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Dear Abhishek, As a Change Analyst, the tools mentioned above by VK may be helpful in your role, too. As a System Administrator, you may be responsible for the installation, support and upkeep of servers or systems. You may work on projects that involve fixing reasons for frequent breakdowns in a certain area. You may work on projects which involve reducing security policy breaches, time taken to resolve any issues/problems, reduction in escalation for resolution etc.

Dear Krishna, I see that you completed your BB post you asked this question. The BB training would have answered this question for you. However, for everyone's benefit, in order to determine sample size, the following are the pre-requisites: 1) What is the hypothesis being tested (what do you want to ascertain with this sampled data) 2) Level of Significance and Power of the Test In the example that you have provided, what are you trying to test using this data is not clear. If you could provide more clarity, I would be able to guide further.

Dear Forum Member, At the risk of over simplification, companies prefer candidates with Six Sigma knowledge because it tells the companies that these candidates will be able to put a structure to solving any business problem they are faced with. Anyone who has learnt the methodology will look at opportunities to address areas which could lead to business benefits for any organization they work for. Good luck!

Dear Rajiv, I am sure by this time you would have completed this project and many more. Gurshit's direction was good. In this kind of problem, you could start your analysis with time taken to make a call, time taken to make a good call (successful interview) by observation (or time in motion as it is called) and then working out the number of FTE required. If you find that you have too many surveyors, you will need to do an analysis around where the time in the day is being spent. Other data, I believe, such as these lines being used for other purposes could be easily available. This data can be analyzed and reasons eliminated or addressed.

Dear Pankaj, What you need to do in this case is "logical validation" which means that you need to ensure that the data you are capturing from the system has the same start and end points as defined on your Operational definition. MSA needs to be done only when there is manual assessment involved. You are using the start and end time from when the ticket is logged to when it is closed in the system. You will still need to ensure that the person who works on it closes the status real time and not as per their convenience. In TAT projects, it is typically seen that there can be a few outlier cases. If you remove the outlier cases, you could do a normality check again and use methods and tools that you would use for normal continuous data. But you should go this way only if your metric is TAT in number of days or hours. If your metric definition is in pass/fail, you should calculate the sigma level as per the defectives method.

Dear Bharani, Going by the review effectiveness definition, you would use the P chart (where the defects not found are defectives, with variable subgroup size). Please note that the chart will calculate the UCL and LCL based on the data that you use unless you specify the limits, which can be done by clicking on P-chart options -> Limits. If you choose to test for all Special Causes (P chart options - > tests), it will show if the variable is out of control even for reasons other than >1 std dev from mean.

Dear Ajith, it really depends on what your objective is. A lot of tools can be used for transactional quality in BPO - you may find out the capability (using DPMO, DPU or Defectives method), you could do a Pareto on the defects, you could do a Pareto for defects at team level, you could do mistake proofing to avoid some of the defects (e.g. removing access for frontliners for anything they aren't authorized to give e.g credits), C&E for low quality, Brainstorming for better transactional quality etc. You could really take your pick based on the intent of using the Six Sigma tools.