Understanding Variation

For A Point In Time Over Time

40 • Time Series Plots 4000

C • Histograms 3000

Que A Call Volume

30

Frequency
2000

o 20

10
1000

n
0

0 Date/Time 5/17 6/14 7/12 8/9 9/6 10/4 11/1 11/29

0 100 200 300 400 500 600

QueA Hold Time (sec.)

t • Dotplots • Run Charts

4000
Run Chart f or Que A Call Volume

Que A Call Volume

3000

i 2000

1000

n Number of runs about median:

E xpected number of runs:
Longest run about median:
A pprox P -V alue for Clustering:
50
Observation

98.000
74.000
7.000
1.000
100

Number of runs up or down:

E xpected number of runs:
Longest run up or down:
A pprox P -V alue for Trends:
150

110.000
97.000
3.000
0.995

u
A pprox P -V alue for Mixtures: 0.000 A pprox P -V alue for Oscillation: 0.005

Control Chart

M o • Boxplots • Control Charts 4000 UCL=4114

ƒ Individuals

Individual Value
e u
3000

Mean=2289
2000

s ƒ X-bar & R / X-bar & s

1000

LCL=464.0

a 0
0 50
Observation Number
100
1

150

s Run Chart

• Tables • Time Series Plots

u Category A 556 0.35

Category B 48 0.25

% Resolved
Category C 103
r D Category D 327
0.15

Category E 60
e i
0.05

Date/Time 1/1 2/5 3/12 4/16 5/21 6/25 7/30 9/3 10/8 11/12

s
Run Chart f or % Resolv ed

• Run Charts
0.36

% Resolved
0.26

c 0.16

0.06

r
Pareto Chart 5 15 25 35 45

• Pareto Charts
Observation

Number of runs about median: 24.0000 Number of runs up or down: 33.0000

Expected number of runs: 23.9583 Expected number of runs: 31.6667
100 Longest run about median: 7.0000 Longest run up or down: 3.0000

1000 Approx P-Value for Clustering: 0.5051 Approx P-Value for Trends: 0.6791

e
Approx P-Value for Mixtures: 0.4949 Approx P-Value for Oscillation: 0.3209

80
Percent

60
Count

Control Chart

t • Control Charts
500
40

20 UCL=20.53
20

Percent Defective
e 0

g or y
A
gory
D
e go
ry C
te g
or y
E
hers
0
ƒ np or p (defectives, %’s)
Ot
Defect te e NP=11.44
Ca Cat Cat Ca 10

Count
Percent
Cum %
556
50.8
50.8
327
29.9
80.7
103

90.1
9.4
60
5.5
95.6
48
4.4
100.0
ƒ c or u (defects, dpu) LCL=2.345
0

0 10 20 30 40 50
Sample Number

© Breakthrough Management Group, Inc. Unpublished proprietary work available only under license. All rights reserved.
 Understanding Relationships
Scatterplots Matrix Plots Histograms Boxplots
C
o 90
C6
H is to g r a m o f C 6 , C 7
12 15 18 21
C7
24 27 30

80

n 70

60

Frequency
50

40

t 30

20

10

0
12 15 18 21 24 27 30

i
n
Fitted Line Plots Marginal Plots Main Effects Plots Interaction Plots
u
o
u
s
Y
Dot Plots Individual Value Plots Tables Contingency Tables
Day of Week
D Category A 556 Type
A
S
1
M
3
T
1
W
1
T F
0 4
S Totals
2 12
Category B 48
i Category C 103
B
C
6
4
7
5
4
1
6
2
5 5
0 7
8
12
41
31
Category D 327 D 0 4 1 0 0 8 6 19
s Category E 60 Totals 11 19 7 9 5 24 28 103

c
r Pareto Charts Pie Charts
Probability Plots Scatterplot of Defects ... Pareto Chart
e 100
1000

t 80

Percent
60
Count

e 500
40

20

0 0
A
ry ry D ry C or y
E
ers
go ego e go
Defect Ca
te
Cat Cat teg Oth
Ca
Count 556 327 103 60 48
Percent 50.8 29.9 9.4 5.5 4.4
Cum % 50.8 80.7 90.1 95.6 100.0

Continuous Discrete (Categorical)

X
© Breakthrough Management Group, Inc. Unpublished proprietary work available only under license. All rights reserved.