Information technology businesses can create better service level agreements (SLAs) by using a more scientific approach than just negotiating with their customers. Yet the method is not complex and it does not require a Six Sigma deployment.
Here is the good news: To help their call centers improve, managers need to solve just one problem between-agent variation.
By taking an unconventional approach to a call center problem, an organizational improvement specialist was able to find correlation between call volumes and bill mailings.
Have you ever tried to explain the concept of process capability to someone and received a blank stare in return? Try using an analogy of driving different vehicle types on a highway under construction to explain the topic more easily.
Variation in IT project cost forecasting can result in either underspent or overspent budgets. A Six Sigma approach applied to the IT project forecasting process minimizes variation in forecast accuracy resulting in dollar savings for the business.
Use measurement system analysis to appropriately specify your data collection resolution. Measurement system analysis can also determine if results are biased and if variability is an issue in your data taking methods.
As a result of doing systematic experimentation, using sound statistical principles, the quality of processes can be improved and become more robust to variations in the levels of components and processing factors. Apply powerful design of experiments (DOE) tools to make your system more robust to variations in component levels and processing factors.
Applying powerful design of experiments (DOE) tools to make your system more robust to variations in component levels and processing factors, as evidenced by this case study involving the improvement of a paraffin therapy bath product.
Learning to reduce project duration can be critical, but it could be more important to reduce the predicted-to-actual project duration gap (the variation). That gap is a particularly familiar enemy in the software world, causing problems with project cost, disappointed customers, conflicts with management, development team morale, and more. This article identifies three ways to do so.
This article displays two case studies that illustrate that there is no set rule to understanding variation based on the order of Six Sigma tools used. Six Sigma Black Belts need to understand when to use each tool in business projects.
The idea of bio-marking, a technique used to follow individual molecules around in the laboratory, can also be applied to survey design. By creating one item, which captures the overall meaning or 'bottom line' of a survey, we can examine its variance statistically as it interacts with other items and set the stage for leverage and resource allocation via multiple regression.
Six Sigma instructors tell their students add variances, not standard deviations. What students may not have learned is that this additive property relies on the linearity of the transfer function.