To do DOE in call center is relatively simplery once you have a clear definition of your factors. Lets say you want to improve the response time when the person answers the call or you may want to reduce the cycle time for resolution. So your Y response time or resolution time. The various X factors could be considered over an hour or over a given…[Read more]
AP replied to the topic understanding mixed effects plots in ANOVA (minitab) in the forum General 15 years, 1 month ago
Show me data!
AP replied to the topic [Statistics] How to find the most influential factor in the forum General 15 years, 1 month ago
Why don’t you use MLR (Y and Xs are continuous) and do some residual analysis ?
Once your regression model is good, you can focus on values of constant of Xs of equation. This is one which will tell you about association of Xs with Y only.
Now conduct DOE and use the equation of DOE to see which X impacts most your Y.
First as-is.Please ensure as-is is not a theoretical one based on your knowledge and experience made in a meeting room.WALK-THROUGH THE PROCESS and map everything.
Should-be should be fall-out from As-is after applying logic and process improvement .
Your advice for improving the process is genuine and is well taken. However still I am interested in understanding to follow the best way for computing the Sample Size (QC Size) based on the number given in first Post.
The way I see soft cost savings, I imagine them to be related to time saved of employees, multiplied by the employees’ respective salaries. That is, the reduction of headcount through the improvement of processes.
Many times, you will not fire or let go of employees, just make them more efficient, freeing up time for them to do other things. So I…[Read more]