Post on 15-Jan-2017
transcript
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C ount 185 157 140 124 109 95 70 62 41 155407 354 347 295 288 264 218 188
Percent 5 4 4 4 3 3 2 2 1 412 10 10 8 8 8 6 5
C um % 73 77 81 85 88 91 93 94 96 10012 22 32 40 48 56 62 67
Co
un
t
Pe
rce
nt
Parameters
Oth
er
Inco
rrect A
code
prov id
ed
S urvey o
ffice
r wrong A
code
Cust
ord
ers diff
prod
ltr
Inco
rrect addr
ess
Ser
vice
not c
ompat
ible
Cnld b
y cus
t via open
reac
h
Cnld
by agen
t req-
nt re iss
BT - Open
reac
h Issue
No lo
nger re
quire p
rodu
ct
AX Q
uery
Dup
lica te
ord
er is
sued
Er ro
r on D
FD S
creen
SQ in
corre
ctly a
ssigned
CRD a
mm
ended
-oth
er dept
Ceas
e ord
er not a
uto p
rogr
A dd cla rif
icatio
n post
LPE
Ass O
rder n
ot close
d
4000
3000
2000
1000
0
100
80
60
40
20
0
Pareto Chart of Parameters
Pareto Chart on different parameters
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%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
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Analysis Potential X1 (Error On DFD Screen)
Question : Does "Error on DFD Screen" has any impact on OFR?
Tool : One ProportionEstablish Hypothesis :Ho - "Error on DFD Screen" doesn't have any impact on OFRHa - "Error on DFD Screen" has impact on OFR
How You will analysis your data : Error on DFD Screen is marked if, HNA or DIDs did not get allocated because the advisor did not add feature line information. We have performed the testing to check the error is greater than 5 % margin with the 95 % confidence interval. As our data is discrete, we have taken One Proportion test.
Test and CI for One ProportionTest of p = 0.05 vs p > 0.05
Lower ExactSample X N Sample p Bound P-Value1 107 628 0.170382 0.146097 0.000
Conclusion : P value is lesser than 0.05, hence, we will reject null hypothesis and accept alternate hypothesis, i.e. “Error on DFD
Testing has been done on 10 weeks data starting from ( 11th March 07 to 11th May 07). Total errors are 628 in Back office category and the errors related to “Error on DFD Screen” are 107.
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Analysis Potential X2 (Issued on incompatible exchange)
Question: Does "Issued on incompatible exchange" has any impact on OFR?
Tool : One ProportionEstablish Hypothesis :Ho - "Issued on incompatible exchange“ doesn't have any impact on OFRHa - "Issued on incompatible exchange“ has impact on OFR
How You will analysis your data : Error on Issued on incompatible exchange is marked, if the advisor did not check using DNN. We have performed the testing to check the error is greater than 5 % margin with the 95 % confidence interval. As our data is discrete, we have taken One Proportion test.
Conclusion : P value is greater than 0.05, hence, we will reject alternate hypothesis and accept null hypothesis, i.e.
Test and CI for One ProportionTest of p = 0.05 vs p > 0.05
Lower ExactSample X N Sample p Bound P-Value
1 7 628 0.011146 0.005243 1.000
Testing has been done on 10 weeks data starting from ( 11th March 07 to 11th May 07). Total errors are 628 in Back office category and the errors related to “Issued on incompatible exchange” are 7.
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Analysis Potential X3 (Cancelled at sales agent's request and not reissued)
Question: Does “Cancelled at sales agent's request and not reissued" has any impact on
OFR?
Tool : One ProportionEstablish Hypothesis :Ho - “Cancelled at sales agent's request and not reissued" doesn't have any impact on OFRHa - “Cancelled at sales agent's request and not reissued" has impact on OFR
Conclusion : P value is lesser than 0.05, hence, we will reject null hypothesis and accept alternate hypothesis, i.e. “Cancelled at sales
Test and CI for One ProportionTest of p = 0.05 vs p > 0.05
Lower ExactSample X N Sample p Bound P-Value1 140 173 0.809249 0.753360 0.000
How You will analysis your data : Cancelled at sales agent’s request and not reissued is marked if, order is cancelled at sales agent’s request but not reissued hence delayed. We have performed the testing to check the error is greater than 5 % margin with the 95 % confidence interval. As our data is discrete, we have taken One Proportion test.
Testing has been done on 10 weeks data starting from ( 11th March 07 to 11th May 07). Total errors are 173 in Sales Cancellation category and the errors related to “cancelled at sales agent’s request and not reissued” are 140.
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Analysis Potential X4 (Issued on incorrect Account)
Question: Does “Issued on incorrect A/C" has any impact on OFR?
