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  • #44788

    Alok
    Participant

    Hi All,
    I am doing a six sigma project to improve the training effectiveness for a BPO firm . In that I am analysing the attrition data in which percentage attrition and reasons for attrition ( Failure during traning or voluntary attrition are segregated ) . Here the defect is  attrition . Now i  want to ask how to calculate the base sigma level in which the training programme is operating . Also tell me what all statistical tools to do in measure phase as well as other datas which is should look into . Waiting for ur response
     
    Regards
    Alok

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    #144254

    Amit Dhar
    Participant

    Hi Alok,
    I am sure this will be interesting project for you. You may calculate the base sigma level by following definitions:
    Total no. of agents selected to be trained=Headcount
    Any Attrition in training batch=Defect
    Opportunities to make defect would be equivalent of your head count.
    Count of Defects would be your total attrited count.
    For Example: If there were 200 agents trained in past 3 months, out of which  10 attritted due to failure in training or voluntary attrittion, then :
    Opportunities=200
    Defects=10
    DPMO=50,000
    Defect %=5.00%
    Process Sigma =3.14
    Secondly, to analyze the trends you can use scatter plots to correlate with various factors like the  previous Experience of the agents, Qualification, Age vs the Training Quality. You may use Root cause analysis, in terms of finding potential X’s & then use pareto analysis to priortize your effort in reducing the defects in those X’s.
    Tools which can be used:
    Pareto, Annova, Scatter plots, Root cause analysis, Process Maps,FMEA & Control Charts.
     
     
     
     

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    #144258

    Alok
    Participant

    Hi Amit ,
    Thanks for your inputs dude !
    But i have a little doubt . You are saying that opportunities of defect= no of headcount .But i think that suppose that a training process has 4 filters for example exams then a candidate who fails that exam has to attrite . This means that failure cahnces are there in four filters so opportunities of defect will be four not total no of head counts . Because if you draw analogy with a manufacturing process suppose i make 200 units ( in bpo it is trained people) and a product undergo four process having one opportunity of defect then total opportunity will be 4 not 200
    please clarify
    Regards
    Alok

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    #144261

    chhabra
    Participant

    Thanks alok for giving little more information about the process.
    Earlier as the concept of filter was not known to me, hypothesis was that the no. of times your effort may fail; would be the total no. of agents joining your training program. However, if the process of passing an agent involves series of Tests(filters), then you would coin the oppotunities as how many different ways an agent would fail the test or would be asked to leave or how many ways you would avoid the defect (attrition). As your definition of Defect is count of Attrition, the opportunities of saving the defects, still remains the headcount of the  training batch. But if you change the definition of your Defect as ” People who did not pass the training program & were asked to leave, then the opportunity would involve the no. of filters & headcount. Coming back to your manufacturing example, if the product undergoes 4 tests to be certified as “OK” than the total opportunities of error would be No. of Units manufactured * 4. Hope this clarifies.
     
     

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    #144268

    Colin
    Participant

    If you need statistics to look for reasons for attrition, you really have a problem.
    Wake up !!!

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    #144272

    Marlon Brando
    Participant

    A real  expert opinion

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