Case study – Measure

The Measure stage for the case study will be discussed in the following section.

The team discussed the various Project Ys and the corresponding operational definitions and measurement plans. The Project Ys were as follows:

• Customer satisfaction as the primary Y to be measured through a monthly industry standard survey as well as an internal mechanism to collect ratings for a sample set of customers every week

• Cost per call as the secondary Y to be measured using the time taken to service a call and standard unit cost received from Finance and Accounts department

• Issue resolution time, wait time, hold time, call back, days to resolution, transfers, and so on collected through call management software

• The performance standards for each of the above Ys were also arrived at using current as well as the benchmark data.

• The primary Y was thought to be related to the Xs such as wait time, hold time, resolution time, average handling time, call backs, days to resolution, and transfers...