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.
Arne Buthmann wrote a new post, Preventing Conflicts Through Stakeholder Management 7 years ago
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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 14 years, 10 months 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]