Reduce TAT and Improve Service Experience

The deck outlines how to look at improvement in metrics like TAT, bringing in the customer perspective instead of an internal one. Some best practices are shared including working with outsourced service providers.

1. ADD TITLE
Add Subtitle
Reducing Turnaround
Time (TAT)
Amandeep Munial
Feb 14, 2020
[email protected]#AmanDeepThoughts

2. CONTENTS
•Metrics
•Approach
•Relationship
•Skills
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3. “THE PROOF OF THE PUDDING
IS IN THE EATING”
•Claim Resolution SL
increased by 76pts
•Claim Resolution Time
reduced from 2 weeks to
instantly
•Seller Onboarding Time
reduced by 80%
•Many more…
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4. METRICS

5. BACK TO BASICS: IT STARTS WITH THE DEFINITION
How do you define TAT? From
whose perspective?
Definition
Segment wise? Satisfaction with favorable
vs unfavorable decision? Process Family?
Right Metrics
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Milestones? Sub-processes? Single source of truth?
Easily accessible dashboards? Actionable insights?
Reporting and
Analytics
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6. APPROACH

7. “YOUR SYSTEM IS PERFECTLY DESIGNED TO GET THE RESULTS YOU ARE GETTING”
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•Move from Response to Resolution
•Response is our lens, Resolution is customers’
•Reduce Customer Effort
•Higher effort increases lead time; remember the clock is ticking
•Gain Sharing
•A rupee saved is a rupee (most likely a few paise) earned; make it happen
•Systems Thinking
•Nothing is isolated in business; think holistic
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8. OUTSOURCING
RELATIONSHIP

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Dimension Client-Vendor Partner
Ways of Working Contractual/ TransactionalValue Adding/ Strategic
Speed of Change Slow and Rigid Agile
Nature of EngagementMBO (Mgmtby Objectives)Collaborative
Communication
Formal, structured, planned, need
to know basis
Formal and informal, open
and transparent
Treatment 3
rd
Party Extension of Team
Mindset (Reluctant) Follower/ ProtectionistThought Leader/ Risk Taker
Outcomes Win-Lose Win-Win
THE NATURE OF THE RELATIONSHIP IS KEY TO SUCCESS
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10. SKILLS

11. RIGHT “TOOL” FOR THE RIGHT JOB; TECH ENABLED WHERE REQUIRED
Time –Cycle, Wait, EffortLean
Defect –Quality, Accuracy, RecontactsSix Sigma
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Design –Process, ServiceDFSS/Innovation
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12. “Thedifferencebetween
creatingadelighted
customerandahappy
customer,liesin
deliveringtotheunstated
needsofthecustomers”
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