Six Sigma Green Belt Project : Project on Improvement

of Billing Rate for DMTM by Increasing Portfolio with

Credit Card Payment Method

Date: 14 April 2010

MEASURE

Presenter Name: Cheong Sook Yee

Department : Direct Marketing & Telemarketing
 Project Charter

Organization : CIMB Aviva

Project Title : Improvement of Billing Rate for DMTM by Increasing Portfolio with Credit Card Payment Method

Problem Statement Project Scope & Goal

Problem Statement: Scope

From Jan to Dec 2009, a total of 164,240 cases was sent
for billing. Only 123,079 cases were successfully collected.
Out of the total cases sent, those with premium deduction
via DDA has a billing rate of 73%, ie. 105K policies with
successful billing. Unsuccessful premium collected
amounted to RM 2.14 mil.
This translates to a loss of income both to CIMB Aviva and
our business partners. Continuous unsuccessful billing also
contributes to low persistency rate.
This project encompass increasing the ratio of policies with
credit card payment method in DMTM portfolio in the
Responder system
Goal
Policies with credit card payment method maintain higher
successful billing rate, averaging at 91%. Only 9% of the
DMTM portfolio consists of credit card payment method.
The chief goal of this project is to increase the ratio of
credit card policies in DMTM’s books by 16%

Resource & Financial Impact Defect Definition & Timeline

Champion : Elaine Chong Defect Definition (Y):
Team Leader : Cheong Sook Yee Policies with Credit Card payment method < 25% of
Coach : Selveen entire DMTM portfolio in Responder

Team Member : Kauthar Abu Bakar

Start Date : 22 February 2010

Estimated Financial Impact : RM510K Estimated Completion Date: 30 June 2010
 Baseline Measurement – Credit Card Policies

Policies with Credit Card Payment Method

(Jan 09 - Feb 10)

60% Out of the sales closed, in 70% of

cases, TSRs request for credit card
Policies with credit card payment method (%)

as the first payment option.

50%

At other period, only 24% of the

40% cases place credit card payment
method before DDA
30%

20%

Mean: 12%
10%

0%

Policy Effective Date

 Cause & Effect
Cause Effect

People Process Material

Database sponsor Database selection criteria Telemarketing script

Low commitment Wrong criterias No priority to credit card in enrollment section
Lack of experience & skills Omission of steps in extraction Objection handling section not comprehensive

CRM Team Sales process Training Material

Low commitment Lack of emphasis on credit card enrollment No emphasis on credit card enrollment
Lack of experience & skills Priority in credit card enrollment not in QA requirement
Manpower

TSR Conservation process

Lack of experience & skills Not structured
No knowledge on billing performance

Training manager
Lack of focus
Lack of experience & skills

Conservation team
Low manpower
Lack of skills

Campaign manager
Low priority, higher priority in sales

Customer
Preference to DDA to avoid credit card interest
Why is the ratio of policies
with credit card payment
method low?
TSR KPI Limitation in data captured Location of customer service
Credit card enrollment not in KPI No information on credit cardholder
Income not captured

Call centre Incentive System down

Not incentivised for credit card enrollment Extraction delayed
Omission of steps in data cleansing

Conservation results not tracked No recording system

Conservation calls not recorded
No call monitoring

Reports not supported

Conservation reports generation not automated
Unssucessful billing listing does not indicate TSR

Measurement System Environment

 FMEA
Process Potential Failure Mode Potential Effects of Failure Severity Potential Cause(s) of Failure Occurrence Current Controls Detection Risk Priority
Steps or (1-10) (1-10) (1-10) Number (RPN)
Product
Functions
Conservation Unable to audit call quality 1. No quality control 10 1. No recording system 9 No control 9 810
call 2. High failure rate 2. Limited manual monitoring/tracking
3. High lapse rate
4. High unsuccessful billing rate
5. Low ratio in credit card payment method cases
Conservation Unable to contact customer 1. Failed conservation effort 10 1. Insufficient attempts made 8 No control 9 720
call 2. Unsuccessful billing 2. Change of contact no
3. Unable to convert policyholders to credit card payment option 3. Customer not available - vacation, overseas, etc

Conservation Customer insist in 1. Failed conservation effort 10 1. Inappropriate / Inefficient conservation approach 8 Training to CSR 9 720
call cancelling 2. Unsuccessful billing 2. Lack of training
3. Unable to convert policyholders to credit card payment option 2. Not structured conservation process

