Most of the difficult situations Black Belts face in their day-to-day work are not related to the application of a specific Six Sigma tool, but rather to change or project management issues. For example, issues […]
A great article from Arne… for consideration when resolving difficult situations from change and project related management issues with establishing a reflection team system to cap the knowledge and experience of their peers and the identification of the key root causes and formalize with this structured collative problem solving approach….cheers Ralph
I appreciated this article, This kind of approach is strongly usefull on our daily challenges as Black Belts.
I would like to let you know that I’ll try put it on work in my company as soon as I can.
Hugs from Brazil
Excellent article! After reading and thinking about this, it could apply to any belt to have this kind of peer consultation.
Nicely written article.
Normally distributed data is needed to use a number of statistical analysis tools, such as individuals control charts, Cp/Cpk analysis, t-tests and analysis of variance (ANOVA). When data is not normally […]
I would recommend not to change the Sigma level to 6 although you reach the SLA of 85% FCR. Reason is that in fact you still have 15% of the issues which are not resolved after the first call, i.e. 15% defects!
For example in automotive industries customers require a cpk value of 1,3 (and higher) from their suppliers. That means,…[Read more]
To calculate a Cpk your data have to be continuous and you have to have specification limits (in your case you dont have spec limits 0 for defectives is not a specification, it reflects a way of thinking that there is no variation). To calculate Cpk you would need to measure your data continuously, e.g. measuring the we…[Read more]
Do you use Minitab 13 or 14? If you are working with Minitab 14 (you can get a free, 30-day demo of MINITAB 14 on http://www.minitab.com) use the capability analysis for multiple variables (Stat>Quality Tools>Capability Analysis>Multiple Variables).
This allows you to enter different spec limits for each group being analyzed. You don…[Read more]
Arne Buthmann replied to the topic Sales Force: Logistical Ordinal Regression the answer? in the forum General 16 years, 1 month ago
If I get you right, LOR isn’t the right tool. LOR is used when you have an ordinal Y variable and one or more continuous X variables (i.e. just the other way round as you have).
In your case, you can use a simple linear regression and / or the fitted line plot (if you work with Minitab).
For any help to how to conduct the regression ana…[Read more]
Thanks for clarifying my questions.
So, I think youre on a good track with analyzing the data. Some ideas I have in order to improve your agents soft skill (ratings) are:
– If possible, ask a sample of customers why they rated your agents soft skills down (as well as why they rated them up!): Why is accent a pro…[Read more]
Hello Kiruba: Before I am in a position to answer your questions I’ve some additional questions: – How do you know that the communication skill is running at 85-90%? Since you write that 68% of your customers are not satisfied with the communication skills of the agent, I don’t understand where the 85-90% come from and how you’ll measure 97%? – Wh…[Read more]
From my experience in different companies (as a Six Sigma consultant) I would not recommend to hire Black Belts from US, but to quickly qualify your own BBs. External BBs will never have (and will at least 1-2 years need to build up) the same organisational knowledge as your own employees have. A Black Belt needs more than just…[Read more]