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1
ROAD MAP - Measure
2
Project CTQ Drill Down
Objective / Goal Statement : Order Failure Rate for BTLB Simple and BTLB Complex is high. OFR % for BTLB Complex, 13 % and for BTLB Simple 10%. Reduce the OFR %age from 13% to 10% in BTLB Complex and 10% to 8% in BTLB Simple.
CTQ - OFR %age is higher than the threshold.
Project Y ( Measurable Metric) – OFR for BTLB Complex and BTLB Simple
3
Performance Standards / Project Y
PROJECT Y : OFR for BTLB Complex and BTLB Simple
Data Type : Continuous Data
Target : 10 % for BTLB Complex8 % for BTLB Simple
Defect Definition : Any week where OFR% is higher than 10% in BTLB complex and 8% in BTLB simple.
Unit : Closed order
Opportunity : Per unit
Measurement System : Client’s Report
Frequency : Weekly
4
Data Collection Plan
S.No. What Data to Collect Data Type Sample Size Who will collect? Where? Measurement System
1 OFR Data Discrete 52 Weeks Ashish Gupta / Rana Dutta Operations Link given by client.
2
3
4
5
6
MSA – Measurement System AnalysisWe are getting all the data from the link provided by client, which is authenticated to take any data for analysis from BT. Hence, no need of MSA.
Client Report link :
http://accord.nat.bt.com/reporting/default.htm
5
Data Source – Mark Sampson’s Link
6
Observation
OFR
50454035302520151051
0.11
0.10
0.09
0.08
0.07
0.06
0.05
0.04
Number of runs about median: 8
Expected number of runs: 27.00000
Longest run about median: 20
Approx P-Value for C lustering: 0.00000
Approx P-Value for Mixtures: 1.00000
Number of runs up or down: 32
Expected number of runs: 34.33333
Longest run up or down: 5
Approx P-Value for Trends: 0.21735
Approx P-Value for Oscillation: 0.78265
Run Test of BTLB Simple (Baseline Data)
Testing Data for Special Causes For BTLB Simple
51464136312621161161
0.10
0.08
0.06
0.04
O bservation
In
div
idu
al
Va
lue
_X=0.07068
UC L=0.09125
LC L=0.05011
51464136312621161161
0.024
0.018
0.012
0.006
0.000
O bservation
Mo
vin
g R
an
ge
__MR=0.00774
UC L=0.02527
LC L=0
11
11
1
1
1
1
11
1111
1
I-MR Chart of OFR % Simple
The entire processes mean shifted from a low of 5.57% to a high of 9% after the week 30 and because of which the data fails the
test on clustering/randomness.
IMR showing the similar trend
7
Ind
ivid
ua
l V
alu
e
28252219161310741
0.07
0.06
0.05
0.04
_X=0.05607
UC L=0.07417
LC L=0.03797
Mo
vin
g R
an
ge
28252219161310741
0.020
0.015
0.010
0.005
0.000
__MR=0.00681
UC L=0.02224
LC L=0
7
1
2
2
2
22
2
2
2
Behaviour of OFR % for BTLB Simple Week 1 - 30
Ind
ivid
ua
l V
alu
e
21191715131197531
0.11
0.10
0.09
0.08
0.07
_X=0.09060
UC L=0.11404
LC L=0.06715
Mo
vin
g R
an
ge
21191715131197531
0.03
0.02
0.01
0.00
__MR=0.00881
UC L=0.02880
LC L=0
Behaviour of OFR % for BTLB Simple Week 31 - 52
Going forward we have taken the data from week 31 to 52 for analysis because
we see that this is going to be a permanent shift in the process behavior and that unless something is done the process will not revert to it’s previous
levels, hence, we can conclude that the process doesn’t have any special cause
of variation.
Testing Data for Special Causes For BTLB Simple
We broke the 52 weeks data in two groups, one from
week 1 to week 30 and other from week 31 to week 52,
and tested for special causes.