Conservation Inaccurate conservation 1. No quality control 8 1. No proper tracking 9 No control 9 648

call results 2. High failure rate 2. Results is not tracked up to receive of payment
3. High lapse rate
4. High unsuccessful billing rate
5. Low ratio in credit card payment method cases

Conservation Customer promise to pay, 1. Failed conservation effort 8 1. Inappropriate / Inefficient conservation approach 8 No control 9 576
call but did not remit payment 2. Unsuccessful billing 2. Lack of training
3. Unable to convert policyholders to credit card payment option 2. Not structured conservation process

Sales TSR did not request for 1. High unsuccessful billing rate 10 1. Oversight 8 Encourage TSRs to emphasize on 7 560
enrollment payment via credit card 2. Low ratio in credit card payment method cases 2. No additional incentive for credit card enrollment credit card enrollment

Sales Customer opt for DD 1. High unsuccessful billing rate 10 1. TSR not convincing 8 Encourage TSRs to emphasize on 7 560
enrollment payment method 2. Low ratio in credit card payment method cases 2. Not holding any credit card credit card enrollment
3. Credit card usage maxed
4. Prefer to reserve credit card for payment of other loan

Database High number of non-credit 1. High unsuccessful billing rate 8 1. Information not captured 5 No control 7 280
extraction cardholder 2. Error in applying selection criteria
Database Wrong / inaccurate 1. Low sales performance 8 1. Insufficient database 3 1. Database criteria is determined and 3 72
extraction selection criteria 2. High unsuccessful billing rate 2. Oversight consensus with sponsors is reached
prior to campaign launch
2. Database analysis performed prior
to launch to establish if database is
sufficient
Database Delay in delivering 1. Low sales performance 10 1. System down 1 No control 5 50
extraction database 2. Low no. of credit cardholders 2. Low manpower
3. High unsuccessful billing rate 3. Error in applying selection criteria, causing rework
Conservation No product for customer to 1. Customer opt to cancel 7 1. Low priority in product development 10 No control 1 70
call downgrade to 2. High failure rate
3. High lapse rate
4. High unsuccessful billing rate
 Data Collection Plan
Measurement/Metric X or Y Operational Definition Type of Data Data Source Sample Size Who Will When Will Data How Will Data
(Discrete/ and Location Collect the be Collected? be Collected?
Continuous) Data?

% of policies with credit Y Policies issued and payment method Discrete Responder All policies from Jan 09 - Feb IT (Bee Ting) 17-Mar-10 Extract all policies from
card payment method system 10 (Daily records) Responder system

% of policies with credit X Policies issued, payment method, Discrete Responder All policies from Jan 09 - Feb IT (Bee Ting) 17-Mar-10 Extract all policies from
card payment method by region system 10 (Daily records) Responder system
region

% of policies with credit X Policies issued, payment method, Discrete Responder All policies from Jan 09 - Feb IT (Bee Ting) 17-Mar-10 Extract all policies from
card payment method by occupation system 10 (Daily records) Responder system
occupation

% of policies with credit X Policies issued, payment method, Discrete Responder All policies from Jan 09 - Feb IT (Bee Ting) 17-Mar-10 Extract all policies from
card payment method by sponsors system 10 (Daily records) Responder system
database sponsors

Emphasis on credit card X No of cases according to following
payment option at the point scenario :
of sales 1) TSR did not request for credit card
payment method first
2) TSR request for either credit card
or DD payment method
3) TSR did not inform customer of
availability of credit card payment
option
Samples are taken from each campaign for each month.
Sample size for each campaign is determined by:
Discrete Sales recording Data from Jan 09 - Feb 10, to GB & YB (Kay) 18-Mar-10 Random selection of
be compiled from the sales recording, update
recordings of each campaign findings manually in data
every month : gathering form (excel)
VIPS (RB - TSP) - at least 5
UTS (RB - TSP) - at least 10
UTS (RB - TCP) - at least 10
UTS (AFC - TSP) - at least 5
UTS (AFC - TCP) - at least 5
UTS (Celcom - TCP) - at least
3
UTS (BL - TCP) - at least 5

• Campaign volume (leads size) – the higher the volume,

the bigger the sample size
• If there are period where the results deflect from the
normal trend, more samples are gathered to ensure
accuracy
Causes Measurement – Credit Card Policies by Demographics

Take Up Rate of Credit Card Payment Method by Demographics

20%
Policies with Credit Card Payment Method (%)

