Instructions Data Entry-Repeat
Read Me Parameterwise Repro
Action Plan Tracker Individual Perform
Action Plan Tracker
Action Plan Tracker
Summary
Data Entry-Repeatability
Parameterwise Reproducibility
Individual Performance
ummary
DOC# HGS-GO/Template/CBE-OCG/7035 Ver 1.0
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Revision History
Ver. Rev Date Prepared By
1.0 May'11 Malleswaran / Prabhu
DOC# HGS-GO/Template/CBE-OQG/7048
Version 1.0
Effective Date: May 2011
Document Classification: Template
DOC# HGS-GO/Template/CBE-OCG/7035 Ver 1.0
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Revision History
Reviewed by Approved By Description
Manoj Brahmankar / Dhiman
Ashwin Y Hoskote Initial Release
Banerjee
- HGSL Confidential -
Home
Home Attribute R & R Effectiveness
Instructions:-
The following spreadsheet is used to calculate an Attribute R&R Effectiveness, in which up to 5
1) operators. It is highly recommended that the team chooses 5 samples for all the attribute R & R
possible result
A co-ordinater will have to identified who will be responsible to select the samples, to collate t
2)
report using the ‘R & R’ report(from the ‘Data entry; sheet) and the findings from the ‘Individua
In the Data Entry worksheet, fill in the appropriate information in the ‘Transaction Details’ secti
3) rating criteria in the ‘Attribute Legend’ section. The attributes can be either alpha or numeric, e
or 1, 2, 3, 4, 5 etc., depending upon the QA form
4) Various parameters of the QA form will have to be listed under the ‘Parameters’ section
It is highly recommended that a combination of good, bad, average and all other types of trans
5) activity as the ability of the auditors to actually categorize between different types of transactio
good’ and ‘very bad’ transactions are chosen for this activity
6) Standard ratings identified by the team will have to be updated in the Standard(STD) column
Ratings for both the trials of all the auditors will have to be entered in the respective ‘Trial1’ an
7)
ordinater
9) Summary Report for all parameters of all samples will be available in the ‘Summary’ sheet
Parameter-wise reproducibility data for all parameters of all samples will be available in the ‘Pa
10)
sheet
11) Individual repeatability and accuracy average will be available under the ‘Individual performan
90% is the acceptable score for the Attribute R & R activity. Action plan will have to be devised
12)
same will have to be updated in the action plan template and communicated to the respective
- HGSL Confidential -
Hinduja Global Solutions
ectiveness
ectiveness, in which up to 5 samples can be evaluated by 30
ples for all the attribute R & R activities to get the best
ect the samples, to collate the data and also to publish the
e findings from the ‘Individual performance’ sheet
the ‘Transaction Details’ section and enter the different
be either alpha or numeric, e.g. Yes, No; pass, fail; go, stop;
‘Parameters’ section
e and all other types of transactions be chosen for the R & R
n different types of transactions will not be tested if ‘very
the Standard(STD) column
d in the respective ‘Trial1’ and ‘Trial2’ columns by the co-
in the ‘Summary’ sheet
es will be available in the ‘Parameter-wise reproducibility’
er the ‘Individual performance’ sheet
plan will have to be devised for any score below 90%. The
municated to the respective stake holders
Home
Information on Attribute R& R
Attribute R & R:- It is a method to measure the variation and accuracy within the auditors and
when we are dealing with attribute ratings.
Repeatability:-It means that the same auditor, measuring the same transaction, using the same
same reading every time.
Reproducibility:- It means that different auditors, measuring the same transaction, using the sa
same reading every time.
Within Auditors :– It indicates the percentage chance of getting the same results within a set o
of the individual repeatability value (which encompasses all the audits) of all the auditors.
Accuracy:- It indicates the percentage chance of getting accurate results for an auditor. Accurac
comparing individual repeatability ratings with the standard ratings.
Auditors with standard:- It indicates the percentage chance of getting accurate results within
accuracy value is arrived at by comparing the repeatability ratings with the standard ratings. Ave
for all the auditors will provide the average for ‘auditors with standard’.
