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mia_stephens

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May 28, 2014

Call Center Case Study: Visual Six Sigma

This case study is a revision of the white paper: Visual Six Sigma:  Making Data Analysis Lean

By Andrew Ruddick and Andy Liddle (Process Insight) and Malcolm Moore (SAS)

The case study was revised for use in an undergraduate quality improvement course.  Revisions include:

  • Updated to JMP 12
  • Addition of Data Filter, Control Chart Builder, Graph Builder, instant applications (Combine Windows)
  • Additional details and discussion to fill gaps
  • Removal of the section on simulation
  • A new exercise at the end, which uses data produced from a one month pilot of solutions

The attached zip file contains the case study and the data tables.

Thanks to Malcolm Moore for providing the original case and data set.

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