18%

16%

14%

12%

10%

8%

6%

4%

2%

0%

State Policies with Credit Card Payment Method (%)

 Causes Measurement – Credit Card Policies by Occupation

Take Up Rate of Credit Card Payment Method by Occupation

Policies with Credit Card Payment Method (%)

14%

12%

10%

8%

6%

4%

2%

0%

Occupation
Policies with Credit Card Payment Method (%)
Causes Measurement – Credit Card Policies by Sponsors

Credit Card Policies Ratio by Database Sponsors

120%

100%

80%

60%
CC Ratio

40%

20%

0%

-20%
AFC BonusLink Celcom CIMB-Retail
Database Sponsor
Causes Measurement – Sales Enrollment (Priority in CC Payment Method)

Priority in Credit Card Payment Method During Sales Enrollment

90%
Request for Credit Card Payment Method First (%)

80% Hike following briefing to TSRs to

emphasize in credit card payment
70% option in Feb 09.

60% Results declined due to staff turnover

and movement of staff to campaigns
50% with other Insurer

40%

30%

20%

10%

0%
Jan-09 Feb-09 Mar-09 Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10

Request for Credit Card Payment Method First (%)

Policy Effective Date (Month)
Policies with Credit Card Payment Method (%)
 Data Collection Sheet
DMTM Policy Listing - % of policies with credit card payment method,
breakdown by region, occupation, sponsors
PolicyNumber InsuredMain ProductNAme POLStatus EffectiveDate X_ESG_SPONSOR X_ACCOUNT_TYPE Premium X_ESG_OCCUPATIONAL_CAT
State STATUS CHG DATE
CPR200800000479 ISKANDAR BIN SUPARDI Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 75 NULL Johor Darul Takzim 24-Sep-08
CPR200800000472 NURMASNIJAM BINTI JAMALUDIN Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 70 NULL Pahang Darul Makmur 17-Sep-08
CPR200800000471 EARMA EZA BINTI MOHAMAD SAGZIR Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 105 NULL Selangor Darul Ehsan 24-Sep-08
CPR200800000123 YUSNIATI BINTI MAJID Takaful Cancer Plan Cancel 18-Jul-08 CIMB DDA 48 NULL Kelantan 20-Aug-08
CPR200800000122 MOHD AZYZUL BIN YAHAYA Takaful Cancer Plan Cancel 18-Jul-08 CIMB DDA 36 NULL Selangor Darul Ehsan 20-Aug-08
CPR200800000121 NORLI BINTI ISMAIL Takaful Cancer Plan Cancel 18-Jul-08 CIMB DDA 48 NULL Kelantan 20-Aug-08
CPR200800000120 AZIZ BIN RAMLI Takaful Cancer Plan Cancel 18-Jul-08 CIMB DDA 36 NULL Selangor Darul Ehsan 20-Aug-08
CPR200800000116 ISKANDAR BIN SUPARDI Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 36 NULL Johor Darul Takzim 19-Aug-08
CPR200800000115 ARIFFIN BIN HUSSIN Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 36 NULL Selangor Darul Ehsan 19-Aug-08
CPR200800000114 JAMALUDDIN BIN HJ KARIM Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 48 NULL Selangor Darul Ehsan 19-Aug-08
CPR200800000113 MOHAMAD ISA BIN MOHAMAD ARIF Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 36 NULL Terengganu Darul Iman 19-Aug-08
CPR200800000112 ARHAM BIN MUHAMAD Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 36 NULL Selangor Darul Ehsan 19-Aug-08
CPR200800000111 HISHAM BIN JAMEN Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 36 NULL Pahang Darul Makmur 19-Aug-08
CPR200800000110 JOHARI BIN RAMLI Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 36 NULL Kuala Lumpur 19-Aug-08
CPR200800000109 NURMASNIJAM BINTI JAMALUDIN Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 48 NULL Pahang Darul Makmur 19-Aug-08
CPR200800000108 EARMA EZA BINTI MOHAMAD SAGZIR Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 48 NULL Selangor Darul Ehsan 19-Aug-08
