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TAT reduction in complaint management process


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I am planning to implement lean six sigma project to reduce TAT in complaint management but i am bit confused on my data collection part.

Should i collect data to see how many times we have not met the TAT i.e. defectives or should i consider the complete TAT details for the project.

My only question here is

1. Should i go with continuous data or discrete? which one will give me a clear picture of the problem




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