Kaizen Event E-Fax www.wnsgs.com Project Summary Business Case Currently, TVLY ACH appoints one of the Tenured production agents to send faxes to the customer’s on requirement. The whole process consumes almost 22 Hrs a day as the 3 different people in 3 different shifts handle the responsibility. Due to the tedious workaround of sending the fax is so great am agent is not able to send more than 4 faxes in an hour. The fax team currently formats the fax on the system and then gives a print and subsequently manually faxes the document over to the customer. This process is long and can be cut short to save on time and save on paper and printing cost and more than that save agonizing waiting period for the customer. Stakeholders TVLY – ACH, WNS Project Team Champion – MBB – Leader – Lean Mentor – Team Members – Problem Statement Currently, TVLY ACH the fax team currently formats the fax on the system and then gives a print and subsequently manually faxes the document over to the customer. This whole process takes about 7mins-15mins which can be crucial to a customer and is also most crucial to us as at this point of time the agent doing the fax is not generating any revenue, the customer who is waiting for an urgent fax to come through has to wait a long time to receive a fax and if by any chance the fax does not go through the whole process from confirming the fax no. to sending the fax manually resumes. The delays lead to queue in the no. of faxes to be sent and risk potential EoE;s. www.wnsgs.com F/CP/010 Confidential & Proprietary © WNS Global Services 2006 2 Project Summary Goal • To reduce time taken to prepare a document for fax including printing time. • To reduce time taken to manually fax the document and waiting for the delivery receipt for confirmation. • To reduce the use of paper and ink used for printing and documenting the fax. Kaizen Pre Work • Studied how much delay was present in printing and manually faxing the document. • Studied the procedure of the E Fax system and understood the advantages of the procedure. Event Description QNS Soft Savings : USD $1,990.00 • Adopted the E-Fax services from Easylink www.wnsgs.com F/CP/010 Confidential & Proprietary © WNS Global Services 2006 3 Process Maps (Before and After Improvement) Before Start Start After Customer calls to get a fax done. Time taken to print and manually fax the document to the customer is 7mins15mins per fax. Ink and Paper are freely used to send approx 50 faxes a day. SOD handed PNR To FAX to the Customer. Customer calls to get a fax done. The Fax is drafted and instantly emailed to the customer’s fax machine and receipt is also received instantly. No paper or printing is used and more faxes can be closed by minute. Average time 5 mins SOD prepares the FAX And prints the Fax. SOD handed PNR To FAX to the Customer. SOD sends the FAX Manually SOD prepares the FAX And prints the Fax. SOD confirms for Delivery Receipt which is delayed End SOD sends the FAX Manually SOD confirms for Delivery Receipt which is delayed SOD prepares the FAX And email to FAX# Receives receipt instantly End www.wnsgs.com F/CP/010 Confidential & Proprietary © WNS Global Services 2006 4 Improvements Paste visuals of Improvements here www.wnsgs.com F/CP/010 Confidential & Proprietary © WNS Global Services 2006 5 Business Impact Before The state of the process before Lean Project After The state of the process post improvements Sustenance Plan Template •Embed the template/improvement that has been devised (If applicable) www.wnsgs.com F/CP/010 Confidential & Proprietary © WNS Global Services 2006 6 Thank you www.wnsgs.com