Team Excellence – Live Case Studies

eClerx Services Limited
Digital Auditors
India

Live Case Study Presenter(s)

• eL

  eClerx Services Ltd.

Our client, a leading U.S.-based computer technology company, creates website content based on market development agreements (MDAs). For this global MDA quality and audit process, an eClerx team audits the content to ensure the compliance, as there is a revenue loss borne by the client for every defect due to non-adherence of the MDA guidelines. To maximize the client’s revenue, we focused on defect reduction in store layer audit and content layer audit deliverable. This project helped in reducing the defects for store layer audit and content layer audit from 6.67 and 5.25 percent to 0.02 and 0.01 percent, respectively. eClerx deployed the DMAIC approach to address the problem. The project’s objective was set to reduce the defects across the store layer audit and content layer audit deliverable by 10 times. Using Lean Six Sigma tools such as VSM, FMEA, Pareto chart, and hypothesis testing, the team isolated four key root causes. Ideating, developing, and implementing the in-house solutions not only helped us exceed the set targets, but this project also won the performance excellence award. The team achieved additional benefits over and above the intended targets that led to additional business from our client.