Muhammad Sholahuddin

FGD - Accom Project Focus Group Discussion - Accom Project Overview Goals Improvement Control ● Improve agent awareness ● Increase CCE performance by 3.59% (success rate of 75%) ● Decrease CCE findings by 65.9% Providing a forum where agent put in trial, explaining their findings root cause by presenting various stakeholders to boost agent awareness Reviewing agent QM performance in the end of the month after FGD implementation Goals - Project Background Accom QM Performance from last 3 months Highlight From the last 3 months, CCE and BCE are having low performance (not achieve target) ➔Conducting coaching and analysis in September periode, the result shows that most agent are having awareness issue supported by findings data by comparing 2 variables in CCE; Fatal Error (65.9%) and non-Fatal Error (34.1%). - Fatal Error, it has the closest relation to agent awareness based on the definition lists (wrong language, wrong email, repeated macro, etc) - non-Fatal Error, it has least correlation compared to FE ➔Additionally in BCE, all two sub parameters are correlate with agent awareness based on agent root cause. Most agent has 2 pattern causing them lack in BCE parameter - Agent are having high traffic causing them in rush in case handling - Agent are not certain to choose the right categories but reluctant to look up confluence 4.78% In September, there are 84 cases that has CCE issue In September, there are 355 findings in CCE. Goals - Project Implementation Old Punishment Flow New Punishment Flow Finding weekly Coaching Finding weekly Coaching Finding monthly (not repeating) Coaching + Commitment letter + QQ Finding monthly (not repeating) Coaching + Commitment letter + QQ Finding monthly (repeating) Coaching + SP Recommenda tion Finding monthly (repeating) FGD + SP Recommenda tion Improvement - Guideline Period Before Implementation During Implementation RACI - FGD Design Project Task Responsible Accountable Consult Inform Preparing FGD participant (H-7) QA SV, RTFM TL Ops Agent Preparing FGD case number (H-2) QA SV TL Ops Agent Case explanation Agent QA TL Ops SV Agent findings reason explanation Agent QA TL Ops SV Agent findings resolution SV Agent TL Ops QA Discussion recap QA SV TL Ops Agent Agent QA & TL Ops TL Ops Agent QA Inhouse, Ops Lead, SV, TL Ops QA Inhouse, Ops Lead, SV, TL Ops Sharing discussion result to other agent After Implementation Briefing discussion result to the floor QA QA & TL Ops QA Inhouse, Ops Lead, SV, TL Ops Performance Monitoring QA QA & TL Ops QA Inhouse, Ops Lead, SV, TL Ops Improvement - Information Distribution Highlight FGD Participant QA Floor Agents There are two ways of information distribution after FGD implementation ➔FGD Participant, those whose participate in FGD (agent) are instructed to share the discussed result to their peer in the floor ➔QA, beside spreading the information through peer-to-peer, massive method also implemented to make sure the information are received by all agents via briefing by QA Month 2 Coaching + Commitme nt Letter + QQ FGD - SP Recommen dation Month 3 Month 1 Control - Performance Monitoring Monthly QM performanc e monitoring + SP Highlight The length agent will get SP is 3 months. Within those months, QA will implement several treatment and FGD is one of them as the final action before SP ➔After FGD is implemented in 2nd month, agent QM in the 3rd month will be monitored to decide whether the agent are repeatedly (3x) having high risk record. Appendix FGD Swimlane Design Any Questions?