CPR200800000107 MOHD HELMI BIN JAMIL Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 36 NULL Kuala Lumpur 19-Aug-08
CPR200800000105 AK SITI HAJAR BINTI A RAHIM Takaful Cancer Plan Cancel 16-Jul-08 CIMB DDA 48 NULL Selangor Darul Ehsan 19-Aug-08
CPR200800000103 MOHD SHARUL AZELIN BIN MAT JUSOH Takaful Cancer Plan Cancel 16-Jul-08 CIMB DDA 36 NULL Terengganu Darul Iman 19-Aug-08
CHR200800000334 SHAUKI DANIEL IQBAL BIN SHUKRI Takaful Child Protector Plan Cancel 17-Jul-08 CIMB DDA 40 NULL Perak Darul Ridzuan 24-Sep-08
CHR200800000333 SYAZWAN FARHAN BIN SYUKRI Takaful Child Protector Plan Cancel 17-Jul-08 CIMB DDA 40 NULL Perak Darul Ridzuan 24-Sep-08
CPR200800000771 AZIZ BIN RAMLI Takaful Cancer Plan Active 18-Jul-08 CIMB DDA 75 NULL Selangor Darul Ehsan 24-Nov-09
CPR200800000538 NURUL FIZA BINTI SELAMAT Takaful Cancer Plan Cancel 18-Jul-08 CIMB DDA 105 NULL Kuala Lumpur 27-Mar-09
CPR200800000537 YUSNIATI BINTI MAJID Takaful Cancer Plan Active 18-Jul-08 CIMB DDA 120 NULL Kelantan 19-Aug-08
CPR200800000536 MOHD AZYZUL BIN YAHAYA Takaful Cancer Plan Cancel 18-Jul-08 CIMB DDA 90 NULL Selangor Darul Ehsan 16-Oct-09
CPR200800000478 ARIFFIN BIN HUSSIN Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 75 NULL Selangor Darul Ehsan 17-Jun-09
CPR200800000477 JAMALUDDIN BIN HJ KARIM Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 120 NULL Selangor Darul Ehsan 14-Sep-09
CPR200800000476 MOHAMAD ISA BIN MOHAMAD ARIF Takaful Cancer Plan Active 17-Jul-08 CIMB DDA 75 NULL Terengganu Darul Iman 19-Aug-08
CPR200800000475 ARHAM BIN MUHAMAD Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 75 NULL Selangor Darul Ehsan 15-Oct-09
CPR200800000474 HISHAM BIN JAMEN Takaful Cancer Plan Pending 17-Jul-08 CIMB DDA 75 NULL Pahang Darul Makmur 18-Feb-10
CPR200800000473 JOHARI BIN RAMLI Takaful Cancer Plan Pending 17-Jul-08 CIMB DDA 75 NULL Kuala Lumpur 18-Feb-10
CPR200800000470 MOHD HELMI BIN JAMIL Takaful Cancer Plan Active 17-Jul-08 CIMB DDA 75 NULL Kuala Lumpur 28-Dec-09
CPR200800000469 AWANG MOHAMAD AZMI BIN AWANG AZIT Takaful Cancer Plan Cancel 17-Jul-08 CIMB DDA 50 NULL Kedah Darul Aman 17-Mar-09
CPR200800000466 AK SITI HAJAR BINTI A RAHIM Takaful Cancer Plan Cancel 16-Jul-08 CIMB DDA 70 NULL Selangor Darul Ehsan 15-Apr-09
CPR200800000465 SITI NOR BINTI ISMAIL Takaful Cancer Plan Cancel 16-Jul-08 CIMB DDA 120 NULL Johor Darul Takzim 14-Aug-09
CPR200800000464 MOHD SHARUL AZELIN BIN MAT JUSOH Takaful Cancer Plan Active 16-Jul-08 CIMB DDA 75 NULL Terengganu Darul Iman 20-Mar-09
CHR200800000798 NUR ALYA KHALIESA BINTI KHAIRUL ANUAR
Takaful Child Protector Plan Cancel 25-Jun-08 CIMB DDA 40 NULL Melaka 28-Jan-09
CHR200800000796 IMRAN SYAUQI BIN ABDUL RAHMAN Takaful Child Protector Plan Active 24-Jun-08 CIMB DDA 40 NULL Sarawak 27-Aug-08
CHR200800000332 NUR NAZALIA FATEHAH BINTI AZILAH Takaful Child Protector Plan Active 17-Jul-08 CIMB DDA 40 NULL Sarawak 24-Nov-09
CHR200800000331 NUR NAZATHUL AQMA BINTI AZILAH Takaful Child Protector Plan Active 17-Jul-08 CIMB DDA 40 NULL Sarawak 24-Nov-09
0 NATHALLIA ANAK TAWI Takaful Child Protector Plan Active 27-Jun-08 CIMB DDA 60 NULL Johor Darul Takzim 27-Aug-08
CHR200800000799 MOHAMED UZAIR SYAH BIN MOHAMED ISMAIL
Takaful Child Protector Plan Cancel 25-Jun-08 CIMB DDA 40 NULL Pulau Pinang 23-Feb-09
CHR200800000330 HAFIFI SYAHIRA BINTI ABDUL HALIM Takaful Child Protector Plan Cancel 17-Jul-08 CIMB DDA 40 NULL Johor Darul Takzim 24-Sep-08
CHR200800000329 MUHAMMAD HANIF ASYRAF BIN ABDUL HALIM
