reduction aht analyze

28/03/20161

Identifying Potential Causes Xs

S No. Potential Cause Operational Definition Data Type Test of be performed

1 Team LeaderThe process owner, who is responsible for managing the performance of a set of associates in a given shift

Discrete General Linear Model

2 AssociateThe individual whose performance in a given shift contributes to the performance of that set of people & the overall process

Discrete General Linear Model

3 Process Complexity The level of reasoning & decision making involved in the process Discrete Moods Median

4 TrainerA person responsible for taking the new hires through the training module of the process & also responsible for downloading new updates to the existing process members

Discrete Moods Median

5 Process KnowledgeThe level of knowledge held by an individual associate about the process, gauged through the scores in the process test conducted

Discrete Moods Median

6 Typing SpeedThe individual skill possessed by each associate of typing gauged by the numberof words typed by the individual per second

Continuous Correlation Regression

7 Shift Timing A set of hours required to be logged in by an associate in a day Discrete General Linear Model

8 Gender The sex of the individual associate logged in to take calls Discrete Moods Median

9 Centre wise The place where the operations is set up & function from Discrete Mann Whitney

10 Age The number of years an individual associate is old in his / her span of life Discrete Correlation Regression

11 Marital Status Married or un married Discrete Moods Median

12 Mode of Communication Language or Dialect. The medium used by an associate to converse Discrete Moods Median

13 TenureThe time in months / years which an individual associate has spent in the particular process

Continuous Correlation Regression

Analyze

28/03/20162

General Linear Model: AHT versus Team Leader

Factor Type Levels Values

Team Leader fixed 5 Binny, Jai, Ravi, Shishir, Sunny

Analysis of Variance for AHT, using Adjusted SS for Tests

Source DF Seq SS Adj SS Adj MS F P

Team Leader 4 460303 460303 115076 1.55 0.188

Error 540 40207340 40207340 74458

Total 544 40667643

S = 272.870 R-Sq = 1.13% R-Sq(adj) = 0.40%

Mood median test for AHTChi-Square = 3.30 DF = 4 P = 0.508

Individual 95.0% CIs

Team Leader N<= N> Median Q3-Q1 ---------+---------+---------+-------

Binny 49 61 391 516 (--------*----------)

Jai 58 50 315 401 (----*-------)

Ravi 61 51 325 400 (------*---)

Shishir 48 55 369 544 (-----------*-------------)

Sunny 57 55 292 507 (-------*-------------)

---------+---------+---------+-------

300 400 500

Team Leader Impact on AHT Analyze

28/03/20163

Associate Impact on AHT

General Linear Model: AHT versus

Associate Name


Associate Name fixed 69 Aasim, Abhinav, Aftab, Ajit, Akhlaq,

Akhtar, Akshay, Ali, Alka, Aman, Amit, Anas, Ankit, Ankita, Anukriti,

Anupama, Arpita, Arti, Arun, Babita, Balbeer, Bapan, Bharti,

Bhushan, Bhuvan, Bipin, Daniel, Divya, Fahim, Faisal, Garima,

Himesh, Husain, Kanchan, Kavita, Kirti, Komal, Kritika, Nidhi,

Nilesh, Nitin, Partho, Preeti, Priya, Qasim, Ragini, Rahul, Ram,

Raman, Ramesh, Rita, Rohini, Rohit, Roopali, Roshan, Sheeba,

Shefali, Shoaib, Sita, Sobha, Sunny, Suzainne, Tanay, Tanya, Tariq,

Vaibhav, Vinit, Vinita, Vishi



Associate Name 68 4498154 4498154 66149 0.87 0.757

Error 476 36169489 36169489 75986

Total 544 40667643

S = 275.656 R-Sq = 11.06% R-Sq(adj) = 0.00%

Analyze

28/03/20164

Process Complexity Impact on AHT

Mood Median Test: AHT versus Process Complexity

Mood median test for AHT

Chi-Square = 0.41 DF = 1 P = 0.521

Process Individual 95.0% CIs

Complexity N<= N> Median Q3-Q1 --+---------+---------+---------+----

L1 117 124 355 406 (---------------*------)

L2 156 148 319 524 (------------*---------------------)

--+---------+---------+---------+----

280 315 350 385

Overall median = 336

A 95.0% CI for median(L1) - median(L2): (-59,78)

Analyze

28/03/20165

Trainer Impact on AHT

Mood Median Test: AHT versus Trainer


Chi-Square = 53.57 DF = 5 P = 0.000


Trainer N<= N> Median Q3-Q1 +---------+---------+---------+------

Amit 56 32 247 367 (--*-----)

Atul 56 20 194 247 (--*-)

Daniel 69 49 270 459 (---*----)

Rashid 21 43 535 517 (-------*------)