8
0.110.100.090.08
Median
Mean
0.1000.0950.0900.085
1st Q uartile 0.081676
Median 0.090348
3rd Q uartile 0.098550
Maximum 0.107644
0.085994 0.095199
0.082474 0.098455
0.007987 0.014836
A -Squared 0.33
P -V alue 0.493
Mean 0.090597
StDev 0.010381
V ariance 0.000108
Skew ness 0.07718
Kurtosis -1.10870
N 22
M inimum 0.073854
A nderson-Darling Normality Test
95% C onfidence Interv al for Mean
95% C onfidence Interv al for Median
95% C onfidence Interv al for S tDev
9 5 % Confidence Intervals
Graphical Summary for OFR BTLB Simple
Any improvement in the process Mean below 0.85
would be a statistical significant improvement.
P Value is 0.493, hence, data is normal
Any improvement in the process standard deviation
below 0.007 would be a statistical significant
improvement.z
Graphical Summary for BTLB Simple
P- Value : 0.493
Mean : 0.0905
Median : 0.0903
St. Deviation : 0.0103
9
Capability Analysis for BTLB Simple
0.110.100.090.080.07
USL
LSL *
Target *
USL 0.1
Sample Mean 0.090597
Sample N 22
S tDev (Within) 0.010381
S tDev (O v erall) 0.0105056
P rocess Data
C p *
C PL *
C PU 0.30
C pk 0.30
Pp *
PPL *
PPU 0.30
Ppk 0.30
C pm *
O v erall C apability
Potential (Within) C apability
PPM < LSL *
PPM > USL 181818.18
PPM Total 181818.18
O bserv ed Performance
PPM < LSL *
PPM > USL 182523.66
PPM Total 182523.66
Exp. Within Performance
PPM < LSL *
PPM > USL 185380.35
PPM Total 185380.35
Exp. O v erall Performance
Within
Overall
Capability Analysis For BTLB Simple
Cpk = 0.30
Process Sigma = Cpk * 3
= 0.90
10
Observation
OFR
50454035302520151051
0.15
0.14
0.13
0.12
0.11
0.10
0.09
0.08
Number of runs about median: 10
Expected number of runs: 26.03846
Longest run about median: 21
Approx P-Value for C lustering: 0.00000
Approx P-Value for Mixtures: 1.00000
Number of runs up or down: 35
Expected number of runs: 34.33333
Longest run up or down: 6
Approx P-Value for Trends: 0.58831
Approx P-Value for Oscillation: 0.41169
Run Test of OFR % of BTLB Complex
Testing Data for Special Causes For BTLB Complex
O bservation
In
div
idu
al
Va
lue
51464136312621161161
0.16
0.14
0.12
0.10
0.08
_X=0.10442
UC L=0.13415
LC L=0.07470
O bservation
Mo
vin
g R
an
ge
51464136312621161161
0.04
0.03
0.02
0.01
0.00
__MR=0.01118
UC L=0.03652
LC L=0
1
1
111
I-MR Chart of OFR
The entire processes mean shifted from a low of 9% to a high of 13% after the week 36 and because of which the data fails the test
on clustering/randomness.
IMR showing the similar trend
11
IMR Break up _ BTLB ComplexIn
div
idu
al
Va
lue
343128252219161310741
0.120
0.105
0.090
0.075
0.060
_X=0.09314
UC L=0.12287
LC L=0.06342
Mo
vin
g R
an
ge
343128252219161310741
0.04
0.03
0.02
0.01
0.00
__MR=0.01118
UC L=0.03652
LC L=0
Behaviour of OFR % for BTLB Complex Week 1 - 35
In
div
idu
al
Va
lue
1715131197531
0.16
0.14
0.12
0.10
_X=0.12765
UC L=0.15591
LC L=0.09939
Mo
vin
g R
an
ge
1715131197531
0.03
0.02
0.01
0.00
__MR=0.01063
UC L=0.03471
LC L=0
Behaviour of OFR % for BTLB Complex Week 36 - 52
We have break up the 52 weeks data in two groups,
one from week 1 to week 35 and other from week 36 o
week 52, and tested for special causes.