Takaful Child Protector Plan Cancel 17-Jul-08 CIMB DDA 40 NULL Johor Darul Takzim 24-Sep-08
CHR200800000328 DWAYNE MORAINE ANAK JOSETIN Takaful Child Protector Plan Active 17-Jul-08 CIMB DDA 60 NULL Sarawak 6-Aug-08
CHR200800000327 WAN HARITH ISKANDAR BIN WAN ROSLAN Takaful Child Protector Plan Active 17-Jul-08 CIMB DDA 40 NULL Selangor Darul Ehsan 26-Aug-08
CHR200800000326 NUR FARHANAH BINTI MOHD FADZLI Takaful Child Protector Plan Cancel 17-Jul-08 CIMB DDA 40 NULL Selangor Darul Ehsan 15-Jan-09
CHR200800000325 MUHAMMAD SHAHIR BIN MOHD FADZLI Takaful Child Protector Plan Cancel 17-Jul-08 CIMB DDA 40 NULL Selangor Darul Ehsan 15-Jan-09
 Data Collection Sheet
Emphasis on credit card payment option at the point of sales
Call centre Sponsor Campaign Sales Date Month Filename Findings Enrollment Results Remark
UTS RB TSP 3-Nov-09 Nov-09 SUPPAMANDAMAYANTI AP TAMILARASAM 10 / 2349@311009122046 ask if customer wants cc/dda DDA N
UTS RB TSP 26-Oct-09 Oct-09 SAIMAN BIN KAMIN / 2309@261009102729 did not ask for cc DDA N
UTS RB TCP 13-Mar-09 Mar-09 Samindan A/l Papen Oodiar / 2001@130309150438 ask for cc first CC Y
UTS RB TCP 16-Sep-09 Sep-09 ROSLAWATI BINTI YAHYA / 2110@160909122805 ask for cc first DDA Y
VIPS RB TSP 11-Jun-09 Jun-09 ZAIHANA BINTI ABDUL MALEK_830924055080_6112009 112825 AM did not ask for cc DDA N asked in the beginning, but proceed to req for DDA only during enrollment
UTS RB TCP 21-Apr-09 Apr-09 TAN ZIEN LAI / 2001@280409101422 ask if customer wants cc/dda CC N
UTS RB TCP 9-Oct-09 Oct-09 TEH GEK MOI / 2103@091009165028 did not ask for cc DDA N
UTS AFC TCP 27-Jul-09 Jul-09 MEGAWATI ABIN / 2504@220709174506 ask if customer wants cc/dda DDA N
UTS RB TCP 13-Mar-09 Mar-09 AMIR BIN ABDAN / 2004@130309104653 ask if customer wants cc/dda CC N
UTS RB TSP 28-Sep-09 Sep-09 LIM SOK KIAN / 2303@280909121342 did not ask for cc DDA N
UTS BonusLink TCP 26-Jan-10 Jan-10 MAZURA BT CHE OTHMAN / 16009@260110153013 ask if customer wants cc/dda DDA N encourage DDA
UTS RB TCP 22-Jul-09 Jul-09 NURHASLINDA BINTI ANUAR / 2058@220709105036 ask if customer wants cc/dda DDA N
UTS RB TCP 27-Jul-09 Jul-09 MORTADA BIN JAYA / 2050@270709153542 ask if customer wants cc/dda DDA N
VIPS RB TED 29-Jan-09 Jan-09 MOHD RIZALMAN B.MOHD ISA / 2022_20090129_155832 did not ask for cc DDA N
VIPS RB TED 21-Jan-09 Jan-09 SELASIAH BINTI MD ISA / OUT2002-20090121-183722-1232534242.51936 did not ask for cc DDA N
VIPS RB TED 17-Jan-09 Jan-09 CITRA AP PALANISAMY_760423145722_232009 111710 AM ask for cc first DDA Y
VIPS RB TED 29-Jan-09 Jan-09 EMIE YANTIE BINTI MOHAMED_781003065542_1292009 21849 PM ask for cc first DDA Y
VIPS RB TED 19-Jan-09 Jan-09 FEONA ANAK AN`YAN_810629135960_1192009 22700 PM did not ask for cc DDA N
VIPS RB TED 12-Feb-09 Feb-09 SHAMSIAH BINTI MD YATIN / MD ZULHILMI BIN MAT JUNOS_840308015957_2122009
did not ask 31806
for cc PM DDA N
VIPS RB TED 5-Feb-09 Feb-09 AHMAD FIRDAUS BIN MUNTAHA_830413015861_252009 122842 PM ask for cc first DDA Y
VIPS RB TED 17-Feb-09 Feb-09 AZLINA BINTI MAT ZAHAR_821027065778_2172009 51232 PM did not ask for cc DDA N
VIPS RB TED 27-Feb-09 Feb-09 FAMALA ROSE AP LURTHUSAMY_830317085114_2272009 33740 PM ask for cc first DDA Y
VIPS RB TED 17-Feb-09 Feb-09 KELLY AYU ANAK SMAIL_820531135398_2172009 41048 PM ask for cc first DDA Y
VIPS RB TED 16-Feb-09 Feb-09 MOHAMMAD AHYAR BIN ZULKEFLI_840219016405_2162009 103911 AM did not ask for cc DDA N
