Don Rellora

Thanks for the reply. A. Overall satisfaction on the services (payroll services, accounting, investment research etc. B. TAT = Turn Around Time or cycle time C.Accuracy in terms of no miscalculated payslips, no erroneous reporting etc. D. Adherence to policies and procedures The clients were asked to rate each likert item from a scale of 1(very satisfied)-5(dissatisfied) and the dataset I posted is the actual tally sheet. e.g. 4 out 24 respondents are very satisfied overall, 5 out of 24 are very satisfied with how long we process a claim, run a payroll, or prepare inverstement analysis: our Turn Around Time (TAT) and so forth. regards, Don

The company is in the finance and accounting BPO with services ranging from payroll to cash disbursements and claims processing. The data below is the actual tally of the responses we received from our clients. I inherited this from the last six sigma guy who was fired because of his failed attempts in deploying for the last six months. A. Overall B. TAT C. Accuracy rate D. Adherence satisfaction 1 - Very satisfied 4 5 3 9 2 - Satisfied 15 13 16 13 3 - Neither 4 5 4 2 4 - Dissatisfied 1 1 1 0 TOTAL 24 24 24 24 Standard Deviation 0.717 0.776 0.680 0.624 Acceptable Average 1.717 1.776 1.680 1.624 1. How do I make sense of this data? 2. How do I proceed in doing statistical analysis based on the likert scale data? The stdev function in excel was used to come up with the standard deviation and the standard deviation is std dev + 1. How do I compute for the correct std dev? Is the concept of the acceptable average wrong? Is there a benchmark acceptable average for the industry? 3. Is there an improvement story or a LSS project that can be derived from the data? 4. What sort of questions should I be asking with regard to likert scale data? What six sigma tools can I use? How can I make a histogram or a control chart for this type of data? Is the DPMO calculation possible for this data? 5. Am I asking the right questions in the first place?