Activity
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d replied to the topic switching volume from one channel to another in call centers in the forum Call Centers 11 years, 4 months ago
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]
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d replied to the topic switching volume from one channel to another in call centers in the forum Call Centers 11 years, 4 months ago
Thanks! This helps a lot.
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d replied to the topic switching volume from one channel to another in call centers in the forum Call Centers 11 years, 4 months ago
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]
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d replied to the topic Test vs. Control Group in the forum Welcome 12 years, 2 months ago
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.
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d replied to the topic Test vs. Control Group in the forum Welcome 12 years, 2 months ago
Good pt, Robert. Its gving me some more things to think about.
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d replied to the topic Test vs. Control Group in the forum Welcome 12 years, 2 months ago
Thanks Cyrus.
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d replied to the topic Test vs. Control Group in the forum Welcome 12 years, 2 months ago
Thanks Robert. This really helps
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d replied to the topic Test vs. Control Group in the forum Welcome 12 years, 2 months ago
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.
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d replied to the topic Managed Care Project? in the forum Healthcare 12 years, 8 months ago
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?
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d replied to the topic Control chart – X-bar R chart in the forum General 13 years, 7 months ago
Thanks Darth. This was helpful.
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d replied to the topic Capacity calculation of a team in the forum General 13 years, 9 months ago
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]
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d replied to the topic Six Sigma Conference for general audience in the forum General 13 years, 10 months ago
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
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d replied to the topic Six Sigma Conference for general audience in the forum General 13 years, 10 months ago
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:
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d replied to the topic Questions regarding hypothesis testing in the forum General 14 years, 4 months ago
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
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d replied to the topic Time/Work Study in the forum General 14 years, 5 months ago
I need to conduct a Time Work Study. Would you forward any documents you have available?Thanks in advance.
Pam -
d replied to the topic Ablestik in the forum General 15 years, 4 months ago
test
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d replied to the topic Mentors in the forum General 15 years, 5 months ago
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] -
d replied to the topic info on six sigma in the forum General 15 years, 7 months ago
I am also a beginner and I am working on my first project. Please email information to me at [email protected]. Thank you.
Pam -
d replied to the topic Selecting the correct Problem Solving Methodology in the forum General 16 years, 3 months ago
I am also interested in the Model. [email protected]
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d replied to the topic Examples of Measuring Internal Comms Messages in the forum General 16 years, 6 months ago
I am very interested to see this tool. Sounds useful! Thank you.
[email protected] - Load More