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