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Mean or Variation.

Six Sigma – iSixSigma Forums Old Forums General Mean or Variation.

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  • #35664

    De
    Participant

    Hi,
    When we do a SS project on Avg. Handle Time ( AHT), on what should I look as project deliverable.. whether it should be mean shift or variation reduction  ( eg. Reduce AVG. from 280 Sec to 200 Sec per call or reduce variation from 30sec- 300 sec).
    Your help required
     

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    #100785

    Casey
    Participant

    Every experience I have had with AHT is that in its basic form, looking at it from a per call basis and not an average of averages it is un-normal data skewed to the right.  On this note if you see a shift in your variation you will also see a shift in your mean since the median is your central point and your mean is not.  
    Where you choose to set your goal should depend on why you are even addressing AHT.  If it is from the financial standpoint then you should use the mean since it translates into dollars, but be careful to remember that changing variation here will change your mean.  If you are pursuing this for other reasons such at Customer Satisfaction with completion time of call resolution then you should pursue variation.

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    #101070

    Bob Hubbard
    Participant

    Handling time is only one component of cost for call centers. You must also account for volume. Consider a Call Cost Index that multiplies the raw number of calls received by the average handling time. While this number still works with averages (and it therefore not additive), it does allow you to qualify your total call costs. In our case, we are able to identify how much of our resources are committed to sales calls, versus service and general information calls. As most of our calls come into the same number, this information is proving very helpful.
    It is also my experience that focusing solely on lowering costs through decreased handling time drives many behaviors that are “anti-customer”, as our customers are looking for the best solution to their problems, not necessarily the quickest answer from a rep.

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    #101074

    De
    Participant

    Hi Casey / Bob,
    Thanks for the insights.
    regards
     

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    #101093

    gagan
    Participant

    I would say you should see more of Mode. I have recently fased this problem and came up with a solution to see the Mode of such occurance. If you want you can contact me on [email protected] for further information.
    Regards
    Gagan

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