1. Adaptive Processes Defining Metrics for IOT Process LN Mishra Principal Consultant Adaptive Processes

2. © Adaptive Processes2 Content Process Overview Process Stakeholders Stakeholder Goals and Objectives Measures and Operational Definitions

3. Adaptive Processes © Adaptive Processes3 Process Overview - IOT File Received Sanity Check Tariff Check (IOT) IOT Check Resolved IOT Check Resolved File Resolution File Stopped (IOT Error) File Stopped (IOT Error) File Closed CSO Follow-up CSO Follow-up Other Validations Other Validations

4. Adaptive Processes © Adaptive Processes4 Key Stakeholders Identify Key Stakeholders Identify Key Stakeholders Identify Stakeholder Needs Identify Stakeholder Needs Define Measures Define Measures Define Data Collection Plan Define Data Collection Plan Identify Data Elements and Sources Identify Data Elements and Sources Operational Definitions Operational Definitions Take Corrective Actions Take Corrective Actions Analyze Measures Analyze Measures Define Data Analysis Methods Define Data Analysis Methods

5. Adaptive Processes © Adaptive Processes5 Key Stakeholders MACH Customers Other Clearing Houses Senior Management Process Manager

6. Adaptive Processes © Adaptive Processes6 Identify Stakeholder Needs Identify Key Stakeholders Identify Key Stakeholders Identify Stakeholder Needs Identify Stakeholder Needs Define Measures Define Measures Define Data Collection Plan Define Data Collection Plan Identify Data Elements and Sources Identify Data Elements and Sources Operational Definitions Operational Definitions Take Corrective Actions Take Corrective Actions Analyze Measures Analyze Measures Define Data Analysis Methods Define Data Analysis Methods

7. Adaptive Processes © Adaptive Processes7 Identify Stakeholders Needs MACH Customers –All files to be processed as soon as possible Other Clearing House Process Manager Senior Management –Capacity planning model

8. Adaptive Processes © Adaptive Processes8 Define Measures Identify Key Stakeholders Identify Key Stakeholders Identify Stakeholder Needs Identify Stakeholder Needs Define Measures Define Measures Define Data Collection Plan Define Data Collection Plan Identify Data Elements and Sources Identify Data Elements and Sources Operational Definitions Operational Definitions Take Corrective Actions Take Corrective Actions Analyze Measures Analyze Measures Define Data Analysis Methods Define Data Analysis Methods

9. Adaptive Processes © Adaptive Processes9 Define Measures - Customers MACH Customers Question Measures All records processed ASAP How do we know that there is no unbilled revenue? Amount unbilled at the end of the month SLA Adherence Amount unbilled at the end of the month SLA Adherence

10. Adaptive Processes © Adaptive Processes10 Define Measures - Customers MACH Customers Question Measures Value generated out of MACH partnership What does Customer expect of MACH as a Value Partner? Money saved by MACH # of improvement suggestions provided by MACH to improve customer processes Money saved by MACH # of improvement suggestions provided by MACH to improve customer processes

11. Adaptive Processes © Adaptive Processes11 Define Measures - Practitioners MACH Customers Question Measures No records should miss SLA How do we know that there will be no missed SLAs? Trend of open files Adequate capacity Trend of open files Adequate capacity

12. Adaptive Processes © Adaptive Processes12 Define Measures – Management Stakeholders Goals and Objectives Stakeholders Goals and Objectives Question Measures Productivity How do we measure productivity # of files treated per person- month # of operators handled per person # of files treated per person- month # of operators handled per person

13. Adaptive Processes © Adaptive Processes13 Operational Definitions Identify Key Stakeholders Identify Key Stakeholders Identify Stakeholder Needs Identify Stakeholder Needs Define Measures Define Measures Define Data Collection Plan Define Data Collection Plan Identify Data Elements and Sources Identify Data Elements and Sources Operational Definitions and Goals Operational Definitions and Goals Take Corrective Actions Take Corrective Actions Analyze Measures Analyze Measures Define Data Analysis Methods Define Data Analysis Methods

