Resolution of the Problem

Purpose for problem resolution – to increase productivity to capture more than 40 application form per hour with no compromise to quality on the work delivered to client.


Decision making process


Step 1 – purpose of the decision

• Improve productivity
• Meet SLA comfortably during high volumes
• Increase revenue
• Deliver good quality

Step 2 – setting up objectives

• Reduce cost
• Reduce hiring of casual staff to meet tight deadlines
• Reduce unit cost
• Satisfy the client by increasing the daily production count



Step 3 – Classifying the objectives

• Essential Criteria: Increase average performance per hour to 40 applications.
• Desirable Criteria:   1. Eliminate hiring casual staff
2. Satisfy client by increasing production
3. Maintain quality with increase in production
4. Meet SLA comfortably during high volumes



Step 4 – Alternative from which to choose:

• Option 1 – Revert back to old system
Advantage: the only plus point on this that the staff are happy to move back to old system as they are very much used and familiar with the data capture process.
Disadvantage: The software licences are expired and expensive to renew. All efforts and cost made on migration will end up nothing

• Option 2 – Keep validation 1 as the same and completely take off Validation 2.
Advantage: This will speed up the indexing and will increase the output to more than 40 applications per hour.
Disadvantage: Quality of the work will fail. This will end up in most of the field system generated (ICR)

• Option3 – Keep Validation 1 stages as the same and shorten the Validation 2.
At V2 stage, we keep certain critical fields and remove all other fields.
Advantage: This will also increase the output to more than 40 applications per hour.
Disadvantage: Quality of the work will also fail. The non-critical fields will fail the quality level.

• Option 4 – Change Validation 1 to allow the indexing cursor to move to all fields (red...