Quality framework
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The document outlines Iron Mountain Legal Discovery's efforts to improve service delivery quality from 2009-2011, including establishing quality control processes, implementing a Six Sigma measurement framework, consulting on process improvement, and achieving higher customer satisfaction scores and productivity through training and audits. Key achievements included reducing rework costs and improving first-time resolution rates and overall quality above 95%. Future plans include expanding the service delivery quality scope and aligning more closely with engineering, products, and global standards.
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Quality framework
- 1. Service Delivery Quality IRON MOUNTAIN LEGAL DISCOVERYac
- 2. SDQ Framework2011 – Road Map2010 – Quality AssuranceDashboarding
- 3. Quality
- 4. L1/L2/L3, TAT, Productivity
- 5. Engineering
- 6. Outside in Perspective
- 7. CSAT, SDSAT, Customer Feedback
- 9. CAPA – Process champions
- 11. Metrics Automation 2009 – Quality ControlDefine QC checklists
- 12. Six sigma Measurement frameworkSDQ Engagement & ConsultingProcess ImprovementFTR
- 13. TAT
- 14. Problem Mgmt
- 15. Six σYellow Belt ProjectsAnalysisProduct Roadmap Engagement
- 16. Analysis
- 17. Custom work, TTR, Billable effortCultureTraining & Skills- Six σ, ITIL, Lean
- 18. Audits – Process, Functional, Technical
- 19. Management by measurementAchievements and HighlightsEnd-to-End Coverage on cost, quality and time trio ImpactCost of Rework (12-15% )FTR increased to 90% from 80%Overall Quality for all teams is >95%CSATCSAT % improved from < 80% to > 90%Observed +22% NPS in 2010 Mentored more than 15 Six σyellow belt projectsMore than 40 employees trained on ITIL
- 20. SDQ RoadmapBusiness Process CoEExpand the SDQ scope to other Product LinesIncrease involvement with Engineering and Product ManagementAlign with Global Standards teamFocusAlign IT services to ITIL framework, ISO 20000 certificationBring Lean methodology for productivityEstablish Audit practicesCRM best practices – Align with Enterprise strategyData Mining & Business Analytics
- 21. Business AnalyticsFactor AnalysisPredictive ModelingTrend AnalysisForecastingRisk ModelingDashboardingMetrics, Reporting