d

Thanks. There is discrepancy between chat and phone volumes because its intentional. Chat had a higher handle time. So, cost was 1 factor. There are other customer metrics that we looked at and thought that it was a good decision since the customer metrics were a little higher. But I don’t think that we have looked at anything else other than cost…[Read more]

Thanks! This helps a lot.

Thanks Nick, I meant getting rid of chat completely and having people call instead of chat.

I did a 2 t-test and it came out insignificant. The volumes have not been stable because slowly we are decreasing chat volume and increasing phone volume on purpose.

So, I am not sure if its right to compare 20% of phones to 100% of chat and say that…[Read more]

It is difficult to islolate all factors, I understand but at this point, test vs control is our only option. How else do we find out if our new methodolgy is working or not. Thanks for your opinion though.

Good pt, Robert. Its gving me some more things to think about.

Thanks Cyrus.

Thanks Robert. This really helps

Thanks Robert. The test and control groups are for agents and we’ll be measuring their metrics – service levels, resolution rate etc. So, we are taking 30 agents in each group and will be comparing the results of the 2 groups.

I am getting ready to embark on a project to reduce turn around time for credentialing physicians for insurance plans.  Did you do your project?

Thanks Darth. This was helpful.

We did a similar calcuation in order to bid a job.  It was determined that the Engineer could do 1 heat map ( for a wireless access point placement) in 22 minutes.  The person who did this did not take into account the time identify the store to be completed, pulling down the file from a respository, reviewing the file, then placing the co…[Read more]

oops;  here are the examples:  muda pizza, card drop exercise, koosh ball exercise, build a plane exercise, etc. 
If you’re interested in the details of a specific exercise let me know.  thnks
 

What size group?  Depending upon audience size you could use one of several different types of audience participation exercises that demonstrate some of the fundamental principles of lean/six sigma.  There are several exercises we use for various audiences depending up on specific topic/audience.  for example:
 
 

•From the information given,
-Significance level,
a = 0.05
-Power = 1-b
      = 1 – 0.05 = 0.95
-Difference in means, d =21-20= 1
-Standard Deviation, s
 = 1.25
Sample size = 19
 

I need to conduct a Time Work Study. Would you forward any documents you have available?Thanks in advance.
Pam

test

Hi! Mentor system is very good. They will act as consultant in the program to their mentee.
1.Set the mission and goals for the mentor.
2. Select the capable people as mentor to assist you on this program.
3. In order to make the mentor move aggresively, provide them
 some incentives through special evaluation on important criteria such…[Read more]

I am also a beginner and I am working on my first project.  Please email information to me at [email protected]. Thank you.
Pam

I am also interested in the Model.  [email protected]

I am very interested to see this tool.  Sounds useful!  Thank you.
[email protected]