VIPS RB TED 12-Feb-09 Feb-09 MOHD HAFIEZAL BIN MOHD BAKRI_840717115895_2122009 60939 PM did not ask for cc DDA N
VIPS RB TED 27-Feb-09 Feb-09 RAZLYN BINTI ABD RAZAK_840301125774_2272009 104734 AM did not ask for cc DDA N
VIPS RB TED 4-Mar-09 Mar-09 ABDUL RAHMAN BIN AHMAD_851231145721_342009 102639 AM ask for cc first DDA Y
VIPS RB TED 10-Mar-09 Mar-09 ASRI BIN ABAS_850915105849_3102009 123315 PM ask for cc first DDA Y
VIPS RB TED 24-Mar-09 Mar-09 FEUNA ANASIUS JOITUN_830907125534_3242009 121606 PM ask for cc first DDA Y
VIPS RB TED 10-Mar-10 Mar-09 JAYA SANGARY AP MUNIANDY_781108105248_3102009 95819 AM ask for cc first DDA Y
VIPS RB TED 24-Mar-10 Mar-09 MARDHIAH BINTI ABDUL MAJID_840129145158_3232009 32820 PM did not ask for cc DDA N
VIPS RB TED 18-Mar-10 Mar-09 MOHD FADZLI BIN MOHD SALLEH_830730016251_3182009 120314 PM ask for cc first DDA Y
VIPS RB TED 3-Mar-09 Mar-09 MOHD NORDIN BIN NASRON_840519105207_332009 64702 PM ask for cc first DDA Y
VIPS RB TED 20-Mar-09 Mar-09 MUTHU KUMAR AL SETHU_840429055461_3202009 34521 PM ask for cc first DDA Y tried to encourage cc
VIPS RB TED 23-Apr-09 Apr-09 AMINAH BINTI MAHADI_540522045108_4232009 114605 AM ask if customer wants cc/dda DDA N
VIPS RB TED 1-Apr-09 Apr-09 HAMIDAH BINTI AHMAD_860710025262_412009 25339 PM ask for cc first DDA Y
VIPS RB TED 16-Apr-09 Apr-09 MASJUDI BIN BAHARAM_5482100_4162009 22959 PM did not ask for cc DDA N
VIPS RB TED 16-Apr-09 Apr-09 NILAH BINTI AG AHMAD_750325125462_4162009 30751 PM ask for cc first DDA Y
VIPS RB TED 16-Apr-09 Apr-09 ROSLIE BIN ABDUL RAHMAN_800518125891_4162009 63139 PM ask for cc first DDA Y
VIPS RB TED 6-May-09 May-09 JAH FARIDAH BINTI BEDU_651224065364_562009 115718 AM ask for cc first DDA Y
VIPS RB TED 4-May-09 May-09 MOHD MAZLAN BIN GULAM MOHD_850117115225_542009 40536 PM ask for cc first DDA Y
VIPS RB TED 5-May-09 May-09 NUR FATIMAH BINTI RAZALI_830706036156_552009 42136 PM did not ask for cc DDA N
VIPS RB TED 7-May-09 May-09 SAMSURIANI BINTI SAMIAAN_820918105070_572009 63854 PM ask for cc first DDA Y
VIPS RB TED 6-May-09 May-09 ZUBAIR BIN SAMAT_640811095169_562009 40532 PM did not ask for cc DDA N
UTS RB TCP 18-Feb-09 Feb-09 ABDUL MUTALIB BIN AWANG / 2051@180209100841 did not ask for cc DDA N
UTS RB TCP 19-Feb-09 Feb-09 SAPRI BIN PUTEH / 2002@190209092739 ask if customer wants cc/dda DDA N
UTS RB TCP 20-Feb-09 Feb-09 SITI ZAHIRA BINTI ISMAIL / 2021@200209173004 ask if customer wants cc/dda DDA N
UTS RB TCP 21-Feb-09 Feb-09 LAZARUS BIN POUMI / 2059@210209122333 did not ask for cc DDA N
UTS RB TCP 23-Feb-09 Feb-09 JIM ANAK AMER / 2063@230209180637 did not ask for cc DDA N
UTS RB TCP 24-Feb-09 Feb-09 SHAMINI AP SAKA DEVAN / 2063@210209113849 did not ask for cc DDA N
UTS RB TCP 25-Feb-09 Feb-09 UMIKALSOM BINTI HADNAN / 2058@250209171315 ask for cc first CC Y
UTS RB TCP 26-Feb-09 Feb-09 ASIMAH BINTI MOHAMAD / 2002@260209171728 ask for cc first DDA Y
UTS RB TCP 27-Feb-09 Feb-09 MOHD ISA BIN BAHAROM / 2043@270209171321 ask for cc first DDA Y
UTS RB TCP 28-Feb-09 Feb-09 NORAINI BINTI JAFAR / 2058@280209094433 ask for cc first DDA Y
VIPS RB TSP 26-May-09 May-09 CHEW WEN NEE_850321075400_5262009 65409 PM ask for cc first DDA Y
VIPS RB TSP 19-May-09 May-09 KHALIL RAHIME BIN KHAIRI_860715355527_5192009 35743 PM did not ask for cc DDA N
VIPS RB TSP 22-May-09 May-09 MOHD HADZLI BIN AHMAD_841229075673_5222009 65457 PM did not ask for cc DDA N
 Z Value calculation
Policies with credit card payment method in DMTM portfolio Policies with credit card payment method (%)

