1 Six Sigma Concept Principles We Abide By Customer Satisfaction - PDF document

Bharti Group Diverse business portfolio. − Bharti Airtel, a global telecommunication brand, is the flagship company of Bharti Enterprises − Bharti Retail Pvt Ltd − Bharti Retail Pvt. Ltd.- Retail business with Wal-Mart Retail business with Wal Mart − Field Fresh-an international venture to export freshagri products exclusively to Europe and USA. Achieving Business Excellence − Bharti AXA - Insurance Company under a joint venture Enterprise Services with AXA Arun Malik 2 The Company...Bharti Airtel – An Integrated Telco Bharti Airtel - positioning in the world and India 3 rd LARGEST wireless operator in the world 1 � Wireless Services � Enterprise Services � 2G/3G � Carriers LARGEST private INTEGRATED telecom company in India � Rural Market � Corporate � Sri Lanka 6 th LARGEST INTEGRATED telecom operator in the world � Passive Infrastructure � Passive Infrastructure � Telemedia Services � Telemedia Services LARGEST WIRELESS operator in India LARGEST WIRELESS operator in India Services � Fixed Line LARGEST private FIXED LINE operator in India � Broadband � DTH (Media)/IPTV LARGEST operator in NLD, ILD and VSAT business LARGEST TELECOM company listed on Indian Stock Exchanges Fully integrated telecom player offering end to end solutions Note: (1) 3 rd largest wireless operator in the world refers to in-country (single country) operator based on the number of subscribers. 3 4 Bharti Airtel – Leadership in business Recent Honours Our Manifesto for Change Bharti Airtel and IFFCO JV Rated as the ‘ Strongest Brand’ Adjudged Wireless Service bagged the “ Best Content in the Economic Times- Brand Provider of the Year 2009 - Service” award and Gujrat E- Finance ‘Brand Power Frost & Sullivan Asia Pacific Gram project executed by (the only corporate brand to be awarded the ICT Awards Bharti Airtel won “ Best AAA rating) ( in recognition of innovation, vision , Project Management” award strategy and profitability) at the world Communications Awards at London Best Cellular Service Provider and Best VSAT & Sunil Bharti Mittal, Chairman & Group NLD player Service Voted as the India’s Most CEO CEO Provider at the 2009 Voice Innovative company in a • Honorary degree of Doctor of Laws by & Data 100 Awards survey conducted by Wall University of Leeds (UK) in 2009 Street Journal • T enth Lal Bahadur Shastri National Award by the Hon’ble President of India in 2009 Best Global Wholesale Akhil Gupta, Deputy Group CEO & MD Carrier for 2009 at the Rated as India's Best • CA Business Achiever Award by Telecoms World Awards Enterprise Connectivity Institute of Chartered Accountants of India . Middle East. Provider for 2009 at the Sarvjit Dhillon, Group Director annual Users’ Choice Awards • Best Performing CFO in Telecom instituted by PC Quest. sector by CNBC-TV18 in Mar’09 5 6 1

Six Sigma Concept Principles We Abide By • Customer Satisfaction Annual Planning Leadership Development Campaign Planning Sponsor Training, Champion Training - Six Sigma Scorecard Development Coaching Skills - ITIL – Incident & Problem Management - Outsourcing (Choosing the Best in Class) - New Product Development Team Charters Project Selection • Consistency Resource Allocation Six Sigma I mprovement Teams Teams / Project Work - Certification Best Practices Mentoring » TL 9000 » BCP DR » BCP DR Bl Black Belt, Green Belt Development k B lt G B lt D l t » ISO 27001 Project Work Action Turbo - CAG Mentoring Team Project Review - Internal Audit - Process Portal Green /Black Belt Ongoing Black Belt Development Team • Continual Change & Improvement - Paradigm Shift – Seven Habits Targeted Savings Reached & process Sustainable - Six Sigma – YB/GB/BB - Knowledge Management & Best Practice Creates line of Site for each to align to Goals & Objectives 7 8 Meeting Customer RFS Experience Sharing p g Enterprise Services Bharti Airtel Limited 9 10 Big Y Deployment Glossary – Terms used in the Project Small Y Big Y • CSMM – Customer Satisfaction Management & Measurement 1.Share of Wallet • RFS - First in RMS of total enterprise communications Request for Service services portfolio, by at least a 5% margin • MOCN – Master Order Control Number 2. Penetration • NIO – Network Implementation Order Penetrate 100% of India’s Top 500 Enterprise/Carrier • PO – Purchase Order customers, and 90% of the next 2000 customers Be the Undisputed p • AM - Account manager AM A t leader 3. Trusted partner : in Enterprise Telecom Should move up the ladder in customer value • PM – Project Manager portfolio by 2013 chain from preferred supplier To trusted partner • COPC – Central Order Processing Cell 4. Lead by Innovation & Transformation • CAF – Customer Agreement Form Use existing & new product to bring speed, scale & efficiency to newer areas of business Highest New • CRM – Customer Relationship Management Products growth across all competition. 5. Process Capability Enhance process capability of Key support system 11 12 2

