TQM Project Charter

Project Name
Training Date
Project Start Date
Target Completion Date

Project Element Response

Problem Statement 

 Includes time,
measurable item,
gap and business
impact
Business Case 

 Why is this project

important to do now?
 What is the project’s
financial impact?
 What is the impact
on customer service
Goal Statement 

 Specific
 Measurable
 Achievable
 Realistic
 Time-bound
List of Improvement Goals Measure (units) Baseline Goal
1. Single point of data
collection
2. Reduce rework through
template standardization
3. Streamline approval process
4. Reducing manual paperwork
through online forms
5. Educating and training of
providers
 TQM Project Charter

Process Partnerships with different providers across different states requires

 Describe the process them to provide the patient and claim details with basic information.
All providers use different types of forms with same information,
in which the problem
increasing the time taken by UHG employees to recalibrate the data
exists and input it into our CRM systems. This makes the process
cumbersome, slow and often leads to instances of duplication.

Non-use of the IT systems leads to manual printing and signatures of

authorities and different hierarchies that leads to unnecessary delays,
thus leading to a poor experience for the provider.

Project Scope  The Six Sigma evaluation aims at streamlining the process
by standardizing the form template for providers and
 What part of the digitizing the claim process
process will be  The boundaries of the project are strictly limited only to the
addressed? claims department of 5 providers to begin with and do not
 What are the focus on the provider systems for now
boundaries of the  Areas related to claim verification and other provider service
project or process? are not included as part of the Six Sigma evaluation. The
 What areas are scope is defined from data input to claim processing only
inside or outside the  SIPOC below
team’s focus or
authority?
 Attach a SIPOC
diagram if
necessary
Team Member Name
Project Sponsor Vikas Kansal
Key Stakeholders Our policy holders/customers, vendors, employees,
management
Team Lead Himanshu Makhija
Team Members Kriti Bhatia, Kartik Gupta
Process Owner Vikalp Suhag
Champion Sajal Garg
Timeline by Project Stage Milestone Target Completion Date
Define Project Charter and kickoff August 10, 2020
Measure Define and collect data August 25, 2020
Analysis Find causes September 7, 2020
Improve Fix causes September 14, 2020
Control Standardize the fix September 28, 2020
Project End Handoff & Documentation October 1, 2020
 TQM Project Charter

S I P O C
Heathcare Patient Provider Verified claim Finance Dept.
providers - medical details payment sent to finance Healthcare
existing UHG Claim related process for processing providers
partners information (described in Receipt to
flowchart provider
below)

Forms
Details are Details Verified
Provider dispatched
printed and resent to details are
emails to
sent to legal provider for entered into
details authroities
dept. review CRM
for signature