Ruby 42 91 494 454 (------*------)

Sonia 29 37 435 359 (--------*----)

+---------+---------+---------+------

150 300 450 600


Analyze

28/03/20166

Process Knowledge Impact on AHT

Mood Median Test: AHT versus Process Knowledge


Chi-Square = 16.62 DF = 31 P = 0.984

Process Individual 95.0% CIs

Knowledge N<= N> Median Q3-Q1 -----+---------+---------+---------+-

0.1222 7 8 337 601 (---------*----------------)

0.1300 9 6 192 611 (----*------------------------)

0.3100 6 9 499 515 (------------*---------)

0.3300 6 10 598 460 (---------------*---)

0.4000 9 7 297 276 (------*-----)

0.4566 10 6 278 429 (-----*----------)

0.4800 10 6 261 459 (----*----------)

0.5500 10 6 226 289 (---*-------)

0.5579 8 7 326 336 (--*-------------)

0.5700 9 7 309 497 (-----*------------------)

0.6332 7 8 373 425 (----------*---------)

0.6455 8 7 310 615 (-------*------------------)

0.6500 9 7 277 521 (----*--------------------)

0.6569 6 9 435 536 (------------*----------)

0.6600 15 17 370 465 (---------*-------)

0.7500 9 7 235 619 (----*-----------------------)

0.7543 8 8 330 528 (------*----------------)

0.7700 6 10 491 474 (-----------*---------)

0.8200 6 10 399 257 (-----*----)

0.8413 7 8 426 626 (--------------*--------------)

0.8500 12 11 335 546 (-------*------------)

0.8700 7 9 382 380 (-------*--------)

0.8900 11 5 233 299 (----*------)

0.9000 11 12 366 467 (-------*--------)

0.9100 7 9 386 530 (-------*---------------)

0.9311 7 8 430 392 (---------*------)

0.9354 5 10 496 479 (------------*--------)

0.9534 9 7 272 444 (------*--------------)

0.9644 8 7 297 470 (--------*-----------)

0.9700 5 10 432 416 (---------*--------)

0.9900 18 13 298 456 (------*------)

1.0000 8 8 297 459 (-------*--------------)

-----+---------+---------+---------+-

200 400 600 800


Analyze

28/03/20167

Shift Timing Impact on AHT

General Linear Model: AHT versus Shift


Shift fixed 3 Evening, Morning, Night



Shift 2 393119 393119 196559 2.65 0.072

Error 542 40274525 40274525 74307

Total 544 40667643

S = 272.594 R-Sq = 0.97% R-Sq(adj) = 0.60%

Unusual Observations for AHT

Obs AHT Fit SE Fit Residual St Resid

11 988.000 388.490 22.038 599.510 2.21 R

59 987.000 389.121 17.633 597.879 2.20 R

127 941.000 388.490 22.038 552.510 2.03 R

139 953.000 388.490 22.038 564.510 2.08 R

147 974.000 389.121 17.633 584.879 2.15 R

149 956.000 389.121 17.633 566.879 2.08 R

156 935.000 389.121 17.633 545.879 2.01 R

177 992.000 389.121 17.633 602.879 2.22 R

202 973.000 389.121 17.633 583.879 2.15 R

211 978.000 389.121 17.633 588.879 2.16 R

276 938.000 389.121 17.633 548.879 2.02 R

298 972.000 389.121 17.633 582.879 2.14 R

483 939.000 389.121 17.633 549.879 2.02 R

499 953.000 388.490 22.038 564.510 2.08 R

501 963.000 388.490 22.038 574.510 2.11 R

517 965.000 389.121 17.633 575.879 2.12 R

R denotes an observation with a large standardized residual.

