# Six sigma realted query

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Viewing 6 posts - 1 through 6 (of 6 total)
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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
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
Regards
Alok

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#144261

chhabra
Participant

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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