Control Techniques

The choice of control technique may be project specific.
As a guideline, the following techniques may be useful in Transactional environments.

1. Control Charts - To monitor process performance over time and diagnose/correct if process go out of control or shows alarm signals. For transactional environments, c and u charts or p and np charts may be useful to track attribute (count) (eg., invoicing defects, non-compliant insurance claims, etc.,). If you are monitoring a "variable" characteristic (like cycle time, cost etc) the Xbar-R, X-MR, XBar-S may be handy.

2. If human generated errors are a large component, a choice of poka-yoke (Mistake proofing) tools can be utilized. Simple methods like templates, checklists, work sequencing, introducing validation in software programs, input control (making tick / check box forms instead of narrative fields) can help minimize data errors. Along with with visual alerts/controls and ongoingtraining, these techniques can be very valuable to reduce defect rates. If there is scope to redesign/optimize the process during /before transition phase, one can incorporate mistake proofing techniques by "design" as part of the process itself. A credible incentive / penalty system may be be a complementing enabler to enhance process performance.

3. Standardization in the form of SOPs, Process Flow diagrams, Training, Audits and effective communication through various means (electronic, softboard posters, visual displays) can help to ensure the standards are well understood and practised. Concurrent interaction with client representatives will give the opportunity to pick up any new issues that may come up that may also require standardization.


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