Going forward we have taken the data from week 36 to 52 for analysis because
we see that this is going to be a permanent shift in the process behavior and that unless something is done the process will not revert to it’s previous
levels, hence, we can conclude that the process doesn’t have any special cause
of variation.
12
0.150.140.130.120.11
Median
Mean
0.1400.1350.1300.1250.120
1st Q uartile 0.12000
Median 0.13000
3rd Q uartile 0.14000
Maximum 0.15000
0.12175 0.13355
0.12000 0.13976
0.00854 0.01746
A -Squared 0.67
P -V alue 0.065
Mean 0.12765
StDev 0.01147
V ariance 0.00013
Skew ness 0.238609
Kurtosis -0.726790
N 17
M inimum 0.11000
A nderson-Darling Normality Test
95% C onfidence Interv al for Mean
95% C onfidence Interv al for Median
95% C onfidence Interv al for S tDev
9 5 % Confidence Intervals
Graphical Summary for BTLB Complex
Graphical Summary for BTLB Complex
Any improvement in the process Mean below 0.12
would be the statistical significant improvement.
P Value is 0.065, hence, data is normal
Any improvement in the process standard deviation below 0.008 would be the
statistical significant improvement.
P- Value : 0.065
Mean : 0.1276
Median : 0.1300
St. Deviation : 0.0114
13
Capability Analysis for BTLB Complex
0.150.140.130.120.110.10
USL
LSL *
Target *
USL 0.1
Sample Mean 0.12765
Sample N 17
S tDev (Within) 0.01147
S tDev (O v erall) 0.011653
P rocess Data
C p *
C PL *
C PU -0.80
C pk -0.80
Pp *
PPL *
PPU -0.79
Ppk -0.79
C pm *
O v erall C apability
Potential (Within) C apability
PPM < LSL *
PPM > USL 1000000.00
PPM Total 1000000.00
O bserv ed Performance
PPM < LSL *
PPM > USL 992037.64
PPM Total 992037.64
Exp. Within PerformancePPM < LSL *
PPM > USL 991172.50
PPM Total 991172.50
Exp. O v erall Performance
Within
Overall
Capability Analysis for BTLB Complex
Cpk = - 0.80
Process Sigma = Cpk * 3
= - 2.40
14
%age
High OFR
O thers
Advisors
Not Sale s Q uery
Back O ffice
Sales
Sale s C ance l lation
Customer
openreachCancelled by customer via
product laterCustomer orders different
productNo Longer require the
request and reissuedCancelled at sales agent's
request and not reissuedCancelled at sales agent's
code providedIncorrect A
requestDuplicate sales
addressIncorrect
Error on DFD Screen
Issued on incorrect account
exchangeIssued on incompatible
ISDN number not compatible
Service not compatible
Duplicate order issued
ammended by otherCRD/appointment
LPEAddress clarification post
A codeSurvey office using wrong
assignedSales query incorrectly
workingOrder closed line not
New advisors
High productivity target
Backlog
Will issues
closedAssociated Order not
progressedCease order not auto
not alignAX Query - Charges do
BT - Openreach Issue
WLR/CPS Cancellations
CSS Error
Probable causes leading to high OFR %age in BTLB simpl & complex
Cause & Effect Diagram
15
Customer
Front Office/Sales Agent
Oneview/Liberty, etc
Main
Distribution of Projects to Advisors (Ref Chart 2)
Non
AutomatedISDN
Failed
AppointmentFeature Line
Moving
CustomerProtect
Start N
StopODF
Work Flow Chart
Advisor accepts the Project of Liberty
Check if project
belongs to the assigned
work typesMove the project to
respective queueContact customer in case
Appt fixed for Eng visit
Process orders on CSS
Close the order on Liberty END
Yes No
16
MEASURE Check List