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Six Sigma in Data Entry Process

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Viewing 16 posts - 1 through 16 (of 16 total)
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  • #45732

    Rohan Kadam
    Member

    Dear All,I am a Quality Manager for a BPO, One of my process is mere Data Entry, currently the process is achieving 100% accuracy result for last six months, whilst my management is keen on implementing Six Sigma in the process.
    As a Qualtiy Manager, how should I go about? Are there any areas in Data Entry job, wherein I can look for scope of Improvement

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    #150079

    Yadav
    Participant

    Rohan
    You need to do the following:

    Know the customer for the data entry process (internal & external).
    The expectations of the customer (internal & external).
    The process measures that are linked to the customer expectations.
    Do the gap analysis for the measures – actual vs norm (expectation).
    Identify improvement areas based on the stakeholder benefit.
    The most important thing, that you will have to look into, is about the ‘measures’, that are used to know about the process and the measurement system as well as the data accuracy. This is one thing, which can mislead you in identification of the improvement areas.
    All the Best .
    Ajit

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    #150081

    Rohan Kadam
    Member

    Thanks Ajit,But my real problem is that team is already achieving 100% accuracy rate. whatever I do will not count for them. I’ll be putting at least a week time, & after a week I am not able to add any value to the process then that excercise will be worthless.Right Team the team includes 3 team member & 1 team leader, who essentially reviews the stuff. The process is so simple that there is no chance of error.Tell me something which will enable me to add value to that process.Sorry for bothering you, but many thanks for yoru replyRegards,
    Rohan Kadam

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    #150082

    Ed James
    Participant

    What a joke.Β  The best human operators can do is an error rate of about 0.5%Β 
    Are you stupid enough to believe that SS will give you 0.00034%Β  ?

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    #150087

    Rohan Kadam
    Member

    Hi Ed !!You need to believe me that the process is operating at 100%.Do suggest me some means to add value in this process.

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    #150088

    AbetF
    Participant

    Hi Ed,
    Why did the management select data entry as your project? Your problem would boil down to project selection! Let the management have a “Project Selection training or orientation.”
    Β 
    Abetf

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    #150089

    Dr Who
    Participant

    Rohan,To add value you need to remove headcount or re-deploy them (so not to sound too capitalist money grabbing in my advice). Define / MeasureIt’s a question of the level of rework the members have to carry out after the leader reviews their work. “Value Stream Mapping”If it is zero rework, the team is competent and does not need this additional level of security through a team leader. But you must fail safe the process to maintain 100% (FMEA – Analyse)If you do have rework, retrain the members to check each others work (Verification). Pilot this idea within “Improve”.Er! Control…I guess continue to measure performance through cross checking of work…i.e. number of reworked entriesIt’s more Lean than Six Sigma, but it worked for Toyota.Hope that was a bit more helpful.

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    #150090

    Rohan Kadam
    Member

    Hi abetf,I cant ask my management a reason for selecting this project.It will be great help if you could atleast provide me avenues for improvement in Data Entry ProjectRegards,
    Rohan

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    #150091

    Yadav
    Participant

    Rohan,
    You have mentioned that your team is already acheiving 100% accuracy rate. Have a look at how the accuracy is calculated ? Can you provide the defination of ‘accuracy%’ as defined by your team. Check if it is in line with the customer expectation.
    You have to also look into other aspects of the team deliverables like –
    Β – Efficiency of data entry
    Β – Operational cost.
    – Rework costs – inprocess defects.
    Have a look and revert back.
    Ajit

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    #150094

    Rohan Kadam
    Member

    Ajit,Thanks for showing concern in my problem.Accuracy is defined as customer feedback after the review.
    When I say Data Entry means, receiving Data from Customer (Numerical) in PDF form & entering the same Data in Excel form, on an average Team completes 240 – 250 Forms.SLA for efficieny mentions to complete form as equal to PDF received, which is achieved. After completing the Form, Team Leader reviews the form. Error identified by Team Leader is as low as 2 errors in a month.Initially I thought, it will be better off to remove Team Leader from the process itself to minimise the operational cost, considering their is low error. But client is keen on having Team Leader, so that option becomes redundant.The basic purpose of implementing Six Sigma in that process is:
    Management as well as I feel that this 1005 result is achieved more because of Grit rather than anything else. If those Team members are replaced, I am not sure if the same results can be replicated.I hope, I’ve not confused you.Thanking you in anticipation.Regards,
    Rohan

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    #150105

    Pradeep Sharma
    Participant

    In my opinion look at the time taken by each agent per form…even if you meeting the target, stil there will be scope of improvement. You might be requiring only 3 agents instead of 4 or you might process 300 forms instead of 250 per day per agent. Use DOE

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    #150123

    Neo
    Participant

    Rohan,
    I’m very interested in your problem, since I am running a Black Belt project on a similar issue.Β  My problem is that we are paying very highly trained scientists to perform manual data entry.Β  Love to be able to outsource it!Β  ;-)
    Your problem boils down to a DFLSS problem.Β  Assuming that you do not have a quality, speed or price issue, you need to find out what the customer needs that they don’t know they need.Β  Remember the quote from Henry Ford that if he’d asked his customers what they wanted they’d say they needed a faster horse?Β  Suggest that you look into design techniques to tackle this problem.Β  First thing that comes to my mind, is if they already have data in .pdf form, why can’t you write and sell them a macro to translate that into spreadsheet format, so they could do it themselves?
    If you’d like to talk about more specifics, please post your e-mail, and we’ll talk.
    Β 
    Neo

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    #150146

    Rohan Kadam
    Member

    Hi Neo !!I think you are right, I need to understand the Customers expectation, which they are not able to specify.Further I can’t change PDF to Excel using Macros, becaise these 2 forms are in different format altogether. In fact we have suggested this to our client, but he is not so keen on it. Actually it will be cumbersome.My email I.D is [email protected] for long conversations on this topic from youRegards,
    Rohan

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    #150208

    Rohan Kadam
    Member

    C’mon Guys,Scratch ur brains !! Come up with good answers

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    #150209

    Yadav
    Participant

    Rohan
    From what I understand, your team is performing at 100% accuracy and that is mainly due to grit or skill of your team. According to me your pain area looks like ‘lack ofΒ  job versatality’ or ‘knowledge management’.Β 
    If you donot have a proper ‘skill managementΒ / measurement’ process/system, you can initiate one and then relate the skill leves to the accuracy%. Just my thought..think about it.
    AjitΒ 
    Β 

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    #150224

    Rohan Kadam
    Member

    Ajit,I think you are right. The problem might be with Human Resource and vis-a-vis in Knowledge management.This can also lead to monotony.Thanks, You seem to think with brain.Regards,
    Rohan

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