Case study – analyze
The team studied and analyzed the values of Ys collected during the measure stage. These distributions were analyzed for mean, mode, median, quartile values, and standard variation. The results and the targets for each of these are displayed as follows:
|
Measure |
Actual Performance |
Target |
|---|---|---|
|
Customer satisfaction |
3rd quartile = 70% |
3rd quartile = 85% |
|
Support cost per call |
3rd quartile = $25 |
3rd quartile = $18 |
|
Days to final resolution |
3rd quartile = 5.6 days |
3rd quartile = less than 3 days |
|
Wait time |
3rd quartile = 6.4 minutes |
3rd quartile = 2 minutes |
|
Number of transfers |
3rd quartile = 3.3 |
3rd quartile = 1 |
The various Xs impacting these Ys as collected as part of the data collection plan in the measure stage were analyzed using various tools like Pareto charts, multi-vari charts, fish-bone diagrams, tree diagrams, scatter diagrams, and so on. It was observed that the call types related to problems and version upgrades were the most expensive calls to the service...
