Kaizen Sop - BPS
Kaizen Sop - BPS
Copyright © 2020, Tech Mahindra Business Process Services. All rights reserved.
Company-Confidential KAIZEN SOP – BPS
Table of Contents
1. PURPOSE..................................................................................................................................... 3
2. SCOPE.......................................................................................................................................... 3
3. ACRONYMS AND DEFINITIONS ................................................................................................. 3
4. PROCEDURE ............................................................................................................................... 3
4.1 OBJECTIVES............................................................................................................................... 3
4.2 FLOW CHART ............................................................................................................................. 3
4.3 PROCESS DESCRIPTION ............................................................................................................. 4
4.4 RACI MATRIX ............................................................................................................................ 6
5. CHECKLIST FOR APPROVNG KAIZEN...................................................................................... 6
6. METRIC TO MEASURE EFFECTIVENESS OF THE PROGRAM............................................... 7
7. MONITORING MECHANISM........................................................................................................ 7
8. AWARENESS & POPULARITY .................................................................................................... 7
9. APPENDIX .................................................................................................................................... 7
10. DOCUMENT HISTORY ................................................................................................................ 7
1. PURPOSE
The purpose of this document is to provide a guideline for initiating and executing KAIZEN projects in
Tech M BPS.
2. SCOPE
The entire BPS business, across every location out of which any engagements operate, comes under
the purview of this documented SOP.
4. PROCEDURE
4.1 OBJECTIVES
A KAIZEN is small, incremental improvement project. In order to identify a KAIZEN project. The
following types of projects are eligible for submission under KAIZEN:
1. Operational Improvement: Gaps in how processes are actually carried out and how they are
supposed to be carried out.
2. Script based small automation to eliminate wastes
Data or artifacts shall be collected based on the gap or issue identified to understand the current
situation or performance level. Although it is not necessary that a metric is defined, but if there is a
scope of a metric definition, it is highly recommended to define the metric and collect data to
understand the current performance of metric. Such an approach makes the improvement initiative
very objective.
Formulate actions
In order to formulate an action, root cause analysis needs to be done through a quick brainstorming
session. Based on the identified root cause(s), one or more actions need to be taken up for
implementation.
The formulated action plans need to be implemented in the process. For example –
a) If the solution identified is a tweak in the way certain activities are carried out, then the tweak or
change in the process has to be updated in the SOP / WI; thereafter the change shall be
communicated to the entire team; if needed, brief trainings shall be provided; and then it shall be
verified that everyone has understood the tweak in the process.
b) If the action is about developing a macro automation, the macro shall be written; then rigorously
tested by running with dummy inputs; then tested on real inputs (but isolated from live work); and
then deployed in live work.
Demonstrate improvement
After the solution has been implemented, data or artifacts shall be collected from the same area as
was done before the solution implementation. This is to show that the situation has indeed improved
after the implementation of the action plan. In case a metric has been defined, it is recommended to
show improvements in form of “before—after” run charts or even better, control charts.
It is imperative in any improvement project that monitoring mechanism of the improved state / metric
shall be established to ensure sustenance of the improvement achieved. So, a sustenance plan
needs to be formulated.
Obtain approval
The improvement shall be demonstrated to the manger in the line (U4 & above) and an email
approval needs to be obtained. This email is mandatory for registering KAIZEN in the portal (ref. sub-
section “Register in KAIZEN tool”).
It is possible that the improvement initiative results in some monetary savings and thus benefits Tech
M BPS, financially. In such cases, an objective and precise calculation of the savings shall be done,
and explained to the Finance department to obtain email approval from them. This email is also
mandatory for KAIZEN registration, if financial benefit is claimed out of the project (ref. Appendix for
more details.
Prepare PPT
NOTE: Item #1 & #2, from the above list, are mandatory for all KAIZENs. Item #3 is mandatory
only if financial benefit is claimed out of the project.
The detail of how to register a KAIZEN in the tool has been discussed in the Appendix
Once the KAIZEN is registered by the team, the line manager (U4 & above) need to approve the
KAIZEN in the tool. The detail of how to approve a KAIZEN in the tool has been discussed in the
Appendix. Also, under Section 5, a checklist of what to check while approving KAIZEN has been
given.
Download certificate
After approval from the line manager in the tool, KAIZEN certificates can be downloaded from tool by
the team members. The process of downloading certificate has been discussed in the Appendix.
The following aspects need to be addressed while approving a KAIZEN project. These checks are
initiated by the KAIZEN tool during approval of the KAIZEN:
Does the problem statement have required components: What, Where, When, Magnitude and,
Impact (3WMI principle met)?
Has Root Cause Analysis been done?
Does the action plan address the root cause?
Yearly targets are set up for the number of KAIZENs to be submitted. The progress of the
submissions as per target is monitored as given in Section 7.
7. MONITORING MECHANISM
The following reports are published by 10th of every month for monitoring purpose:
The following activities are carried out to spread awareness and enhancement of popularity of the
program:
Monthly internal communication is sent out by the IC team to spread awareness. The content
of this communication is developed by Corporate Quality team in conjunction with the IC
team.
The program manager as well as the location Corporate Quality SPOCs conducts roadshows
and brief interactive sessions to popularize the program and its benefits for both the
organization and the associates.
9. APPENDIX
KAIZEN Tool can be accessible from within Tech M BPS network using the following URL:
http://10.25.1.51:9085/Login.aspx
KAIZEN Tool can be accessible from outside Tech M BPS network (i.e., using any internet
connection) using the following URL:
https://krystalzeal.techmahindra.com/Kaizen_New/Kaizen/