Meeting Customer RFS – Define Phase Meeting Customer RFS – Define Phase Business Case : Problem Statement : Sales & Operations wing of Enterprise Service under the B2B arm of Bharti Airtel The trend of % timely delivery of links from Apr`08 to Sep`08 was stagnant at is serving Top 2500+ Companies in India 60% which was affecting customer business and satisfaction both. The timely delivery of link/service to customer is imperative to retain its brand ( H1`07~08 to H1`08~09 CSMM was 83 ~ 80 respectively) identity of preferred and trusted partner In the past 06 months (Apr`08~Sep`08) approximately 5000 links were delivered % RFS Delivery Customer Satisfaction Index - CSMM out of which the timely delivery of services was observed in the range of 60% 70 90 very which is an obvious opportunity to enhance process capability and contribute in which is an obvious opportunity to enhance process capability and contribute in 65 % RFS Deliv x CSI Index 85 85 the effective Big Y deployment 60 80 55 75 50 H1`07~08 H2`07~08 H1`08~09 Apr'08 May'08 Jun'08 Jul'08 Aug'08 Sep'08 Track By ensuring enhanced Month Process capability and Goal Statement : becoming a Trusted Partner To achieve 90% timely delivery of links/services as per customer RFS by Mar`09 and monitor and sustain it to this level for minimum 6 months i.e up to Aug`09 13 14 Meeting Customer RFS – Measure Phase Meeting Customer RFS – Analyze Phase What are the causes of variation in Timely delivery of link ? • What is the process capability? Process Capability Analysis for % RFS Project Related C P = 0.56 LSL USL Factory related ( feasibility) How does this relate to C PK = - 0.99 Within Overall • Z LT (Long Term) and Potential (Within) Capability Cp 0.56 • Z ST (Short Term) Timely Link CPU 2.12 CPL -0.99 delivery Cpk -0.99 50 60 70 80 90 Cpm * Overall Capability Observed Performance Exp. "Within" Performance Exp. "Overall" Performance � Z LT = (C pk x 3) = - 2.97 σ Process Pp 0.73 PPM < LSL 1000000.00 PPM < LSL 998512.94 PPM < LSL 999941.94 PPU 2.75 PPM > USL 0.00 PPM > USL 0.00 PPM > USL 0.00 PPL -1.28 PPM Total 1000000.00 PPM Total 998512.94 PPM Total 999941.94 � Z ST = (C p x 3) = 1.68 σ Process Ppk -1.28 MOCN related Customer Readiness related Goal: Reduce the variation and move the average in Customer Link delivery Goal: How to move beyond 75% achievement and achieve 90% to sustain 15 16 Meeting Customer RFS – Analyze Phase Meeting Customer RFS – Analyze Phase Let us understand the Control Impact relationship of Causes Let us also understand the O2C (order to commissioning) value stream Control Low High • Customer R elated High X Days 3 Days 1 Days 3 Days 0~1 Day • MOCN R elease R elated • Factory R elated (Feasibility ) NIO PM Approval MOCN Project Project PO Date Submission release Kick off Delivery • Proj ect R elated Impact X days are variable and dependent on timeliness of previous stages also Low PO ~ MOCN stages are critical milestones for timely delivery of link 17 18 3