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Question about Carelessness

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  • #43082

    Singh
    Member

    My Question:How do you tap/reduce errors committed due to carelessness during transaction processing by the operators. In my case the errors are like Typo, Spelling, Inserts, inattentiveness, etc.

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    #136349

    Mr IAM
    Participant

    These types of errors can be hard to eliminate.  I would suggest doing some research on Mistake Proofing. 
    It sounds like your problems are software / computer related.  If that is the case one option is to code as much logic into the data entry process as possible.  Have the computer do as much “look-up” and “data population” as possible so you do not have to rely on the operators to get it right.  Automation and simple tools or templates that make it easy for people to do the job right are the key.
    We have had luck using different colors on the screen, or flashing text to prompt operators.  You can also program the key strokes to force some data to be entered before moving on.
    I hope some of those ideas help – M

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    #136350

    Singh
    Member

    Hi M,
    Thanks for your inputs. The idea about prompts and flashing screeen would definitely help. I will also try mistake proofing. As of now, we have check lists and other tools to upload the information once a transaction is processed.
    However, The agents after certain tenure are complacent and overlook these check lists and do not enter the logsheet, that is used internally.  Please let me know if you come across that might be helpful to me.
    Thanks.

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    #136353

    Adam L Bowden
    Participant

    If your process is like most trainsactional ones then there are a lot of opportunities for mistakes.  In my experience processes like this suffer from “rolled through put yield” (RTY) issues and as such just applying Poke-Yoke to each step will net get you the results that you need.  A few years ago at a mortgage processor we applied Lean and drove the process from 42 days down to 13 minutes and in doing so cut out a lot of the process and dramatically improved quality.  So I’d suggest that applying Lean in your example may be the fastest way of driving improvements.  I’d certainly apply Poke-Yoke to the leaned out process – it’s just that you have to apply less of it in a Lean environment.
    regards,
    Adam

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    #136355

    Eugene Jacquescoley
    Participant

    S,
    Out of curosity, what software is the data entry being entertained?
    E

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    #136428

    Singh
    Member

    Iam and Adam,Thanks for your valuable inputs. I would definitely try lean and Poka Yoke for reducing the errors. However, I am a novice to Lean. Could you guide me through this. Adam, if possible, could supply me some material on how you did at the mortgage processor?My email ID: [email protected]

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    #136429

    Singh
    Member

    Eugene,Your question was not quite clear to my understanding however, I will try to answer to the extent I understood the same:We are into banking transaction/members’requests processing. We have a dedicated wokflow system for all the activities that are performed to process the requests (address change, transfers, correspondence, etc.). My question: how do we reduce the human errors eg. typo, incorrect processing of requests, typo errors, incorrect account location, etc.Please suggest.Thx.

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    #136430

    Vinay
    Member

    It seems you are entering data manually and everytime it is different so hard coding is not possible? What is data entry process – does the operator enter the new information from some hardcopy form? If that is the case, the only best option you have is to get the entered information reverified by another person.
    To make a long story short, in one company we cut down entry time from 30 minutes to less than a minute.
     

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    #136446

    Singh
    Member

    Hi Vinay,To some extent you understood the process correctly. However, we do have a second level verification but I want to reduce the errors at the first stage thus saving the second level resources.How were you able to lower the entry time from 30 minutes to less than a minute. Could you please guide me thru or provide any material for the same?email: [email protected]

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