2009-10 Team Project Summaries

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Firstsource Solutions Limited
Chennai, Tamil Nadu, India

EE CHP Quality Improvement

Presentation: Tuesday, May 25, 9:15 a.m. – 10:00 a.m.
Room: 265

Type of Team: Six Sigma

Firstsource failed to meet the accuracy level SLA of 95 percent for a particular client, which in turn could result in client failing in the New York state audit with a potential penalty of $1,000,000 and business risk. Tools like stakeholder interest grid, process mapping, MSA, brainstorming, FMEA, tests of hypothesis, and control charts were used. The team adopted the DMAIC approach and tools appropriate to the phases. Solutions to the identified causes addressed processes such as training and change management. The biggest outcome of the project was that customer successfully faced the New York audit and achieved an all-time high score. Post implementation of all the solutions, the accuracy levels improved to 98.34 percent in the customer audit and 96.67 percent in the internal audits. Z-bench values improved from 1.35 to 1.83.

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