Control Chart Help Required

FOLLOWING TOPIC PASTED FROM YAHOO GROUPS

ORIGINATOR: Sreejit Nair

DATE: Tue Nov 4, 2008

HI,

I'm doing a GB project on SLA improvement in our process.

currently the service levels are at 65% and the project goal is at 85%. The process involves advisors answering or replying to customers mails within 36hrs.

the Control charts needs both LSL & USL. here we dont have USL...so what tool should I use to monitor the progress.

regards

Sreejit Nair

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FOLLOWING RESPONSES WERE RECEIVED

Hi Sreejit,

You can still use the control charts to verify if your process is in control and also to demonstrate improvement.

I would recommend that you not plot specification limits LSL & USL on the control charts.

You should be able to determine the control limits UCL and LCL as these are obtained from process performance and not from customer specifications. Hence, it does not matter if you only have one

specification limit LSL.

SJ.

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Hi, Sreejit Nair,

If you are in the initial stages of your project, I would recommend you as follows. Service Level agreements is a bigger Y component break down to smaller y . As every x has a relation to y and every y to Y you should keep the Project goal focussed. I assume Y = F ( x ) funda is clear with you. As you mentioned the process involves responses to customers mails with in 36 hrs, your sub componets would be 1. Critical quiries 2. Major quiries 3. Minor Quiries 4. Auto responses ( You have to define the operational definations for the above components ) The customers quiries are variable therefore you could classify them as Technical Issues / Service Issues / Reliability Issues / Support Issues. Having done so, evaluate the current performance level and the desired targets giving weightage to Risks involved. You could use control chart to monitor the processes performace after ensuring the process is stable to deliver results. Else you need to fix the issues.

Sathyanarayan Venkatesh TSDO : HP India Quality Program Manager Bangalore MBB / E1- LSS / LA - ISMS