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Process Capability Analysis

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  • May 21, 2008 at 3:35 am #50117

    PK
    ★ 10 Years ★
    Participant

    Hi,
    I have collected ASA, AHT & Calls handled & Calls presented / day for the past 9 months for an inbound service desk.
    The total data points is 198 for each of the above starting from 1st Aug to 30th April.
    I want someone to tell me what are the different graphs I need to use to determine the process capability.
    Also it would be of great help if someone can send me some material / notes regarding Cp/ Ck etc.
    Thanks in advance.
     
    pk
     
     
     

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    May 21, 2008 at 10:12 am #172120

    Severino
    ★ 10 Years ★
    Participant

    I’d start with the following:

    Histogram
    Normal Probability Plot
    Tolerance Chart
    Control Chart
    1 &2 are useful for seeing A if you have any outliers and B how well you adhere to the assumption of normality.
    3 & 4 are useful for seeing if there were any time dependant effects in your measurement data and whether your process was in control throughout your study.  If you see a lot of points outside control limits or the data trends in a certain direction your capability indices are probably not valid.

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    May 21, 2008 at 11:09 am #172122

    Glen_A
    ★ 10 Years ★
    Participant

    pk,
    You should do some research first.  Use the search function in the top right corner of this screen.
    Start with the item
    Process Capability (Cp, Cpk) and Process Performance (Pp, Ppk) – What’s the Difference?
     

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