Analyze

28/03/20168

Impact of typing speed on AHTRegression Analysis: AHT versus Typing Speed

The regression equation is

AHT = 578 - 5.45 Typing Speed

Predictor Coef SE Coef T P

Constant 578.27 51.21 11.29 0.000

Typing Speed -5.449 1.575 -3.46 0.001

S = 270.700 R-Sq = 2.2% R-Sq(adj) = 2.0%

Analysis of Variance

Source DF SS MS F P

Regression 1 877472 877472 11.97 0.001

Residual Error 543 39790171 73278

Total 544 40667643

Unusual Observations

Typing

Obs Speed AHT Fit SE Fit Residual St Resid

11 24.0 988.0 447.5 16.8 540.5 2.00R

40 56.0 44.0 273.1 40.0 -229.1 -0.86 X

47 56.0 296.0 273.1 40.0 22.9 0.09 X

59 25.0 987.0 442.1 15.7 544.9 2.02R

110 56.0 657.0 273.1 40.0 383.9 1.43 X

117 56.0 677.0 273.1 40.0 403.9 1.51 X

162 31.0 988.0 409.4 11.6 578.6 2.14R

177 45.0 992.0 333.1 24.0 658.9 2.44R

180 56.0 111.0 273.1 40.0 -162.1 -0.61 X

187 56.0 141.0 273.1 40.0 -132.1 -0.49 X

250 56.0 191.0 273.1 40.0 -82.1 -0.31 X

257 56.0 133.0 273.1 40.0 -140.1 -0.52 X

298 30.0 972.0 414.8 11.9 557.2 2.06R

320 56.0 782.0 273.1 40.0 508.9 1.90 X

327 56.0 169.0 273.1 40.0 -104.1 -0.39 X

390 56.0 237.0 273.1 40.0 -36.1 -0.14 X

397 56.0 371.0 273.1 40.0 97.9 0.37 X

460 56.0 124.0 273.1 40.0 -149.1 -0.56 X

467 56.0 160.0 273.1 40.0 -113.1 -0.42 X

476 27.0 974.0 431.2 13.7 542.8 2.01R

517 37.0 965.0 376.7 14.3 588.3 2.18R

530 56.0 195.0 273.1 40.0 -78.1 -0.29 X

537 56.0 113.0 273.1 40.0 -160.1 -0.60 X


X denotes an observation whose X value gives it large leverage.

Analyze

28/03/20169

Gender Impact on AHT

Mood Median Test: AHT versus Gender


Chi-Square = 0.02 DF = 1 P = 0.892


Gender N<= N> Median Q3-Q1 -----+---------+---------+---------+-

F 118 116 335 471 (------------*----------------)

M 155 156 344 485 (-------------------*--------------)

-----+---------+---------+---------+-

300 330 360 390


A 95.0% CI for median(F) - median(M): (-78,78)

Analyze

28/03/201610

Center wise Impact on AHT

Mann-Whitney Test and CI: AHT_C5, AHT_C6

N Median

AHT_C5 303 363.00

AHT_C6 242 299.00

Point estimate for ETA1-ETA2 is 8.00

95.0 Percent CI for ETA1-ETA2 is (-30.01,49.02)

W = 83501.0

Test of ETA1 = ETA2 vs ETA1 not = ETA2 is significant at 0.6688

The test is significant at 0.6688 (adjusted for ties)

Analyze

28/03/201611

Age Impact on AHT

Regression Analysis: AHT versus AgeThe regression equation is

AHT = 377 + 1.03 Age


Constant 377.02 75.94 4.96 0.000

Age 1.025 2.686 0.38 0.703

S = 273.632 R-Sq = 0.0% R-Sq(adj) = 0.0%


Source DF SS MS F P

Regression 1 10905 10905 0.15 0.703

Residual Error 543 40656738 74874

Total 544 40667643Unusual Observations

Obs Age AHT Fit SE Fit Residual St Resid

11 27.0 988.0 404.7 12.0 583.3 2.13R

21 39.0 336.0 417.0 31.9 -81.0 -0.30 X

50 39.0 262.0 417.0 31.9 -155.0 -0.57 X

59 25.0 987.0 402.6 14.1 584.4 2.14R

91 39.0 678.0 417.0 31.9 261.0 0.96 X

120 39.0 576.0 417.0 31.9 159.0 0.59 X

139 27.0 953.0 404.7 12.0 548.3 2.01R

147 36.0 974.0 413.9 24.6 560.1 2.06R

161 39.0 905.0 417.0 31.9 488.0 1.80 X

162 36.0 988.0 413.9 24.6 574.1 2.11R

177 32.0 992.0 409.8 16.0 582.2 2.13R

190 39.0 806.0 417.0 31.9 389.0 1.43 X

202 22.0 973.0 399.6 19.8 573.4 2.10R

211 25.0 978.0 402.6 14.1 575.4 2.11R

231 39.0 832.0 417.0 31.9 415.0 1.53 X

260 39.0 144.0 417.0 31.9 -273.0 -1.00 X

298 27.0 972.0 404.7 12.0 567.3 2.08R

301 39.0 555.0 417.0 31.9 138.0 0.51 X

330 39.0 619.0 417.0 31.9 202.0 0.74 X

352 27.0 962.0 404.7 12.0 557.3 2.04R

371 39.0 296.0 417.0 31.9 -121.0 -0.45 X

400 39.0 642.0 417.0 31.9 225.0 0.83 X

441 39.0 229.0 417.0 31.9 -188.0 -0.69 X

470 39.0 429.0 417.0 31.9 12.0 0.04 X

476 27.0 974.0 404.7 12.0 569.3 2.08R

501 27.0 963.0 404.7 12.0 558.3 2.04R

511 39.0 181.0 417.0 31.9 -236.0 -0.87 X

517 27.0 965.0 404.7 12.0 560.3 2.05R

540 39.0 666.0 417.0 31.9 249.0 0.92 X



Analyze

28/03/201612

Marital Status Impact on AHT

Mood Median Test: AHT versus Marital Status


Chi-Square = 0.05 DF = 1 P = 0.822

Marital Individual 95.0% CIs

Status N<= N> Median Q3-Q1 --------+---------+---------+--------

M 115 112 330 460 (----------*---------------------)