Between Auditors- It indicates the percentage chance of getting the same results between a se
ratings of all the auditors are compared with each other to arrive at the average for ‘Between Au
All Auditors versus Standard (Overall Effectiveness):- It indicates the percentage chance of
between a set of auditors. Repeatability ratings of all the auditors are compared with the standa
average of ‘All Auditors versus Standard (Overall Effectiveness)’.
ribute R& R
uracy within the auditors and amongst the auditors
me transaction, using the same form, should get the
same transaction, using the same form, should get the
the same results within a set of auditors. It is the average
dits) of all the auditors.
results for an auditor. Accuracy is arrived at by
s.
etting accurate results within a set of auditors. Individual
with the standard ratings. Average of the accuracy value
dard’.
the same results between a set of auditors. Repeatability
t the average for ‘Between Auditors’
tes the percentage chance of getting accurate results
are compared with the standard ratings to arrive at the
Home
Home
R & R REPORT
Within Auditors (Individual) 87.83%
Auditors with standard (Individual) 55.69%
Between Auditors (Overall) 0.00%
All Auditors Versus Standard(Overall Effectiveness ) 0.00%
- HGSL Confidential -
Home
Click on the below links to
Delete Data
navigate through respective
samples
Sample #1 Engagement Name
Sample #2 Sub process Name
Sample #3
Sample #4
Sample #5 Transaction Details:- Transaction #1 Transaction #2 Transaction #3 Transaction #4 Transaction #5
Agent Name
File Name (Call
recording)/Transaction(Claims/ticket
s/emails etc.)
Trial #1 Date
Trial #2 Date
Sample #1 Within Auditor1(Repeatibility) Within Auditor2(Repeatibility) Within Auditor3(Repeatibility)
Attribute
Legend Parameters:- Standard (STD) Trial #1 Trial#2 Within Auditor1 Auditor1 with standard Trial #1 Trial#2 Within Auditor2 Auditor2 with standard Trial #1 Trial#2 Within Auditor3 Auditor3 with standard
1 Y 1 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
2 N 2 Y Y N Different different Different Y N Different Different Y Y Same Same
3 NA 3 F F F Same F Same F F Same Same F F Same Same
4 F 4 NA NA NA Same NA Same NA NA Same Same NA NA Same Same
5 5 N N N Same N Same N N Same Same N N Same Same
6 6 N Y Y Same Y Different Y Y Same Different Y Y Same Different
7 7 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
8 8 Y Y NA Different different Different Y NA Different Different Y NA Different Different
9 9 NA NA NA Same NA Same NA NA Same Same NA NA Same Same
10 10 NA NA NA Same NA Same NA NA Same Same NA NA Same Same
11 NA NA NA Same NA Same NA NA Same Same NA NA Same Same
Sample #2 12 Y N Y Different different Different N Y Different Different N Y Different Different
Sample #3 13 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
Sample #4 14 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
Sample #5 15 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
16 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
17 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
18 N Y Y Same Y Different Y Y Same Different Y Y Same Different
19 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
20 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
21 Y Y NA Different different Different Y NA Different Different Y NA Different Different
22 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
23 NA Y Y Same Y Different Y Y Same Different Y Y Same Different
24 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
25 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
26 Y NA NA Same NA Different NA NA Same Different NA NA Same Different
27 Y NA NA Same NA Different NA NA Same Different NA NA Same Different
28 Y NA NA Same NA Different NA NA Same Different NA NA Same Different
29 N Y Y Same Y Different Y Y Same Different Y Y Same Different
30 Y NA NA Same NA Different NA NA Same Different NA NA Same Different
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
Will not generate repeat
Agent ask customer to call back
Agent Communication Skills
Blank Call
Call Disconnected
CRM not updated/Not working Sample #2 Within Auditor1(Repeatibility) Within Auditor2(Repeatibility) Within Auditor3(Repeatibility)
Customer did not had all required details Parameters:- Standard (STD) Trial #1 Trial#2 Within Auditor1 Auditor1 with standard Trial #1 Trial#2 Within Auditor2 Auditor2 with standard Trial #1 Trial#2 Within Auditor3 Auditor3 with standard
Customer not able to understand resolution 1 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
Sample #1 2 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
Sample #3 3 F F F Same F Same F F Same Same F F Same Same
Sample #4 4 NA NA NA Same NA Same NA NA Same Same NA NA Same Same
Sample #5 5 N N N Same N Same N N Same Same N N Same Same
