Rockphone

Team

Liju Sam
Mr Sadique Khan
Dr. Sambasiva Raju
Venu Madhav
 BACKGROUND

 Rockphone receives an average 2000 new connection application forms every day.
 We had 40 Operators who enter these forms after cross checking with identity proof. Post
this stage we have a two layer QC process, where, the entered forms are checked by 15
Quality Assessors and a further 5% sample is audited by 3 Quality Supervisors.
 Promised activation time is 48 hours from the time of receipt of these forms, although we
usually target it for 30 hours.
 Our recent marketing effort has increased the number of connection application forms
from 2000 to 3500.
 Data entry team has increased its size from 40 to 80. However, this has negatively impacted
the cycle by increasing the percentage of defects from the acceptable 10% and not to
mention the increase in processing time.
 This has resulted in delay in customer on boarding and thus a loss.
 PROJECT CHARTER

Project Leader Dr. Sambasiva Raju

Project Sponsor Dr. Shantanu Kumar
Team Members Liju Sam(Sales), Venu Madhav(Finance), Sadique Khan(Process &Compliance)
Business Process Customer Onboarding
Business Case To reduce the % defects in CAF and in turn improve the Customer satisfaction by
activating the connection with in promised time frame.

Business Scope All new Customer Application Forms both pre-paid and post-paid

CTQ Metrics Goal

Connection Activation Time ≤ 48 hrs

% Defects in CAF ≤ 10%

Business Impact / Financial Benefits US$446,280 savings in a 180-day period

Benefit to External Customers Confining the activation cycle to ≤ 48 hrs

Schedule (Mile Stone) Duration From To

Define 1 Day 24/11/19 24/11/19

Measure 1 Week 25/11/19 01/12/19
Analyse 2 weeks 02/12/19 15/12/19
Improve 2 Weeks 16/12/19 29/12/19
Control 1 week 30/12/19 05/01/20
Team Buy in
Sponsor Approval
 MEASURE
Define the CTQs before carry out Measurement Analysis

CTQ PERFORMANCE CHARACTERISTICS

CTQ DataType Unit of Operational Definition LSL USL Target

Measure
Connection Continuous Hrs Time taken from the Stamp - 48 hrs 30hrs
in to Stamp out of the CAF
Activation
Time

Discrete - Any incorrect section (OFE) - 10% ≤10%

% Defects in in the CAF
CAF
 MEASURE

Measurement system to capture Connection Activation Time (Attribute Agreement

Analysis)

Appraiser 1 2 3
79.8% 86.9%
Repeatability 72.3%

Accuracy 86.1% 89.9% 86.5%

78%
Reproducibility
87.5%
Team Accuracy

Since team accuracy is 87.5% measurement system is acceptable with caution. We

can collect the Data with this system and whatever data collected is reliable for the
purpose of analysis can be relied upon, however, measurement system needs
improvement.
 MEASURE

The sample was audited to check the number of defects in each form and connection
activation time.

CTA Baseline performance

CTQ
Zlt Zst
% of defects
0.71 2.21
Activation time
1.138 2.64
 ANALYSE
We collected the type of defects found in each form and analyzed it using Pereto for both
frequency of defects and the cost incurred by it. We were able to zero in on the Critical Xs.

Critical Xs

Residence Address

Reseller Code

Identity Proof No.

Date
We were able to save US$175.62 by focusing on those pain areas that have
80% of occurrence and hence rework.
 ANALYSE
To figure out potential X’s really affect the connection activation time all the potential
X’s data was collected.

Title Name E Mail Iden Proof Reseller Residence Date

F Test 0.427 0.759 0.43 0 0.001 0.124 0.004

2 Sample T Test 0.387 0.091 0.015 0 0 0 0
Inference

For all the highlighted OFE numbers , p value< 0.05, therefore variance and average of
correct OFE is not equal to variance and average of incorrect OFE which means all these
OFEs have impact on connection activation time.
P value for Bartlett’s test = 0.239, which means there are no variances in the data collected in
different shifts
 Mistake proofing data
Mistake proofing the shortlisted pain points (Critical Xs) can be done as follows.

 Residence Address: Can be selected only with the help of Google Maps.
 Reseller Code: To be selected from a list of pre-set values. Hard entering is not allowed.
 Identity proof No: Unified National Number (Aadhar Card Number).
 Date: To be selected from the calendar application and would not be more than 5 days
prior to the date of activation.
 IMPROVE
To ascertain whether any significant improvement has taken place, we compared
Sigma level before and after improvement.
CTQ Activation time
CTQ Zst (before) Zst(After)
Before After

% of defects 2.21 2.95 Test chosen 2 sample t-test

p value 0.00
Activation time 2.64 4.35 CTQ % Defects
Before After
Test chosen 2 proportion test
p value 0.00
There is significant improvement in the Sigma level in activation time and reduction in
the percentage of defects. In case of Activation time probability of failure came down
from 12.77% to 0.22% whereas in case of % defects, it came down from 24% to 7%.
Mean of activation time and proportion of %Defects is not equal before and after
improvement.
 Xbar-S Chart of Processing Time

Control Charts
U C L=38.39
37.5

Sample Mean
35.0
_
_
X=33.44
32.5

30.0
LC L=28.50
1 3 5 7 9 11 13 15 17 19
Sample

•Measures have been put into place to monitor

U C L=8.700
8

Sample StDev
Critical Xs and at the same time, we have 6
_
S =5.069

suggested various ways to mistake proof the data.

4

2
LC L=1.438
1 3 5 7 9 11 13 15 17 19
Sample

•But it is critical at this point to monitor the pain C Chart of Defects

point that is causing the maximum amount of 12 UCL=11.87

distress pertaining to failure in the CAF –

10

Incorrect entering of residential address.

Sample Count
6 _
C=5.1
4

•The adjoining p-chart plotted on residential 2

0 LCL=0

address shows that around 33.33% of entries are 1 3 5 7 9 11

Sample
13 15 17 19

non-conforming and an assignable cause is

P Chart of Residence Address incorrect

suspected. 0.5

UCL=0.4439
0.4

Proportion
0.3

0.2 _
P=0.1653

0.1

0.0 LCL=0

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Sample
Tests performed with unequal sample sizes
 EXECUTIVE SUMMARY
 We at Rockphone used to receive 2000 new Customer Application Form (CAF)
everyday, which due to our recent marketing effort has increased to 3500.
 Though we have increased the Data entry team by 100%, the defect percentage in
entering the forms has gone beyond our internal acceptable limits of 10%. This in
turn has affected our customer on-boarding process.
 The customer satisfaction index has gone down and prospective customers are
looking for alternate service providers.
 The above has necessitated a Six Sigma project to bring down the defect percentage of
our CAF data entry and in turn help us in meeting our promised commitment of
onboarding new customers within 48 hours duration.
 This project will yield us a net benefit of US$446,280 over a 180-day period as
derived by the Six Sigma team through Cost-Benefit-Analysis.