February 5, 2018 at 1:46 am #55933
I am doing my project on lean six sigma on reduction of complaint resolution timeliness in banking sector and i am struck in MSA. Is MSA is applicable on it or not because all standards is defined and data receive from high integrated system and variation is known.
SMARFebruary 5, 2018 at 6:46 pm #202226
MSA is always applicable since we need to know how much of the variation we’re seeing is due to unreliability and inaccuracy of our measurement system. Before you assume that complaint resolution times are known, because they are recorded in the system, you should answer some questions. For instance: Is resolution recorded at exactly the time it occurred? Is resolution dependent on the customer’s statement? Is there a significant time lag between actual resolution and customer agreement? Are complaints sometimes closed due to policy, such as a time limit for the customer to report that it wasn’t resolved? It’s unfortunately very common to produce statistics saying that complaints are resolved in a timely manner while the customer experience is very different.February 6, 2018 at 6:11 am #202228
MSA is often disregarded by transactional folks and it saddens me.
1st, just because someone says they have an average–is it made up of highly biased data? Is the measurement system even accurate?
Is waiting time measured correctly? Don’t worry about seeing if someone can use a stop watch perfectly as much as worrying whether they include a proper way to measure. Is waiting time measured correctly? Is the number of customer complaints correct?
Does everyone know what a defect free application consists of?
I highly advise folks to do a sanity check and check for accuracy of data. You’ll find it’s good or pencil whipped data or highly imprecise/accurate because folks didn’t understand the measurement as intended.
I’ve rambled on too much….my apologies. I’d worry more about accuracy of data so you can make good decisions. This is a form of MSA but it’s not precision as traditionally thought of when MSA’s are in the conversation.February 7, 2018 at 8:50 pm #202255
To expound on my previous answer, in administrative processes we often measure what we can rather than what we should. For instance, why do you care about complaint resolution time? It’s because customers are dissatisfied if they aren’t resolved promptly. But you probably aren’t measuring things you should know. For instance, how often do they get frustrated with your automated call system and simply give up. How much time do they waste getting through to actually get help. What do customers actually think about your complaint reporting and resolution system. You would probably do better to find ways to measure and improve these things.
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