OE Refresher

Operation Excellence is our comprehensive initiate to drive superior excellence by shaping our business to become: Measurable, Predictable, (a)   .

Focused operation tool to understand performance against customer requirements.

• SIPOC

• HLPM

• FMEA

• 3X3

The lagging metrics in our DFI 3x3 are P1 TAT, (a)   , QA Score .

What are the leading metrics for Productivity?

• P1 Efficiency and P1 Capacity Utilization.

• Handling Time, Productive Utilization, and FTE Availability.

• Quality Score and Pass Rate.

In 3x3 the target for P1 TAT is 100% and Productivity is 92%.

• TRUE

• FALSE

The target for QA Score is 90% and pass rate is 95%.

• TRUE

• FALSE

Operation Maturity Fundamentals are Focus, Standardize, Plan, Visual, and (a)   .

SIPOC stands for

• Supplier, Inputs, Produce, Outputs, and Customer

• Supplier, Inputs, Process, Outputs and Customer

• Supplier, Inputs, Propose, Outputs, Customer

• Supplier, Inputs, Provide, Outputs, Customer

Focused operations tools are

• Volume Trend, Capacitiy Utilization, Resource Planning, Agents Skills Matrix.

• Detailed Process Flow, Standard Work Instruction, Control Plan.

• SIPOC, HLPM, FMEA, 3x3, Risk and Issue Log.

• Daily Dashboard, Control Charts, Agent Stack Ranking

What are the 3 critical output categories/requirements? Speed, Quality, (a)