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Venkat Kumar Sivaprakash

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About Venkat Kumar Sivaprakash

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  1. Special cause variation can be identified in a continous control chart through the following methods: 1 points > 3 standard deviations from center line 9 points in a row on same side of center line 6 points in a row all decreasing or all decreasing 14 points in a row, alternating up or down 2 out of 3 point > 2 standard deviations from center line (same side) 4 out of 5 points > 1 standard deviation from center line (same side) 15 points in a row within 1 standard deviation of center line (either side) 8 points in a row > 1 standard deviation from center line (either side) If none of the above anomalies are available then we will use common cause variation
  2. I would like to disagree politely to your point Mahendra.... Control limits are derived through operating range of the process and specification limits are set by the customer.... Control limits can change whenever there is a process shift, or we have eliminated special cause variation (thereby eliminating the spl. variation points and recalculating the control limits)
  3. Transactional quality in BPO segment is nothing but Quality Assurance in reality. The idea is to facilitate the delivery teams to equip themselves with holistic quality plan, checklists, SOPs, reports, dashboards and RCA tools to run the quality plan regularly. It is primarily useful in combating special cause variation. Transactional processes could be: Preparing financial statements, Online banking services etc.
  4. Hi we may not be able to use t test for this scenario as the x and y is discrete here (percentage cannot be considered as variable). t test can be used only when x is discrete and y is continous. We need to take a good look at your data and identify whether Y can be programmed to generate continous data. Please go through some literature or attend some training before working on this. Otherwise you might be wasting your time by using the incorrect hypothesis tool
  5. SIPOC is used to do the logical scoping of the process you are trying to improve. SIPOC is used to identify who are all your stakeholders (customers, suppliers) What the customer needs What the supplier supplies The above are very important before starting to work real time on any six sigma project as it help in identifying your stakeholders, where to focus (project scoping) and identifying the output
  6. Hi Deepak, Metrics can be identified through: SLAs with customers Key process output variables:for example in call center opening, probing and closing are the three KPOVs that are believed to make the call successful. So here we could come out with metric around, opening, probing and closing Compliance metrics:The customer may have some compliance expectations, or govermental restrictions which will be affected by your functioning. This also needs to be considered On the whole if you are asking for service related metrics, please go through your Master Service Agreement document with your client. This will help you in identifying your customer's expectations based on that we could frame the metrics. The general template may include the following: Metric name Operational definition Threshold Unit of measure Hope this helps.
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