Count = 335
Mean = 0.115502
100 Stdev = 0.129349
Range = 0.66
80
Minimum = 0
60
25th Percentile (Q1) = 0.051195
40 50th Percentile (Median) = 0.076923
75th Percentile (Q3) = 0.123288
20 Maximum = 0.65625

0 95% CI Mean = 0.10 to 0.13

95% CI Sigma = 0.12 to 0.14
0%

4%

15%

33%

36%

58%

66%
7%

11%

18%

22%

26%

29%

40%

44%

47%

51%

55%

62%
Policies with credit card payment method (%) Anderson-Darling Normality Test:
SigmaXLChartSheet A-Squared = 36.286; P-value = 0.0000
Process Sigma Calculator - Continuous Data

Enter Mean: X-bar 0.115502

Enter Standard Deviation: S 0.129349

Enter USL:

Enter LSL: 0.25

Expected ppm > USL

Expected % > USL

Expected ppm < LSL 850785.2

Expected % < LSL 85.08%

Yield % 14.92%

Sigma Level 0.46

 Value Analysis – Pre-Sales & Sales Process Map

DB SPONSOR DMTM SALES CALL CENTRE

IT/Admin TSR QA
Start
VE VE NVA
VE VE
Establish Upload KPI
Database Sales Call Recovery
selection & database
extraction
criteria
No

Forward Speak
3rd No to Succee
database attem
custom
pt ? d?
& KPI VE er ?
Yes Yes No Yes
Password for database access NVA NVA
VA
Product
Abandon Abandon
presentation

VA VE
Attem No Yes
Agr Quality
pt to Enroll
VA 15%
B save ? ee assurance
to
buy ** TSR prompt for
? CC enrollment..
VE 62% VE VA DDA is 2nd option
Pas No
Generate Objection
s?
sales file Handling
NVA 23%
Yes
Value Analysis – Unsuccessful Billing Collection / Conservation Process Map

