MINI DISSERTATION PROJECT

COMPLAINTS HANDLING

PROCESS IMPROVEMENT

IN SERVICE INDUSTRY

USING SIX SIGMA

2023 January 8 Under the Guidance of

Rohit Kaushal Prof. Jighyasu Gaur
21EPGP134
OBJECTIVE
The project aimed to employ Six Sigma, a process
improvement strategy, to improve ride-hailing complaints.

SCOPE
A literature research and case study was undertaken at a
large ride-hailing company to assess Six Sigma's
effectiveness in improving complaints management.

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AGENDA
1. Introduction
2. Literature Review
3. Case Study
4. Sample Data
5. Gap Analysis
6. Analysis and Discussion
7. Conclusion

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INTRODUCTION
The ride-hailing industry has grown significantly in recent years, with companies such as
Uber and Lyft becoming household names.
Ride-hailing services offer a convenient and cost-effective alternative to traditional taxi
services, but also face significant challenges in terms of customer satisfaction and loyalty.
Customer satisfaction is a critical factor in the success of ride-hailing companies, as it can
affect the number of riders and the overall reputation of the company.
One approach to improving customer satisfaction is the use of process improvement
methodologies, such as Six Sigma.
Six Sigma is a data-driven approach to identifying and eliminating defects in processes,
with the goal of improving efficiency and customer satisfaction.
This presentation will examine the use of Six Sigma to improve the complaints handling
process in the ride-hailing industry. 4
LITERATURE

REVIEW
Previous research evaluated how Six Sigma improved complaint handling in
several businesses.
Six Sigma improves complaint response times, resolution rates, and customer
satisfaction, according to studies.
Six Sigma tools and techniques, such as process mapping and root cause analysis,
have helped discover and address complaints handling problems.
Top management involvement and employee training and development are vital
to a successful Six Sigma complaints handling deployment.
Clear goals and objectives and the utilisation of modern technologies like AI and
ML can also help a Six Sigma implementation succeed, according to some studies.
Previous study showed Six Sigma can improve complaint handling across sectors.

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 1. The case study focused on enhancing SRT (Safety Response Team) ticket
management in ANZ.
2. The present ticket management process was analysed, including ticket
movement, categorization, and resolution.
3. Case study involves surveying and interviewing team members and
stakeholders.
CASE

4. The case study results highlighted various areas for improvement in ticket
STUDY management, including expediting ticket movement between L2 and L3
teams and enhancing ticket categorization data quality and integrity.
5. Six Sigma data analysis and process improvement strategies will improve
SRT ticket management.
6. These advantages include a reduction in tickets sent back to CC for re-
categorization, an increase in the percentage of problems solved by L3, and
increased visibility and transparency of the ticket management process.

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 1. This analysis used 44,000 November-December tickets.
2. Customer or partner care accounted for 41,838 non-SRT tickets.
3. 1958 safety-related tickets.
4. Some 1958 safety-related fines have low cause or criticality classification.
5. SRT received 654 safety-related tickets in 1958.
6. Sample data shows XYZ's current complaints handling process may have
gaps or inefficiencies, especially in recognising and identifying safety-
SAMPLE

related issues.
DATA

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 1. XYZ's complaints process has trouble identifying and reporting notifiable
incidents.
2. The procedure for assessing if a ticket is reportable is imprecise, causing
management gaps or misunderstandings.
3. It's hard to tell how L2 and L3 tickets are resolved because they're not monitored
or documented.
4. Many SRT/Safety group tickets aren't classified with low safety reasons or
GAP
criticalities, making it harder to identify and manage safety risks.
5. Some customer service agents may struggle to classify tickets.
ANALYSIS

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GAP

ANALYSIS
1. When tickets are returned to customer service, reclassification or category may
be ignored, resulting in erroneous data.
2. 3% of SRT tickets were misclassified safety tickets.
3. Undefined audit time may mean certain tickets aren't fully reviewed.
4. Due to limited auditing, many errors may go unreported.
5. Tickets reported to regulatory authorities aren't marked on Zendesk or moved
between teams or levels.
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ANALYSIS AND DISCUSSION
1. Six Sigma was used to detect and eliminate flaws in SRT's ticket management process.
2. Data analysis and process improvement were utilised to uncover ticket management
difficulties.
3. The Six Sigma technique helped define clear goals and deliverables and track
progress.
4. Six Sigma reduced tickets sent back to CC for re-categorization, increased the
percentage of tickets solved by L3, and improved ticket management visibility and
transparency.
5. Six Sigma helps improve service industry processes by identifying inefficiencies and
faults.
6. A research report on this issue could examine the benefits of implementing Six Sigma
in the service business and its effects on SRT ticket handling.
7. Further research could look at strategies to maximise Six Sigma in service industry
contexts, such as incorporating customer feedback or exploring its benefits in other
types of businesses. 10
CONCLUSION
1. Six Sigma can improve ride-hailing complaints handling.
2. Further research might examine the long-term influence of Six Sigma on the ride-hailing
industry's complaints handling procedure and the potential usage of AI and ML.
3. Six Sigma will improve service industry complaint processing.
4. A 100% audit method for major complaints will increase problem resolution.
5. Revisions to SOP and ticket categorization increase data quality and integrity.
6. Visibility and transparency boost communication and collaboration.
7. Six Sigma reduces risk and ensures steady progress.
8. Service industry efficiency and customer happiness will improve with continuous
improvement and data-driven decision making.

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THANK YOU

FOR
LISTENING