Pradeep Sharma

I would like to share my data with you guys which I plotted on minitab:
As suggested i used wiebull distribution to calculate process capability as my data was non-normal. I got following Pp and Ppk (my LSL is 0 and ULS is 2880 mins)
Pp: 0.10
Ppk: -0.29
PPU: -0.29
PPL: 2.40
what all infrence can I make out from the above result. Please let…[Read more]

In my opinion look at the time taken by each agent per form…even if you meeting the target, stil there will be scope of improvement. You might be requiring only 3 agents instead of 4 or you might process 300 forms instead of 250 per day per agent. Use DOE

I am also based out of Bangalore..mail me at [email protected]… we can take it forward from there.

Thanks for the link..now my next question is how do we calculate process capability if we have non normal data.

Hi,
When you have identified the root causes of your problem, you bulid action plans around it to tackle each root cause based on your analysis Then you go ahead and impliment your suggested action as per the plan. To ensure that process remains stable you put some controls like mistake proofing and track the performance of your process by using…[Read more]

One more example where in some body is doing project to get the certification and management is not supposrtive enough and not willing to drive Six Sigma. Not blaming you Vishal but thats the fact.I have been there and understand you completely. What will happen is you will waste lot of productive time in getting your stakehoders together and…[Read more]

There are many, one of them is QAI, check http://qaiindia.com/, they charge around 35K for GB, you can also check for KPMG and TQMI, they charge little less.
 

Assuming your talking in minutes not in seconds, you can do following things for AHT
Break down your AHT into Average Talk time (ATT), After Call Work (ACW) and Hold Time per call. Try to get it from automated tool, if not possible then go for Time and Motion Study, ask your supervisor to do random monitoring and capture the data for you. Apart…[Read more]

Hi IntelDesign,
Hi can I also get a copy, if you dont mind, my e-mail ID is [email protected]
Thanks,
Pradeep Sharma

I aplogize sir if I was not clear enough. I am looking at benchmarking for customer facing metrics, like subscriber retention %, increase in subscriber base per year, churn % and many other which are related to DTH industry. Let me know if am still not clear enough, i can aplogize again as what else a learner can do to the masters

Thanks,
As you said get your BB/ MBB and dont do project just for doing six sigma project. But then why these certification demands 2-3 projects to be done, which force a person to do project even if it is not required, else you will not get the certificate. Its easy to get trained but difficult to complete a project specially when your…[Read more]

I am new to this forum, I had same opinion about Darth what Ferry and others have. But after reading Darth’s earlier posts, I have changed my opinion. He makes dead topic interseting. Now I start by first looking for Darth’s comments.
Cheers
 

No Raj, I am not that Pradeep Sharma

Thanks Joe for your comments, I have job based on my little bit six sgima knowledge and fortunately in my current profile i am learning a lot about SS. This question was in my mind becuase where ever I have applied no body has asked for certificate “As proof of knowledge”. I was planning to go for BB certification wanted to know if it is actualy…[Read more]

Nitin, thanks for calirification, my next question would be:
What would be its siginificance in terms of sampling, Why do we need to look at 95% confidence with confidence interval of 2, when we are selecting sample size.

I dont think you will find these terms in this forum, RAG report is nothing but “Red Amber Green”. Mark the items red if they have not been done, Amber if they are in process, Green if the are completed. In heat map you rigrously follow up with your action item owner on the action item on daily basis, for ex. If you say you have increased the…[Read more]

Assuming its an Indian call center, communication plays big role in driving your c-sat, but once you provide solution to the customer satisfactorily they ignore communication barrier. And we need to understand the fact that we can eliminate communication barrier, so our focus should be more on resolving the issue and side wise we can target…[Read more]

Hi,
Apply heat map and RAG report to track the implimentation of your action plan (daily or weekly). Key to sucess is “DO NOT LOOSE THE RIGOUR”. Bring changes to hiring process and training process. I can understand hiring process is not under control, but training process is…start implimenting all your action plan from training itself. Make it…[Read more]

In our scenario,customer rates a c-sat questions on ” Strongly Agree”, “Agree”, “Disagree”, “Strongly Disagree” and “Don’t Know”. You take out the percentage of “Strongly Agree” and “Agree” to the total number of survey recevied to calculate your CSAT scores for the day, agent, team, call drivers etc…This how we consider it to be continous data…[Read more]

Hi Romel,
CSAT scores are generally continous (not sure what is the data type in this case). However, if we assume it is continous, what else can be used apart from Chi-square (as per my understanding chi-squre is for discrete data). will it be T- test or ANOVA based on the number of groups.
Pradeep
Pradeep