Start
VA 29%
VE VE
Update Yes Succe
VE 71%
ss ?
Billing
system
NVA 0%
No

VE
8th No
attemp Send list to call
t? centers

Yes
No
Yes

VA VE
Generate & Generate
No
send reminder unsuccessful NB ? RB ?
letter listing

Yes

VE VA
Conservation
Distribute list to
call to
DMTM CS
policyholders
DMTM performs billing on daily basis

End
 Project Execution Plan

Stage Task Start Date Completion Date Duration (No. of days) Key Person(s)
DEFINE Training 22 Feb 10 23 Feb 10 (2) GB, Trainer
Determining project scope 23 Feb 10 25 Feb 10 (3) GB, Champion, BB
Measurement - Billing Performance 25 Feb 10 26 Feb 10 (2) GB, YB (Kay)
SIPOC & Process Mapping 25 Feb 10 28 Feb 10 (4) GB, YB (Kay)
Measurement - Unsuccessful Billing Reasons 09 Mar 10 12 Mar 10 (4) GB, YB (Kay)
Research on credit cardholders in M'sia 08 Mar 10 09 Mar 10 (2) GB
Identifying financial benefits & projections 08 Mar 10 10 Mar 10 (3) GB
Review with Champion 11 Mar 10 11 Mar 10 (1) GB, Champion
Tollgate 12 Mar 10 12 Mar 10 (1) GB, Champion
MEASURE Training 15 Mar 10 16 Mar 10 (2) GB, Trainer
Constructing fish bone diagram 16 Mar 10 18 Mar 10 (3) GB, YB (Kay), Call centre
Determining FMEA 16 Mar 10 18 Mar 10 (3) GB, YB (Kay), Call centre
Data Collection : % of policies with cc payment method 22 Mar 10 25 Mar 10 (4) GB, IT (Bee Ting)
Data Collection : % of policies with cc payment method by region 22 Mar 10 25 Mar 10 (4) GB, IT (Bee Ting)
Data Collection : % of policies with cc payment method by occupation 22 Mar 10 25 Mar 10 (4) GB, IT (Bee Ting)
Data Collection : % of policies with cc payment method by sponsor 22 Mar 10 25 Mar 10 (4) GB, IT (Bee Ting)
Data Collection : Emphasis on cc payment option at the point of sales 25 Mar 10 11 Apr 10 (18) GB
Z-value calculation 26 Mar 10 26 Mar 10 (1) GB
Perform Value Analysis 07 Apr 10 10 Apr 10 (4) GB, YB (Kay)
Identify quick wins 08 Apr 10 08 Apr 10 (1) GB, YB (Kay)
Identify issues / barrier 08 Apr 10 08 Apr 10 (1) GB
Review with Champion 12 Apr 10 12 Apr 10 (1) GB, Champion
Tollgate 14 Apr 10 14 Apr 10 (1) GB, Champion, YB (Kay)
ANALYSE Training 29 Mar 10 30 Mar 10 (2) GB, Trainer

Tollgate 05 May 10 05 May 10 (1) GB, Champion, YB (Kay)

IMPROVE Training 19 Apr 10 20 Apr 10 (2) GB, Trainer

Tollgate 26 May 10 26 May 10 (1) GB, Champion, YB (Kay)

CONTROL Training 10 May 10 11 May 10 (2) GB, Trainer
 Issues / Barriers
Issues / Barriers

1 System limitation
- Data extraction could only be done after working hours so that system performance
is not interrupted & affecting daily operations

2 Data gathering
- Data gathered from surveys with various sources is required. Co-operation of sources
to provide accurate info within the limited timeline
- Sampling from the massive population

3 Data availability
- Absent of historical data, making potentially significant Xs from being accurately
identified and measured

4 Dependencies in external parties in improvement / control phase

- Improvement to certain Xs (database criteria) could be highly dependent on the
sponsors
- Sponsors themselves might have their own limitations – availability of database,
manpower, expertise to support us
 “Just-Do-It”

Targeted Targeted
Actions Completion Key Person(s)
Start Date
Date

Revamp telemarketing 22 April 2010 30 April 2010 GB, Campaign

script to make it Manager, Team
compulsory for TSRs to Leader
request for credit card as
first payment option.

Training & coaching to 3 May 2010 7 May 2010 GB, Campaign

educate TSRs ways to Manager, Training
entice customers to opt for Manager, Team
credit card payment Leader, TSRs
method and strengthen
objection handling