Professional Documents
Culture Documents
Customer Satisfaction 45% 54% 55% 65% 60% 58% 57% 62%
Quality Score 74% 77% 80% 92% 94% 95% 95% 96%
FCR 55% 60% 62% 69% 67% 66% 65% 67%
Schedule Adherence 65% 70% 72% 65% 60% 55% 65% 70%
Part I:
1. Process Thinking for Service Management
2. Service Performance Metrics and SERVQUAL model
3. Measuring Service Quality and Defect Rate
4. Productivity and Efficiency of Service Staff
Part II:
5. Measuring Voice of Customer
6. Data Analysis and Basic Quality Management Tools
7. Measuring Quality Sampling and Calibration
8. Introduction to Continuous Improvement
5. Voice of Customer
Measuring Customer
Measuring Customer
Satisfaction:
Dissatisfaction:
% TTB (Top Two Boxes)
1. % Bottom Box (% BB)
= # of surveys on 4 or 5 / #
2. Customer Complaints
of surveys received
90 120%
80
100%
70
80 / 20
60 80%
50
60%
40
30 40%
20
20%
10
0 0%
Order not Incorrect part Did not get Wrong Billing Service desk Product did not Service desk rep No
received on time shipped invoice on time could not resolve function as was unhelpful communication
problem expected about status
Effect or
Problem
A gents only or A ll
N o expert support G oing for H igher studies
A ttrition is
high by xx%
for the last 8
Lack of motiv ation
Recession - less H igh stress
C omplex sy stems month
options Wrong job P oor connectiv ity
G row th in economy Inadequate w ages
P oor org culture S low sy stems
P oor political stability U nclear appraisal
Incorrect target H igh local commute
H igh C ompetition P oor performance
P oor Infrastructure
Wrong hiring
High High
Impact, Impact,
High Low
Control Control
Low Low
Impact, Impact,
High Low
Control Control
200
ATT
150
100
Would you consider this process to
50 be in control?
0
111
121
161
171
181
211
221
231
261
271
281
311
101
131
141
151
191
201
241
251
291
301
1
11
21
61
71
31
41
51
81
91
Range Average
Too much variation when > 0.70
We call this the Bond Factor
A More Complex Measure of Variation
Standard Deviation / Average is
Standard Deviation (Average 6)
also called coefficient of variation
4 138 300
5 144
250
6 150
7 155 200
8 187 150
9 207
100
10 210
50
11 222
12 229 0
13 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
241
14 270
15 300 Is there excessive variance?
IQR = Q3 - Q1
Raw
2
8
24
32
28
64
55
12
19
77
They are especially useful for small data sets when a histogram
could be misleading
100
showing comparison 80
Data
70
between a group of 60
females. 40
Males Females
Team A
30 64 36
35 76 48
45 82 88
82 43 93
95 54 96
Team B
64 66 82 43
58 47 81 44
52 55 94 55
73 88 85 48
79 83 86 52
Class
Class B
A Range 66 1 43 Range 51
1 30 Average 64.4667 2 44 Average 66.75
2 35 3 47
3 36 Position Value Position Value
4 48
4 43 Q1 4 43 Q1 5.25 52
Q2 (median) 8 64 5 52
5 45 Q2
Q3 12 88 6 52 (median) 10.5 65
6 48 7 55 Q3 15.75 82.75
7 54 IQR 45 8 55
8 64 9 58 IQR 30.75
9 76 UE 155.5 10 64
10 82 LE -24.5 11 66 UE 128.875
11 82 Negative means LE 5.875
0
12 73
12 88 13 79
13 93 14 81
14 95 15 82
15 96 16 83
17 85
18 86
19 88
20 94
1750
1500
1250
C23
1000
750
500