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Six sigma Tools Application in call centres

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Viewing 8 posts - 1 through 8 (of 8 total)
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  • December 22, 2003 at 10:57 pm #34155

    rajanna
    ★ 10 Years ★
    Participant

    HI BB’s,
    I need your help in the usage of six sigma tools like “ANOVA, DOE & Regression analysis” in a call centre industry. Here the data is attribute data.
    Data is of ratings given by customer on survey forms on a sclae of 1 to 5. How can we apply Regression model to the various X’s. How to perform ANOVA & DOE in this case.
    Regards
    Kundan
     
     

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    December 23, 2003 at 12:13 am #93781

    rajanna
    ★ 10 Years ★
    Participant

    Hi
    The data on customer Satisfaction score is captured from Customer Survey Forms. In this forms Customer rates us on a scale of 1 to 5 on following parameters:
    Sat. w/ commitments met
    Sat. w/ telephone Menu
    Overall sat. w/ agent
    sat. w/ agent knowledge
    sat w/ agent communication
    st w/ agent professionalism
    Now, I have data on lets say some 500 survey forms filled and send back by customers. Please tell me how can I get the equation:
    Y= f(x)
    and also the percentage contribution of all the above in final customer satisfaction score.
    Thnks and Regards
    Mohan

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    December 23, 2003 at 6:25 pm #93806

    rajanna
    ★ 10 Years ★
    Participant

    HI again
    Can some body help me with this ?
    How can we apply Regression, ANOVA & DOE in attribute data.
    Regards
    Mohan 

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    December 23, 2003 at 6:48 pm #93807

    Diorio
    ★ 10 Years ★
    Member

    Do you even know what these tests are?

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    December 23, 2003 at 7:41 pm #93808

    SJ
    ★ 10 Years ★
    Member

    Sounds like your checking the boxes.  Nothing like Rocketts Six Sigma.
    Take the time to understand what a tool is and how it works.  More importantly what is it going to tell you and how will that information help to improve whatever your working on?  You can find this stuff in any stats book.
    Look into Logistic Regression

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    December 23, 2003 at 9:03 pm #93811

    Spiderman
    ★ 10 Years ★
    Member

    Mohan…
    1st- why do you want to use those particular tools?
    2nd- I need more information on what your project is all about and what you are trying to improve. 
    Send me your email…and we can do this over email.

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    December 23, 2003 at 9:04 pm #93812

    Spiderman
    ★ 10 Years ★
    Member

    Send me your email…and we can talk…

    0
    December 23, 2003 at 9:32 pm #93814

    rajanna
    ★ 10 Years ★
    Participant

    my email id is [email protected]
     

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