FAILURE MODE AND EFFECTS ANALYSIS (FMEA)

Definitions of FMEA

FMEA (Failure Mode and Effects Analysis) is a proactive tool, technique and
quality method that enables the identification and prevention of process or
product errors before they occur.
As a tool embedded within Six Sigma methodology, FMEA can help identify
and eliminate concerns early in the development of a process or new service
delivery. It is a systematic way to examine a process prospectively for possible
ways in which failure can occur, and then to redesign the processes so that the
new model eliminates the possibility of failure.
 FAILURE MODE AND EFFECTS ANALYSIS (FMEA)

Definitions of FMEA

A structured approach to identify the ways in which a process can fail

to meet critical customer requirement.
A way to estimate the risk of specific causes with regard to these
failures.
A method for evaluating the current control plan for preventing failures
from occurring.
A prioritization process for actions that should be taken to improve the
situation
 FAILURE MODE AND EFFECTS ANALYSIS (FMEA)

Why FMEA
 To identify potential Failure Modes in the process which would influence
survey mechanism
 To determine the impact of Failure Mode & its Severity
 To evaluate current Detection Mechanism in Place
 To establish Action Plan to reduce risk

Findings

 Entering wrong customer Information (Phone Number/Name) or Modifying the

same
 Improper Case management (Document the transaction under a different Customer /
Document in Edit comments, ageing or keep case open for long time)
 Transferring the ownership to backend team to avoid survey
 Survey solicitation in Outbound/Inbound calls
 FAILURE MODE AND EFFECTS ANALYSIS (FMEA)

Failures

• PLACING THE CALL ON HOLD AT THE BEGINNING

NO calls are to be placed on hold the moment you receive the same. THIS
WILL BE CONSIDERED TO BE AN INTEGRITY ISSUE
• INCORRECT HOLD
NO calls are to be placed on mute after informing about HOLD. Additionally,
using HOLD to document previous call details etc will be considered improper and
a failure to PROCESS ADHERENC

• USAGE OF MUTE
Usage of mute is allowed IF AND ONLY IF you need to sneeze, cough or get an
information in 10-15 seconds. Anything more than that should not be on Mute,
unless there is a verbal agreement from the customer to place the call on
SPEAKER-PHONE
 FAILURE MODE AND EFFECTS ANALYSIS (FMEA)

Failures

• WRONG EMAIL ADDRESS

Any changes made to customers’ personal details without proper
documentation on CASE LOGS will be considered as an INTERGRITY ISSUE

• FALSE / NO DOCUMENTATION
Logs should mirror the ACTUAL ACTIVITY on the call. NO FALSIFICATION
or INAPPROPRIATE DOCUMENTATION will be considered as an INTEGRITY
ISSUE.
• CASE # NOT PROVIDED FOR TECH TRANSFER
Need to ensure that when we transfer any CALL – be it a misroute or a CPA to
another department, the transferring Agent needs to provide the receiving Agent with
a SERVICE REQUEST NUMBER.
• CALL DISCONNECTION
FATAL as per internal Audits. Going forward this may result in immediate
TERMINATION if found to be Repeat Offender.
 FAILURE MODE AND EFFECTS ANALYSIS (FMEA)

Failures
• CALL BACK AGENT NOT READY WITH RESOLUTION
CALL BACK to be made to the CUSTOMER with a specific Resolution or AT
LEAST a specific Action Plan. No instances of calling the customer and verifying
or confirming the documentation details will be acceptable in any form. (except E-
team)
• INSTIGATED CALL ABANDON
SAME as CALL DISCONNECTION. If improper hold expectations or any
information given to the customer which resulted in Customer DISCONNECTING the
call shall be treated as a FAILURE TO THE PROCESS. THIS MAY RESULT IN
TERMINATION.
• CONTACT DETAILS CHANGED BY AGENT
Any changes made to customers’ personal details without proper documentation on
CASE LOGS will be considered as an INTERGRITY ISSUE

• NO MESSAGE LEFT BY CALLBACK AGENT

When calling a customer, leaving a VOICEMAIL IS IMPERATIVE. FAILURE TO
THIS SHALL BE CONSIDERED TO BE FATAL.( Exception-multiple attempts)
 FAILURE MODE AND EFFECTS ANALYSIS (FMEA)

Failures
• OWNERSHIP NOT TAKEN BY AGENT
Every call received by the Agent needs to be taken ownership within the first 3
minutes of the call. IN NOT DOING SO, IT WILL BE CONSIDERED AS A
PROCESS FAILURE.

• SURVEY SOLICITATION
No instances of SURVEY SOLICITATION will be TOLERATED. Any such
implications, whether proven or not will be DEALT with very SERIOUSLY

• OTHER ERRORS
Anything that is perceived as ILLEGAL and directs towards any
INTERGRITY ISSUES will not be open for any discussion and could result in
strict against the individual concerned.
 FAILURE MODE AND EFFECTS ANALYSIS (FMEA)

Control Mechanism

Tracking and validation of changes in Customer information in CAP tool

Comparing Customer details in the customer overview tab with those documented by
the agent in CAP case notes and GTS
FMEA Transaction monitoring
Comparison of Yanking report from CAP and GTS reports
To Review the report on the number of cases documented in Edit comments only
Open and Closed case Scrubs.
Scrubbing of all incoming cases to backend team
Transaction monitoring
Maintaining Repeated offenders tracker
MIP, PIP, Call Alerts
 FAILURE MODE AND EFFECTS ANALYSIS (FMEA)

Corrective Action Plan

Failure mode Agent Team Lead

Entering wrong customer

information (Phone
number / Name) or
Termination from service Termination from service
Modifying the same

Verbal warning at first chance.

Improper case management Warning letter on second chance
(Document the transaction followed by actions based on HR
under a different policies
Warning letter on first chance and followed by
customer / Document in
edit comments, Ageing / actions based on HR policies
keeping cases open for
long time)

verbal warning at first chance .

Transferring the ownership to Warning letter on second chance
Warning letter on first chance and followed by
backend team to avoid followed by actions based on HR
survey actions based on HR policies
policies

Warning letter on first chance and

Survey Solicitation in inbound /
Termination from service followed by actions based on HR
outbound calls
policies

verbal warning at first chance .

Frustrating customer by multiple Warning letter on first chance and followed by Warning letter on second chance
callbacks actions based on HR policies followed by actions based on HR
policies
 FAILURE MODE AND EFFECTS ANALYSIS (FMEA)

Benefits of FMEA

Captures the collective knowledge of a team

Improves the quality, reliability, and safety of the process
Logical, structured process for identifying process areas of concern
Documents and tracks risk reduction activities
Helps to identify Critical-To-Quality characteristics (CTQs)
Helps increase customer satisfaction and safety