Page 23 - DN Press Final NIQC

Kaizen

Platinum Winner

Customer is God as we say and any commitment
we make to the Customer is a promise which should
not and cannot be broken. But this is what was happening
in the process where Ganapathi was working. The customer
was being given a commitment of a call back and most of the time
timely call back was not happening.

The reason was analysed and it was obvious that this was because of a clear
system of tracking these commitments which were being made at an Agent
level.

Solution was obvious so there was only a small improvement which was needed to be
implemented at low cost but high people involvement. An obvious platform for Kaizen
deployment. This was exactly what Ganapathi did with the help of his team.

He created Dashboards which gave easy access to the commitments which were made and this
helped the process keep track of the Service Level commitment which was made very clearly.
This had a very positive impact on the Service level itself which soon rose up to meet the targets
and thereby positively impacted the NPS scores for the client as well.

A good example of a simple and small innovation going a long way to help the organisation.
Ganapathi's project proved to everyone that not all improvements need to involve huge expendition
and immense effort. The need is to identify what is the root cause of all problems which are
impacting the customer and then putting on your thinking caps to look for small solutions which
will take care of the need.

Ganapathi won a well-deserved Platinum award for presenting this project and he was extremely
happy to have been awarded and thanked NIQC for providing him the required learning which got
him to this stage and also DN Business Excellence award committee which had found him to be
worthy of this reward.

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