ATAC Presentation

Review Date – 26th November’16

Review Period: 14th Nov to 20th Nov’16
Team Name:Ashis ke Amazing
Agenda
4 Chapters Overview
CSAT
EPMO
TPH

TPH
Week on Week Trending
Breakup of TPH
Graph for this weeks data
Comments/Action Plan
CSAT
Week on Week Trending
Graph for this weeks data +
Comments/Action Plan along with analysis
attached

EPMO Shrinkage Report

Week on Week Trending
Week on Week Trending
Graph for this weeks data +
Graph for this weeks data +
Comments/Action Plan
Comments/Action Plan

2
3
4
Overview
C-SAT
EPMO
TPH
Heroe’s
Performance Snapshot

6
TPH
 TPH Analysis

RCA :-
• As per the C-SAT improvement plan asked the experts to do less tickets but with
the accuracy.
• Vishal is Outlier in C-Sat hence his Smart target is less.
• Ashish Pachori was not logged in for 2 days as per the C-Sat improvement plan
he was Buddy sitting with Brajbhushan.
• Rider LOB and MSV refresher training is going on hence it impacted the TPH.

8
 TPH Analysis

Action Plan:
• Google sheet has been created for tracking the ticket count on hourly basis.
• Monday to Friday 80 Tickets and Saturday ,Sunday 120 Tickets.
• Hourly smart targets were given and achievers were appreciated.
• Daily Smart Target for the outliers
• Daily Follow up with outliers by team Mentor Brajbhushan and Vivek
Sharma.

Comments:
• Priyanka Mihani showed a great improvement and Jayshree More exceeded
expectations.

9
C-SAT Scores
 Week-4 June 2016 CSAT Analysis

RCA:
• Ashish Pachori and Vishal are the C-Sat outliers.
• They were following the old policy of giving appeasement not refund.
• Daily Scrubbing found that they were doing more solved tickets.
• Failing in identifying the Customers Issue.
• No use of opening and closing
• Ashish is depressed because his dad is hospitalized which is impacting his
performance, and Vishal has his exams on going hence unable to focus on C-SAT.

11
 Week-4 June 2016 CSAT Analysis

Action Plan:
• Leaves approved for Vishal For the Exams so that he can concentrate on both
exams and work.
• Asked Ashish to Buddy up with Vivek and Sparsh.
• Top priority on C-SAT
• Special attention for Abhishek and Ashish so that they can improve in C-Sat,
Daily 8 Audits per person to find more cause and improvement plan.
• C-SAT session has been conducted by Sparsh and Doyal Rawal.
• Daily Dip-Check has been conducted for product and process updates.

Comments:
• Asked people to add some touchy lines in the macro so that customer get
human touch which showed a great improvement in C-SAT.
• Team is doing good and standing on 2nd position in MTD will be closing this
month on 1st with 86% C-SAT.

12
EPMO Scores
Week-4 June 2016 EPMO Analysis

RCA:
• Sparsh and Amogh are the Outliers.
• Sparsh got 2 Invalid fatal from QA team
and Rebuttal has been shared.
• Amogh got 1 fatal and it was valid but
his audits were less hence his EMPO is
high if we talk about previous week his
EPMO was 0.
• Updated them about the new updates
on refund policy.

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 Week-4 June 2016 EPMO Analysis

Action Plan:
• Reshma took session on the updates and areas were we are lacking.
• Weekly session by QA reshma.
• Dip Check on Team Dot updates and splash updates.
• Special attention on Super Seven.
• Daily Dip Check has been conducted on Super seven and great Eight..
Comments:

• Vivek has shown tremendous improvement on EPMO.

• Ankit Lakra also doing good with the score.
• Overall team has improved as compared to last two weeks.

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Shrinkage Report
 Shrinkage Analysis

Date HC OFF LEAVE NCNS Half day P Count OFF% Planned% Unplanned% Shift adh% Non shift Adh%
ABHISHEK PATHAK 7 1 3 0 0 3 14% 50.0% 0% 88% 12%
AMOGH VRAT SHRIVASTAVA 7 1 0 0 0 6 14% 0.0% 0% 50% 50%
ANKIT KUMAR LAKRA 7 1 1 0 0 5 14% 17.0% 0% 71% 29%
ASHISH DEV GUPTA 7 1 0 0 0 6 14% 0.0% 0% 67% 33%
ASHISH PACHORI 7 1 0 1 0 5 14% 0.0% 18% 73% 27%
BRAJBHUSHAN TIWARI 7 1 0 0 0 6 14% 0.0% 0% 17% 83%
DOYAL RAWAL 7 1 0 0 0 6 14% 0.0% 0% 33% 67%
JAYSHREE MORE 7 1 0 0 0 6 14% 0.0% 0% 0% 100%
MAHAK PAWECHA 3 0 0 1 0 2 0% 0.0% 33% 0% 100%
PANKAJ BARANGE 7 1 0 0 0 6 14% 0.0% 0% 0% 100%
PRIYANKA MIHANI 7 1 0 1 0 5 14% 0.0% 17% 60% 40%
RIMANSHU DESHMUKH 7 1 0 0 0 6 14% 0.0% 0% 76% 24%
RISHIKESH RATHORE 3 0 0 0 0 3 0% 0.0% 0% 100% 0%
SPARSH JAIN 7 1 0 0 0 6 14% 0.0% 0% 33% 67%
SURBHI DONGLE 7 1 0 0 0 6 14% 0.0% 0% 83% 17%
VISHAL AGNIHOTRI 7 1 3 0 0 3 14% 50.0% 0% 33% 67%
VIVEK SHARMA 7 1 0 0 0 6 14% 0.0% 0% 0% 100%
Grand Total 111 15 7 3 0 83 13% 6.9% 4% 46% 54%

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 C- SAT Champ

Sparsh Jain
C-SAT – 100%
Survey – 17/17 Yes
AMCC – Surender Singh
 C- SAT Champ

Ashish Dev Gupta

C-SAT – 96%
Survey – 22/21 Yes
AMCC – Surender Singh
 TPH Champ

Vivek Sharma
Total Tickets : 493
AMCC – Surender Singh
 EMPO Champ

Doyal Rawal
EPMO - 0
AMCC – Surender Singh
 C- SAT Champ
Priyanka Mihani
C-SAT – 92%
Survey – 31/29 Yes
AMCC – Surender Singh
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