issues

30 45

No. of issues
100 40 100
25 80 35
20 Issues 30 80 Issues
15 60
40 25 60
10 Cumulative % 20 Cumulative %
5 20 15 40
0 0 10 20
5
Su yi ng rea d

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tsta tal re ..

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Problem area
s

Sa
IA

Problem area
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

Structured Problem Solving TCS -Internal

6. AS-IS Flow Diagram
START

Employee Identifies
Issue/Query

Employee Contacts
Deployment HR

User Log/Relog Ticket in GHD for No Resolution Yes Salary Issue

the Issue/Query Identified Provided Resolved

Assign to L1 Queue No

Data sent to
Analysis/Data Validation of Compensation SPOC
Ticket

Check the Issue and

Identify the Problem
Resolution
Escalate to No Identified for
L2/RE/L3
Issue Raised ?
Contact Responsible
Team
Yes

Provide Solution Changes Made in Various

Systems like OAHRMS,SAP or
Interface

User No Isuue
Relog/Reopen Resolved to Issue Resolved
Ticket Satisfaction ?

Yes Communication to
Deployment HR
Call Closed by the
User or System
Deployment HR
Informs Employee

END

Structured Problem Solving TCS -Internal

 Improvement Based on AS-IS Flow Diagram
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 START

Employee Identifies
Issue/Query

Employee Contacts
Deployment HR

User Log/Relog Ticket in GHD for No Resolution Yes Salary Issue

the Issue/Query Identified Provided Resolved

Assign to L1 Queue No

Data sent to
Analysis/Data Validation of Compensation SPOC
Ticket

Check the Issue and

Identify the Problem
Resolution
Escalate to No Identified for
L2/RE/L3
Issue Raised ?
Contact Responsible
Team
Yes

Provide Solution Changes Made in Various

Systems like OAHRMS,SAP or
Interface

User No Isuue
Relog/Reopen Resolved to Issue Resolved
Ticket Satisfaction ?

Yes Communication to
Deployment HR
Call Closed by the
User or System
Deployment HR
Informs Employee

END

Structured Problem Solving TCS -Internal

7. Improved To –be Flow Chart
START
Based on the detailed analysis of GHD data
Employee Identifies
Issue/Query
we can conclude that GHD can resolve most
of the salary related queries/Issues.
Employee Contacts
Deployment HR • Discontinuation of handling salary
issues by CCPM team along with
Resolution Yes Salary Issue GHD will reduce the TAT of query.
Provided Resolved

No
• Reduce duplication of work
User Log/Relog Ticket in GHD for
(Branch HR & Compensation
the Issue/Query Identified SPOC) and loss of man-hours.
Assigned to L1Queue
• Make employees work effectively if
Analysis/Data Validation of
the query or issue gets resolved
Ticket timely.
• Raising all the tickets related to
Resolution
Escalate to No
Identified for salary in GHD will help us keep a
L2/RE/L3
Issue Raised ?
better track of salary issues raised.
Yes
Provide Solution
Man-hours to be saved through improved flow
Actual time spent/Month by Compensation SPOC 10 Hrs/Month
Actual time spent/Month by Branch HR (All Locations) 12 Hrs/Month
User No Isuue
Relog/Reopen
Ticket
Resolved to
Satisfaction ?
Hours to be spent/Month by Compensation SPOC 2 Hrs/Month
Hours to be spent/Month by Branch HR (All Locations) 0 Hrs/Month
Yes
Total man-hours spent per month currently 22 Hrs/Month
Call Closed by the
User or System Total man-hours to be spent per month 2 Hrs/Month
Total saved man-hours 20 Hrs/Month
END

Note:- CCPM SPOC to play a role of L3 in helping GHD resolve particular issues.

Structured Problem Solving TCS -Internal

8. Cause and Effect Diagram
Effect Problem Category Level 1 Cause Level 2 Cause Level 3 Cause Level 4 Cause Level 5 cause Level 6 Cause
Lack of knowledge of Unawareness/Ignorance of
Employee thinks HIS Employees are not aware Employees does not read
Wrong deductions employees about HIS employees about HIS
deduction is not correct of HIS premium HIS scheme or policy
premium policy

Conveyance charged No proper cannel flow of No transport policy is in No requirement put up by

Deductions Information flow is incorrect
for BPO grade employees information place the process owner
TRAH / TRAV deductions
Ignorance/Unawareness of Lack of knowledge of
Green form not filled by
Unsettled travel advance green form among employees about green
employees
employees form

Proper training and content

Employee does not
Wrong payslip reading by
understand the salary
employees
components
Lack of knowledge of
not provided about salary
employees about salary
components like Misc
components
payment and BOB kitty

Proper knowledge not

Location changed with Lack of knowledge about
provided about location
Increase in salary related tickets raised in GHD

change in SWON/WON the location change policy

Employee's location Employee did not update change policy
Food coupons not paid / changes the changed location Exact path not provided to
BOB Don't know where to
missed change food coupon
change the location
delivery location

