Building In Quality Assurance Data Entry Errors

1. Scope & Application:

This particular document is having a defined scope of common data entry errors in BPO industry, specific to domain related Healthcare, Insurance, F&A, and BFSI.

2. Definition:

A data entry error in general is defined as non conformance of client standards against the required standards defined for the particular field / & or document. Non conformance might be either partial, invalid, blank entry against the required input or desired output for a particular field & or document.

3 Cause & Effects of Data Entry Error

3.1 Common Cause of Data Entry Errors:

3.1.1 Poor Keyboard Skills / Software Navigation Skills

3.1.2 Heterogeneous Document Types (with Inherent Process Variation)

3.1.3 Unavailability of data mining, data validation for the respective keyable fields (Poka Yoke).

3.1.4 Non deployment of Double Data Entry (Key Verify) or (Key Verify Mismatch) (RTY, FTQ)

3.1.5 Non measurement of Process Capability & or Process Performance Index (Cp, Cpk, Pp, Ppk)

3.2 Mother Nature Challenges of Data Entry Errors

3.2.1 Shorter or Frequently revised TAKT time against the standard baseline.

3.2.2 Unavailability or Poor Forecasting tools Volume versus Actuals versus Completed.

3.2.3 Attrition, Learning Curve Defects, Frequent Change in process.

3.2.4 Frequent revision of cycle time against the standard baseline (Cost & Industrial Savings).

3.2.5 Unavailability or Poor Due Diligence to baseline the Accuracy SLA

3.2.6 Non Definition of Recovery Period against Process Change Requests (Client / Internal).

3.3 Root Cause Of Data Entry Errors

3.3.1 Unavailability or Poor Simulation Training prior to real time processing (Visual Factory).

3.3.2 Unavailability Of Preventive Action tool kits (Process, Design, and System- PFMEA)

3.3.3 Customized or Non Integrated Client Software in the end user keying environment.

4 Common Categories of Data Entry Error:

4.1 Partial Entry

4.2 Invalid / Incorrect Entry

4.3 Blank Entry

5. Quick Fixes to Avoid Data Entry Errors

5.1 Creating a double data entry (Key ,Verify, Mismatch) for all critical keyable fields.

5.2 Visual Factory (Error Albums, Defect Directory, Definition of COPQ)

5.3 Creation of Internal Simulation / Replication of Client Software, VBA Applications.

5.4 Using technology tools like SNAGIT, WORKSPACE MACROS for process monitoring.