Team Excellence – Live Case Studies

eClerx Services Limited
Quality Mavericks
Inda

Monday, April 30
3:00 PM - 4:00 PM
Location: WSCC 606

eClerx works on documentation of syndicated loans, where a borrower seeks a large loan. Deal labeling is one of the most critical activity in loan syndication, which involves identification and labeling of deals. This process had seen a decrease in on-time payments, resulting in client and end customer dissatisfaction. The team used Lean Six Sigma and ADKAR—a change management framework to improve turnaround time (TAT)—to increase percentage from 75.04 to 99 percent. In the pursuit, the team leveraged techniques like visual control systems, hypothesis testing, SPC tools, and IAR logs. The primary solution focused on development of a deal pattern dictionary with past pattern of deal names, which was then used for auto identification of deals. A visual control system was then developed to reduce audit scope of identified deal names. Post implementation, the solution team was able to improve TAT met percentage to 99 percent. An effective sustenance mechanism with a service level agreement (SLA) dashboard was set up to sustain results. As the team achieved the target, we were able to achieve the processing time and backlog reduction along with accuracy improvement as an additional benefit. At the organization level, this resulted in meeting the client productivity target, and at the client level, decreased customer complaints and upstream dependencies.

eClerx Services Ltd.

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Quality Mavericks
Inda

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Send Email for eClerx Services Limited
Quality Mavericks
Inda