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How do i calculate variance

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  • #45867

    Bhawana
    Participant

    Hi,
    I am a quality professional working with a BPO. We audit caals which the customers make to register their queries. Now I have 6 auditors who do the evaluation. When I calibrate with them, i get 6 different scores for one call and after the calibration we reach a concensus and get a single calibrated score. Now i need to calculate the variance for all the auditors. What we currently do is we take a absolute of the original score of the auditor and the  calibrated score. however as per the formaulae that is not the correct way of calculating the variance. I would also like to compare all the auditors with the target. I am aware we can run a ANOVA FOR this however i am not very sure on it.
    Request a expert advice and guidance…
    Bhawana
     

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    #150742

    Adrian P. Smith
    Participant

    You need to perform a Measurement System Analysis for attribute data.
    Do a search on Kappa study.
    Rgds,
    Adrian
    http://adrian.smith.name
     

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    #150743

    Ron
    Member

    Hi there, if you email me at [email protected] I will send you a kappa study tool that you can use.  It is MS Excel based.
    Perhaps I will blog on this topic in the future which you can find at: http://www.leansixsigmaacademy.blogspot.com

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    #150784

    Bhawana Chopra
    Participant

    Ron,
    Thanks for your reply…
    I have sent you a email…

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    #150792

    Prasoon Agarwal
    Participant

    Hi Bhawna,
    i have read your query. I am also convinced with the suggestion given by other two persons. first u have to check your measurement system and on the basis of that u can get the variation among the auditors. since u have developed a absolute system by which the responses of each auditor must come same.
    Use gage GG if ur data is variable & use different excel sheet for attribute data. I am having the excel sheet to calculate the variation for attribute data. if u need it then just give me ur mail id. i will send it to u.
    and if ur variation is more than 30% then system needs to be improved. 10-30 % variation shows that it is ok.
    any info if u need then u r most welcome.
    Prasoon Agarwal

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