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FMEA for Csat Project

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  • May 30, 2006 at 2:26 pm #43569

    Rajesh Mohandas
    ★ 10 Years ★
    Participant

    I wish to run an FMEA for the C-Sat project I am doing, unable to understand how…
    Need help in this reagard.

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    May 30, 2006 at 5:16 pm #138383

    Pradeep Sharma
    ★ 10 Years ★
    Participant

    Hi Rajesh,
    Its me again, tempted to reply yous posts I have dealt a lot with CSAT. Generally FMEA does not help in case of CSAT. Probably you can use FMEA instead of doing 5 Whys to get to the root cause. But I will still not vote for FMEA in CSAT as there you will have to do FMEA for all the call drivers and then identify failure modes.
    Best of luck

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    May 30, 2006 at 7:44 pm #138394

    Romel
    ★ 10 Years ★
    Member

    If you want to have a deep dive in the CSAT project that you’re doing, combine this with Chi-square to check what among the factors contribute to CSAT then proceed to logistic regression. Once you have done these, you can readily identify what’s causing the CSAT score then come up with solutions. Before implementing your solution, that will be the time that you use FMEA because you will compare your existing process flow controls with respect to the pre-defined one. 

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    May 31, 2006 at 3:58 am #138407

    Pradeep Sharma
    ★ 10 Years ★
    Participant

    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

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    May 31, 2006 at 5:29 am #138408

    indresh
    ★ 10 Years ★
    Participant

    you may even run a correlation matrix for all parameters on raw data of customer rating to identify the linkage on top key parameters of other parameters
    lets say loyalty correlation on other process parameters etc
    check out some researh papers in psychology to get a better understanding on tools and techniques
    rgds
    indresh
    am not sure how  logistic regression can be used which is a discrete output to a continuous input (a customer rating cannot be a continuous data). pradeep please throw some light on it
     

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    May 31, 2006 at 5:56 am #138409

    Rajesh Mohandas
    ★ 10 Years ★
    Participant

    Hi Pradeep,
    My Process is more or less stable now and the Cp value from .24 has moved to 1.05.
    We had a target of 90 and as of now we vary between 88 and 91 in the improve phase since past 5 weeks.
    The process brought in is
    Increased call monitoring for focus group.
    Soft Skills refresher and 100% feedback
    Technical and process test (Fortnightly)
    Meetings and updates before the begining of the shift.
    Correct Case Documenation
    Call Calibration
    Sharing knowledge as how Csat is Calculated….
    The Overall csat from Jan onwards started showing improvements and the pattren followed on the technical charts is Jan 79, Feb 81, March 82, April 83.5, May 85.8. on overall and Level one variation is reduced ….
    I wish to put a model where in all initiatives taken so far should continue and the process be consisitant at these levels.
    Can u pls suggest me as to what process to be followed to ensure the consisitancy is maintained.
    Regards,
    Rajesh Mohandas

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    May 31, 2006 at 5:56 am #138410

    Pradeep Sharma
    ★ 10 Years ★
    Participant

    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 rather than discrete.
    I agree ” Strongly Agree”, “Agree”, “Disagree”, “Strongly Disagree” and “Don’t Know” is discrete scenarion, however, when you get 500+ survey for 500+ agents, can we consider it to be discrete and run analysis on it. Please clarify

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    May 31, 2006 at 6:04 am #138411

    Rajesh Mohandas
    ★ 10 Years ★
    Participant

    The data is continious, the 5 parameters assoiciated are
    Very Sat, Completely Sat, Sat, Somewhat dissat, dissat.
    The questions posted to the customer are:
    1. Communication of the agent,
    2. Technical skills,
    3. Efficiancy
    4. Time of resolution
    5. Overall.
    My parameter is Overall satisfcation, I am looking into.
    Running a regression the R-sq values got is 72.3 with Efficiany and Techknowledge haveing a coeff of .51 and .60 respectively,
    The communication coeff is -0.65,
    I am not able to understand why the coeff for communication is -0.65 does this mean communication is not a factor to consider.
    the P value for communication is 0.43 where as for tech knowledge and efficancy is 0.00
    Can u pls help me understand how can I run a Chi Sq, my data is continious.
    Regards,
    Rajesh Mohandas

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    May 31, 2006 at 6:05 am #138412

    Pradeep Sharma
    ★ 10 Years ★
    Participant

    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 a part of certification process. So that when new hires take calls they are upto the mark.
    Pradeep

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    May 31, 2006 at 6:20 am #138414

    Pradeep Sharma
    ★ 10 Years ★
    Participant

    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 communication barrier also. At time stats might act funny as in your case communication has -ve coefficient. But you cannot ignore it as well. And since you are taking your data as continous, you cannot run chi-square (its used for discrete). Rather go for ANOVA if you have multiple groups or 2 sample T- test if you are tesiting 2 groups.

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    May 31, 2006 at 6:21 am #138415

    Rajesh Mohandas
    ★ 10 Years ★
    Participant

    Hi Pradeep,
    Can you pls suggest me a link where I can get some more information on heat map and RAG report.
    Also wish to know what is the abbrevation for the the same. I’m trying to search these terms at the fourm and google but not getting the desired result.
    Regards,
    Rajesh.

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    May 31, 2006 at 6:27 am #138416

    Pradeep Sharma
    ★ 10 Years ★
    Participant

    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 number of monitorings for focus group, track on daily basis how many agents monitored, how many calls monitored, was 100% feedback given or not, what is the effecitveness %age, measure effectiveness evaluator wise,how are you measuring your internal success and external success and so on. You can design a template in excel. And now since you have control plan in place, you can do FMEA on control plans

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