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Stratification

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  • #55701

    Pravin Biradar
    Participant

    Hi,

    If we are analyzing the same process (for eg: SLA resolution for P3 tickets) and if data shows ‘spikes’ at regular intervals then is it advisable to stratify data which is well within UCL, LCL and analyze the data with ‘spikes’ separately?

    Please confirm.

    Thanks & Regards,
    Pravin

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    #201241

    MBBinWI
    Participant

    @Pravin25 – you first should understand the cause of the spikes. Are these due to special causes, and thus are another process, or are they built into the existing process. Do these spikes, for example, coincide with a time of month, shift, weather phenomenon? Or is it a situation where some number build up, and there is a push on to reduce, so either more resources are applied, or the quality level is relaxed to push through the increase so as to reduce the level to “normal?”

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    #201244

    Pravin Biradar
    Participant

    Thanks @MBBinWI for your reply.
    This raises four questions below:
    1) If this “spike” is due to same process then what to do?
    2) If this “spike” is due to special causes then what to do? Should we consider this as an outlier and not consider in analysis?
    3) Is it advisable to have two control charts plotted for above and monitor them separately? If yes, what improvement we are trying here? Should we aim for bringing those 20% special causes to common causes thereby making ‘normal’ process.
    4) Also if process is same, is it advisable to have two control charts for two shifts?

    Kindly reply.

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