Instructions

QIMacros®
Call Center Case Study © KnowWare International, Inc. 1997-2020

A Call Center has been experiencing a higher volume of calls than ordinary. 2696 S. Colorado Blvd., Ste. 555
Denver, CO 80222
Instructions

1. Click on Call Center worksheet (Click Here)

Licensed Users
2. Follow the instructions on that worksheet
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How to Create XmR Chart May receive and review completed workbook created by licensed users
How to Create a Pareto Chart
How to Create a Fishbone Diagram
How to Create a Countermeasures Matrix To Purchase a License
How to Show Process Changes on XmR Chart
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 May 2010 TOTALS
TYPE OF CALL: 8/6 8/13 8/20 8/27 9/3 9/10 9/17 9/24 10/1 10/8 10/15 10/22 10/29 11/5 11/12 11/19 11/26 12/3 12/10 12/17 Totals
Transferred to Dept A 224 173 206 195 250 70 198 199 206 188 258 70 228 188 210 186 263 77 208 207 3804
Transferred to Dept B 335 356 350 302 344 222 330 409 349 291 355 223 341 387 315 315 361 243 428 321 6577
Valid Type 1 20 19 49 21 22 0 24 22 49 20 22 0 20 21 19 44 23 0 23 22 440
Valid Type 2 142 91 138 160 140 38 126 105 138 154 145 38 144 99 133 125 147 42 110 170 2385
Valid Type 3 101 81 134 90 0 412 102 93 134 87 0 413 103 88 95 121 0 450 98 96 2698
TOTAL CALLS: 822 720 878 768 756 743 780 829 877 740 781 744 836 783 773 791 794 811 867 815 15908

Instructions
1. Draw a c chart of call volumes using the data (cells A1:U1 through A7:U7).
2. Draw a pareto chart of types of calls (cells A2:A6 and U2:U6).
3. Add an Ishikawa/Fishbone diagram to the improvement story.
4. Using the biggest bar on the pareto chart, create a problem statement in
the head of the fishbone.
5. What might be some process, machine or material causes of the problem?
6. Who should be on the root cause analysis team?
7. Is there another improvement project in this data?