S 158 160 341 480 (----------*----------)

--------+---------+---------+--------

320 360 400


A 95.0% CI for median(M) - median(S): (-75,80)

Analyze

28/03/201613

Impact of Communication on AHT

Mood Median Test: AHT versus Mode of

Communication


Chi-Square = 0.99 DF = 1 P = 0.319

Mode of Individual 95.0% CIs

Communication N<= N> Median Q3-Q1 ---------+---------+---------+-------

E 146 157 366 466 (-----------------*--------------)

H 127 115 318 482 (-------*--------------)

---------+---------+---------+-------

320 360 400


A 95.0% CI for median(E) - median(H): (-41,94)

Analyze

28/03/201614

Impact of Tenure on AHT

Regression Analysis: AHT versus Tenure

The regression equation is

AHT = 405 + 0.06 Tenure


Constant 405.39 31.59 12.83 0.000

Tenure 0.058 6.381 0.01 0.993

S = 273.668 R-Sq = 0.0% R-Sq(adj) = 0.0%


Source DF SS MS F P

Regression 1 6 6 0.00 0.993

Residual Error 543 40667637 74894

Total 544 40667643

Unusual Observations

Obs Tenure AHT Fit SE Fit Residual St Resid

11 8.0 988.0 405.9 24.7 582.1 2.14R

12 9.0 204.0 405.9 30.4 -201.9 -0.74 X

13 10.0 355.0 406.0 36.4 -51.0 -0.19 X

59 4.0 987.0 405.6 12.3 581.4 2.13R

82 9.0 475.0 405.9 30.4 69.1 0.25 X

83 10.0 135.0 406.0 36.4 -271.0 -1.00 X

139 5.0 953.0 405.7 12.0 547.3 2.00R

147 1.0 974.0 405.4 25.8 568.6 2.09R

149 5.0 956.0 405.7 12.0 550.3 2.01R

152 9.0 847.0 405.9 30.4 441.1 1.62 X

153 10.0 116.0 406.0 36.4 -290.0 -1.07 X

162 2.0 988.0 405.5 20.3 582.5 2.13R

177 5.0 992.0 405.7 12.0 586.3 2.14R

202 3.0 973.0 405.6 15.5 567.4 2.08R

211 2.0 978.0 405.5 20.3 572.5 2.10R

222 9.0 929.0 405.9 30.4 523.1 1.92 X

223 10.0 768.0 406.0 36.4 362.0 1.33 X

292 9.0 766.0 405.9 30.4 360.1 1.32 X

293 10.0 5.0 406.0 36.4 -401.0 -1.48 X

298 3.0 972.0 405.6 15.5 566.4 2.07R

352 3.0 962.0 405.6 15.5 556.4 2.04R

362 9.0 268.0 405.9 30.4 -137.9 -0.51 X

363 10.0 699.0 406.0 36.4 293.0 1.08 X

432 9.0 386.0 405.9 30.4 -19.9 -0.07 X

433 10.0 282.0 406.0 36.4 -124.0 -0.46 X

476 7.0 974.0 405.8 19.3 568.2 2.08R

499 5.0 953.0 405.7 12.0 547.3 2.00R

501 8.0 963.0 405.9 24.7 557.1 2.04R

502 9.0 667.0 405.9 30.4 261.1 0.96 X

503 10.0 439.0 406.0 36.4 33.0 0.12 X

517 2.0 965.0 405.5 20.3 559.5 2.05R



Analyze

28/03/201615

S No. Potential Cause Data Type Test performed P value

1 Team Leader Discrete General Linear Model 0.188

2 Associate Discrete General Linear Model 0.757

3 Process Complexity Discrete Moods Median 0.521

4 Trainer Discrete Moods Median 0.000

5 Process Knowledge Discrete Moods Median 0.984

6 Typing Speed Continuous Correlation Regression 0.000

7 Shift Timing Discrete General Linear Model 0.072

8 Gender Discrete Moods Median 0.892

9 Centre wise Discrete Mann Whitney 0.6688

10 Age Discrete Correlation Regression 0.703

11 Marital Status Discrete Moods Median 0.822

12 Mode of Communication Discrete Moods Median 0.319

13 Tenure Continuous Correlation Regression 0.000

Evaluation for X’s impacting AHT Analyze

reduction aht analyze

Data & Analytics