Tool : One ProportionEstablish Hypothesis :Ho - “Issued on incorrect a/c" doesn't have any impact on OFRHa - " Issued on incorrect a/c " has impact on OFR
How You will analysis your data : Issued on incorrect a/c is marked, when back office’s advisor issued the order on incorrect a/c or cancelled order and didn’t reissue the same. We have performed the testing to check the error is greater than 5 % margin with the 95 % confidence interval. As our data is discrete, we have taken One Proportion test.
Conclusion : P value is greater than 0.05, hence, we will reject alternate hypothesis and accept null hypothesis, i.e.
Test and CI for One ProportionTest of p = 0.05 vs p > 0.05
Lower ExactSample X N Sample p Bound P-Value
1 15 628 0.023885 0.014780 1.000
Testing has been done on 10 weeks data starting from ( 11th March 07 to 11th May 07). Total errors are 628 in Back office category and the errors related to “Issued on incorrect A/C” are 15.
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Analysis Potential X5 (Service not compatible)
Question: Does “Service not compatible" has any impact on OFR?
Tool : One ProportionEstablish Hypothesis :Ho - “Service not compatible" doesn't have any impact on OFRHa - “Service not compatible" has impact on OFR
How You will analysis your data : Service not compatible error is marked, when back office’s advisor didn’t check the compatibility chart. We have performed the testing to check the error is greater than 5 % margin with the 95 % confidence interval. As our data is discrete, we have taken One Proportion test.
Conclusion : P value is lesser than 0.05, hence, we will reject null hypothesis and accept alternate hypothesis, i.e. “Service not
Test and CI for One ProportionTest of p = 0.05 vs p > 0.05
Lower ExactSample X N Sample p Bound P-Value
1 42 628 0.066879 0.051232 0.037
Testing has been done on 10 weeks data starting from ( 11th March 07 to 11th May 07). Total errors are 628 in Back office category and the errors related to “Service not compatible” are 42.
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Analysis Potential X6 (Incorrect Address)
Question: Does “Incorrect address" has any impact on OFR?
Tool : One ProportionEstablish Hypothesis :Ho - “Incorrect address" doesn't have any impact on OFRHa - " Incorrect address " has impact on OFR
How You will analysis your data : “Incorrect Address” error is marked, if the Sales team has given incorrect address on Performa. We have performed the testing to check the error is greater than 5 % margin with the 95 % confidence interval. As our data is discrete, we have taken One Proportion test.
Conclusion : P value is lesser than 0.05, hence, we will reject null hypothesis and accept alternate hypothesis, i.e. “Incorrect
Test and CI for One ProportionTest of p = 0.05 vs p > 0.05
Lower ExactSample X N Sample p Bound P-Value
1 48 154 0.311688 0.250192 0.000
Testing has been done on 10 weeks data starting from ( 11th March 07 to 11th May 07). Total errors are 154 in Sales Error category and the errors related to “Incorrect address” is 48.
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Analysis Potential X7 (Duplicate order issued)
Question: Does “Duplicate order issued" has any impact on OFR?
Tool : One ProportionEstablish Hypothesis :Ho - “Duplicate order issued" doesn't have any impact on OFRHa - “Duplicate order issued" has impact on OFRHow You will analysis your data : “Duplicate order issued” error is marked,
when the back Office advisor did not check that orders have already been issued. We have performed the testing to check the error is greater than 5 % margin with the 95 % confidence interval. As our data is discrete, we have taken One Proportion test.
Conclusion : P value is lesser than 0.05, hence, we will reject null hypothesis and accept alternate hypothesis, i.e. “Service not
Test and CI for One ProportionTest of p = 0.05 vs p > 0.05
Lower ExactSample X N Sample p Bound P-Value
1 51 628 0.081210 0.063980 0.001
Testing has been done on 10 weeks data starting from ( 11th March 07 to 11th May 07). Total errors are 628 in Back office category and the errors related to “Duplicate order issued” are 51.
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Analysis Potential X8 (ISDN number not compatible)
Question: Does “ISDN number not compatible" has any impact on OFR?
Tool : One ProportionEstablish Hypothesis :Ho - “ISDN number not compatible" doesn't have any impact on OFRHa - “ISDN number not compatible" has impact on OFR
How You will analysis your data : “ISDN number not compatible” error is marked, when the back Office advisor did not check the compatibility of ISDN number with the customer’s exchange. We have performed the testing to check the error is greater than 5 % margin with the 95 % confidence interval. As our data is discrete, we have taken One Proportion test.
Conclusion : P value is lesser than 0.05, hence, we will reject null hypothesis and accept alternate hypothesis, i.e. “ISDN number
Test and CI for One ProportionTest of p = 0.05 vs p > 0.05
Lower ExactSample X N Sample p Bound P-Value
1 12 628 0.019108 0.011062 1.000
Testing has been done on 10 weeks data starting from ( 11th March 07 to 11th May 07). Total errors are 628 in Back office category and the errors related to “ISDN number not compatible” are 12.