BOB structure may change

after salary revision
Proper training not
Not aware about the policy Lack of knowledge about
Change in structure of BOB provided on salary revision
Changes done after payroll on when salary changes salary revision ploicies
to employees
freeze do not reflect in the
current month

No requirement put up by
Lack of knowledge about Proper training not
Unawareness about employees and process
correct procedure of IA provided about IA
settlement form owners on training on IA
settlement settlement
settlement
IA settlement or advance
IA Settlement/Unsettled No requirement put up by
settlemnt not done by
advance recovery the process owner for time
employees Next level supervisor does The next level supervisor
restrictions for next level
Salary not approve the claims in don't have any restriction
supervisors to
not time time for approving
approve/reject employee's
processed
claims

Mandatory details not Proper training and content Exact path and procedure
Unawareness/Ignorance by Lack of knowledge about
updated on time by not provided about not communicated to enter
employees mandatory details
Non credition of salary employees mandatory details mandatory details

Wrong details updated by Ignorance/Human error by No cross checking before No requirement put up by
employees employees the payroll cycle the process owner

Payslip link shows last Lack of knowledge of Proper training not

Employee can't access Unawareness about the
Payslip Payslip not generated months salary slips after 1 employee about payslip link provided on payslip link in
payslip link system
or 2 days of payroll run in the system system

The cause and effect diagram shows that main cause behind increase in the number of tickets raised in GHD is lack of
knowledge of employees on compensation concepts and the root cause being no training/improper training provided to the
employees.
Structured Problem Solving TCS -Internal 11
9. List of Solutions
S.No. Root causes Solutions
1. Complete HIS policy to be covered for new joiners in induction and complete path to be provided to check the
Unawareness/Ign premium amount on Ultimatix
orance of 2. Communication through snippets in Ultimatix to inform employees if there is any change in the premiums or policy of
1
employees about HIS
HIS policy 3. Complete HIS policy to be covered in the WBT/CBT for existing employees
4.
1. Test to bechannel
A proper conducted
flowon
to the above content
be developed at the
so that end employee
correct of Induction or successful
details can flow completion ofadmin
to travel and WBT/CBT respectively
department
No requirement 2. BPO transport policy to be created
put up by the
process owner for
2
correct
data/information
flow of employees

1. Complete knowledge and exact path to be provided to fill the green form in Ultimatix in the WBT/CBT
Lack of 2. Complete travel advance policy and provisions to be covered in the WBT/CBT or FAQ's to be uploaded on KnowMax
knowledge of 3. Test to be conducted on the above content after successfull completion of WBT/CBT
3
employees about
green form
1. Complete knowledge about salary components to be provided to the new joiners in Induction through presentation
Proper training 2. Complete payslip reading knowledge to be provided to the new joiners through presentation during Induction
and content not 3. Complete knowledge about salary components to be provided to the existing employees through WBT/CBT and same
provided about to be covered in the FAQ's to be uploaded on KnowMax
4 salary 4. Complete payslip reading knowledge to be provided to the existing employees through WBT/CBT and same to be
components like covered in the FAQ's to be uploaded on KnowMax
Misc payment and 5. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively
BOB kitty

1. Complete knowledge about location change policy to be provided to the new joiners during induction
Proper knowledge 2. Complete knowledge about location change policy to be provided to the existing employees through WBT/CBT and
not provided same to be covered in the FAQ's to be uploaded on KnowMax
5
about location 3. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively
change policy

Exact path not 1. Complete path to be provided to new joiners along with screen shot presentation to update and change the food
provided to coupon delivery location in Ultimatix during induction
6 change food 2. Knowledge and path to be provided to the existing employees in the WBT/CBT and same to be covered in the FAQ's
coupon delivery to be uploaded on KnowMax
location 3. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively

Structured Problem Solving TCS -Internal 12

List of Solutions Continued….
S.No. Root causes Solutions
1. Knowledge about confirmation and annual increment policy to be provided to the new joiners in Induction
2. Knowledge about the overall CTC change and salary components change policy to be provided to the new joiners
Proper training not during Induction
provided on salary 3. Knowledge about confirmation and annual increment policy to be provided to the existing employees through
7 WBT/CBT and same to be covered in the FAQ's to be uploaded on KnowMax
revision to
employees 4. 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 KnowMax
5. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively
No requirement 1. Complete knowledge about IA settlement formalities to be given before employee proceeds for international
put up by assignment through a document or an auto generated mail.
employees and 2. Answers to the general queries to be put in FAQ's document to be uploaded on KnowMax
8
process owners
for training on IA
settlement
1. Some specific time constraint to investigate & approve the claims in Ultimatix need to be decided for next level
No requirement supervisors
put up by the 2. Digitization can be done to auto approve/reject the request for IA settlement
process owner for
time restrictions
9
for next level
supervisors to
approve/reject
employee's claims