Inroamer call 6 N Y Y Same Y Different Y Y Same Different Y Y Same Different
Long TAT 7 Y Y Y Same Y Same Y Y Same Same Y Y Same Same
NFTR not tagged 8 Y Y NA Different different Different Y NA Different Different Y NA Different Different
Process Requires Customer to call back 9 NA NA NA Same NA Same NA NA Same Same NA NA Same Same
Home
Click on the below links to navigate through respective samples:-
Home
Sample #1
Sample #2
Sample #3
Sample #4
Sample #5
Sample #1 Between Auditors
1 Same
2 Different
3 Different
4 Same
5 Different
6 Different
7 Different
8 Different
9 Same
10 Same
11 Same
12 Different
13 Same
14 Same
15 Same
16 Different
17 Different
18 Different
19 Different
20 Different
21 Different
22 Different
23 Different
24 Different
25 Different
26 Same
27 Same
28 Same
29 Different
30 Same
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
Sample #2 Between Auditors
1 Same
2 Same
3 Same
4 Same
5 Different
6 Different
7 Different
8 Different
9 Same
10 Same
11 Same
12 Different
13 Different
14 Different
15 Different
16 Different
17 Different
18 Different
19 Different
20 Different
21 Different
22 Different
23 Different
24 Different
25 Different
26 Same
27 Same
28 Same
29 Different
30 Same
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
Sample #3 Between Auditors
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
Sample #4 Between Auditors
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
Sample #5 Between Auditors
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
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31
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43
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46
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49
50
38.33%
6 60
2
ow links to navigate through respective samples:-
All Auditors Versus Standard(Overall Effectiveness ) ###
Same Y
Different different
Different F
Same NA
Different N
Different Y
Different Y
Different different
Same NA
Same NA
Same NA
Different different
Same Y
Same Y
Same Y
Different Y
Different Y
Different Y
Different Y
Different Y
Different different
Different Y
Different Y
Different Y
Different Y
Different NA
Different NA
Different NA
Different Y
Different NA
All Auditors Versus Standard(Overall Effectiveness ) F
Same NA
Same N
Same Y
Same Y
Different different
Different NA
Different NA
Different NA
Same different
Same different
Same different
Different different
Different Y
Different Y
Different Y
Different Y
Different Y
Different different
Different Y
Different Y
Different Y
Different Y
Different NA
Different NA
Different NA
Different Y
Different NA
Different
Different
Different
All Auditors Versus Standard(Overall Effectiveness )
All Auditors Versus Standard(Overall Effectiveness )
All Auditors Versus Standard(Overall Effectiveness )
25.00%
60
Home
Home
Auditor Name Repeatability Accuracy
Within Auditor1(Repeatibility) 83.33% 56.67%
Within Auditor2(Repeatibility) 83.33% 56.67%
Within Auditor3(Repeatibility) 85.00% 58.33%
Within Auditor4(Repeatibility) 85.00% 58.33%
Within Auditor5(Repeatibility) 85.00% 58.33%
Within Auditor6(Repeatibility) 85.00% 58.33%
Within Auditor7(Repeatibility) 85.00% 58.33%
Within Auditor8(Repeatibility) 85.00% 58.33%
Within Auditor9(Repeatibility) 85.00% 58.33%
Within Auditor10(Repeatibility) 85.00% 58.33%
Within Auditor11(Repeatibility) 95.00% 45.00%
Within Auditor12(Repeatibility) 95.00% 45.00%
Within Auditor13(Repeatibility) 86.67% 58.33%
Within Auditor14(Repeatibility) 86.67% 58.33%
Within Auditor15(Repeatibility) 86.67% 58.33%
Within Auditor16(Repeatibility) 86.67% 58.33%
Within Auditor17(Repeatibility) 88.33% 58.33%
Within Auditor18(Repeatibility) 88.33% 58.33%
Within Auditor19(Repeatibility) 88.33% 58.33%
Within Auditor20(Repeatibility) 93.33% 43.33%
Within Auditor21(Repeatibility) 93.33% 43.33%
Within Auditor22(Repeatibility) 93.33% 43.33%
Within Auditor23(Repeatibility) 88.33% 58.33%
Within Auditor24(Repeatibility) 88.33% 58.33%
Within Auditor25(Repeatibility) 88.33% 58.33%
Within Auditor26(Repeatibility) 88.33% 58.33%
Within Auditor27(Repeatibility) 88.33% 58.33%
Within Auditor28(Repeatibility) 88.33% 58.33%
Within Auditor29(Repeatibility) 88.33% 58.33%
Within Auditor30(Repeatibility) 88.33% 56.67%
100.00%
Repeatability 90.00%
Accuracy 80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
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Hinduja Global
HomeSolutions Home
Action Plan Tracker
Source Date Topic Action Item
Indicate the name of the
source viz,
Engagement /Sub Indicate the agenda /
Process Date of the meeting objective of the action Describe the action item in detail
Responsibility Target Date Status
Completion date
Name of the individual / team of the action
responsible for the action item (dd-mmm-yyyy) Open / WIP / Closed / Abandoned
Comments
Comments to regarding the status
or action item