TAT reduction in complaint management process

[AnishMohandas]

Hi,

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

Regards

Anish

 

[jigneshkachhia]

Hi,

I think you should go with continuous data, which is better than discrete one.

[saiwagh2001]

Yeah..u should go with the continous because you will get the variation and trends abt the TAT compare to discrete.

[s_arunprasad]

Hi Anish,

I recommend you consider the complete TAT details of the project (continuous data).

Reason: Can identify critical x's better than discrete data.

[sangeeta.wx]

continuous data is better as it will allow u to focus on the steps ,which are taking more time to complete & have mximum variation.

[Vishwadeep Khatri]

Yes Anish,as recommended by others, continuous datais better as it can be analyzed in several ways. Also, continuous data can always be converted into discrete if need be. Discrete data, however cannot be converted into continuous.

Best Regards,

VK

 

[Lakshman Kumar]

If you state your problem in Avg TAT it gives you a wrong picture of your performance, so consider your metrics as %TAT that gives you a useful info. of your problem, While in analysis using continuous TAT days gives more insights.