1. Meet with the Induction team and prepare a proper presentation to be delivered which would contain screen shot
Exact path and presentation on mandatory details to be updated
procedure not 2. Cross verification to be practised before payroll run for new joiners
10 communicated to
enter mandatory
details

1. Orientation to payslip link and complete payslip reading to be included in the WBT/CBT for existing employees
Proper training not 2. Orientation to payslip link and complete payslip reading to be included in Induction for new joiners
provided on 3. Answers to general queries on payslip link to be addreseed in the FAQ's which is to be uploaded on KnowMax
11 4. Payslip link to be covered in the ready reckoner for new joiners and existing employees, the ready reckoner to be
payslip link in
system uploaded on KnowMax
5. Test to be conducted on the above content at the end of Induction or successful completion of WBT/CBT respectively

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 compensation
2. Check the query or issue with deployment HR

Structured Problem Solving TCS -Internal 13

10. Status of Solution Implementation
S.no Activity To improve what Who When How Status

1 Compensation To improve the Dushyant 1 Jun 09 Updating the WIP

presentation for new compensation Sharma presentation used
joiners knowledge of new in induction
joiners
2 Create FAQ’s on To help employees Dushyant 15 May 09 To be uploaded WIP
compensation for getting their common Sharma with approval from
employees and upload it doubts and queries Compensation
on KnowMax resolved Lead

3 Create a BPO To minimize chances Adit Ahuja & 15 Jun 09 Transport policy
transportation policy of error and wrong Dushyant to be created and To be
travel deductions Sharma signoff from initiated
stakeholders

4 Time constraint to be To minimize the Nirjhar Nagar 22 May 09 To check

decided for next level chances of delay in & Dushyant feasibility if this
Initiated
supervisors auto settling the advance Sharma can be digitized in
approval/rejection for the the system.
IA settlement request
IA settlement awareness To reduce the IA Nirjhar Nagar 22 May 09 Understand as is
5
document and FAQ’s settlement recoveries & Dushyant process and Initiated
created and roll back of Sharma create FAQ’s for
deductions employees
WBT/CBT on To improve knowledge Nirjhar Nagar, 29 Jun 09 Developing
6
compensation to be of employees on Dushyant WBT/CBT with
WIP
prepared for existing compensation and Sharma & help of IRM team
employees basic payroll IRM team & CCPM Lead

Structured Problem Solving TCS -Internal 14

 Thank you

27 December 2019
 Annexure

Structured Problem Solving TCS -Internal

Phase wise target and solutions implementation plan
Phase I: Target 30% of Phase II: Target 40% of the
the tickets raised in GHD tickets raised in GHD
related to categories related to categories
considered to be reduced considered to be reduced
as on July 1st 09 as on Sep 1st 09
July 3rd week

• 100% coverage of WBT/CBT on

June 1st week compensation for existing employees

•Updated & deployed the induction content

(Basic payroll & compensation) for new joiners
May 4th week
BPO transport policy created

May 3rd week

• IA settlement awareness
document and FAQ’s
May 3rd week
• Time constraint decided for Auto approval or rejection of the
IA settlement request by next level supervisor is digitized
May 2nd week

•FAQ’s on compensation & basic payroll

uploaded on KNOWMAX for existing employees

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.

Structured Problem Solving TCS -Internal

 Other initiatives taken by BPO Compensation team
S.no Activity To improve what Who When How Status

1 Discontinuation of Turnaround time by Nirjhar Nagar 1 Apr 09 Obtain approval Completed

handling salary issues avoiding the duplication from GHD team
by CCPM team of work and loss of and Ranjan Sir
man-hours
2 Uploaded FAQ’s on To help deployment HR Dushyant 23 Dec 08 Uploaded with Completed
payroll at Knowmax * getting their common Sharma approval of
doubts and queries Compensation
resolved Lead

3 Conducted a training on To up skill deployment Nirjhar Nagar 20 Dec 08 Conducted Completed

compensation and payroll HR on compensation training across
for deployment HR * and payroll locations through
web access

4 Conducted the test for To identify the location Nirjhar Nagar 1 Jan 08 Conducted the Completed
deployment HR on the wise potential query paper pencil test
above mentioned training * Resolvers and test the across locations
knowledge of
deployment HR
Conducted training on To up skill recruitment Nirjhar Nagar 2 Mar 08 Conducted Completed
5
compensation and payroll team to better training across
for recruitment team * communicate the locations through
compensation structure web access
to the new joiners

* The above actions taken are pre SPS, The effectiveness for the above mentioned solutions will be tracked
and measured as a part of improvement plan, incase target not achieved up to expectation a follow up plan
would be rolled out.
Structured Problem Solving TCS -Internal 18