14. Adaptive Processes © Adaptive Processes14 Operational Definitions and Goals % Records not processed in defined SLA Resolution Time –2 Working days from the next business day from the time of ticket being raised till it is resolved in the Request Tracking System, excludes customer wait time Goal

15. Adaptive Processes © Adaptive Processes15 Define Measures Identify Key Stakeholders Identify Key Stakeholders Identify Stakeholder Needs Identify Stakeholder Needs Define Measures Define Measures Define Data Collection Plan Define Data Collection Plan Identify Data Elements and Sources Identify Data Elements and Sources Operational Definitions Operational Definitions Take Corrective Actions Take Corrective Actions Analyze Measures Analyze Measures Define Data Analysis Methods Define Data Analysis Methods

16. Adaptive Processes © Adaptive Processes16 Identify Data Elements and Sources % SLA Compliant –Request Creation Time –Request Resolution Time –Request Priority Data Source –Request Tracking System

17. Adaptive Processes © Adaptive Processes17 Define Measures Identify Key Stakeholders Identify Key Stakeholders Identify Stakeholder Needs Identify Stakeholder Needs Define Measures Define Measures Define Data Collection Plan Define Data Collection Plan Identify Data Elements and Sources Identify Data Elements and Sources Operational Definitions Operational Definitions Take Corrective Actions Take Corrective Actions Analyze Measures Analyze Measures Define Data Analysis Methods Define Data Analysis Methods

18. Adaptive Processes © Adaptive Processes18 Data Collection Plan What Data Elements Who to provide the data Frequency of Data Analysis –Once a day for Line Leader –Once a week for Management –Once a month for Customer

19. Adaptive Processes © Adaptive Processes19 Define Data Analysis Methods Identify Key Stakeholders Identify Key Stakeholders Identify Stakeholder Needs Identify Stakeholder Needs Define Measures Define Measures Define Data Collection Plan Define Data Collection Plan Identify Data Elements and Sources Identify Data Elements and Sources Operational Definitions Operational Definitions Take Corrective Actions Take Corrective Actions Analyze and Present Measures Analyze and Present Measures Define Data Analysis Methods Define Data Analysis Methods

20. Adaptive Processes © Adaptive Processes20 Data Analysis Methods % Analysis –% SLA Compliant –% Good Quality Outputs etc. Statistical Process Control (SPC) –Declining trend on % SLA compliance etc. Correlation Analysis –SLA Compliance vs. Quality of Deliverables etc.

21. Adaptive Processes © Adaptive Processes21 Analyze and Present Data Identify Key Stakeholders Identify Key Stakeholders Identify Stakeholder Needs Identify Stakeholder Needs Define Measures Define Measures Define Data Collection Plan Define Data Collection Plan Identify Data Elements and Sources Identify Data Elements and Sources Operational Definitions and Goals Operational Definitions and Goals Take Corrective Actions Take Corrective Actions Analyze and Present Measures Analyze and Present Measures Define Data Analysis Methods Define Data Analysis Methods

22. Adaptive Processes © Adaptive Processes22 Analyze and Present Frequency of Presentation to appropriate stakeholders at right frequency, for example –Once a day for Line Leader –Once a week for Management –Once a month for Customer

23. Adaptive Processes © Adaptive Processes23 Analyze Root Causes Analyze causes for undesirable behavior –Pareto Chart –Cause and Effect Diagram –Brain Storming etc.

24. Adaptive Processes © Adaptive Processes24 Analyze and Present Data Identify Key Stakeholders Identify Key Stakeholders Identify Stakeholder Needs Identify Stakeholder Needs Define Measures Define Measures Define Data Collection Plan Define Data Collection Plan Identify Data Elements and Sources Identify Data Elements and Sources Operational Definitions and Goals Operational Definitions and Goals Take Corrective Actions Take Corrective Actions Analyze and Present Measures Analyze and Present Measures Define Data Analysis Methods Define Data Analysis Methods

25. Adaptive Processes © Adaptive Processes25 Take Corrective Actions Take necessary corrective actions Validate effectiveness of corrective actions If in-effective, go back to the drawing board

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