Process Control

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Statistical Process Control for Being Productive at Work
Steve Junigan
OPS/571
December 10, 2011
Phil Smith

Statistical Process Control for Being Productive at Work

Several factors can cause an unproductive day at work. There are control limits that could take an enrollment advisor off task, causing a spike in productivity, or a decline in performance. There are seasonal factors that can cause drastic changes in productivity as well. Confidence intervals can also affect the efficiency of an enrollment advisors day, showing what the average amount of time day an advisor services a student versus being unproductive. This was examined by taking a sample of production data over several weeks for this assignment.

Control Limits
“Control limits are based on past performance. They are the voice of the process telling you what variability the process has produced in the past, with the intention of recognizing when a sufficient change from the past has occurred to justify adjusting the process. It is possible for a process to be incapable of meeting a specification while remaining in statistical control - we are predictably making product out of spec” (winspc.com). If we review data or statistics of past performance, we are able to see what variables may influence the production of an advisor on any given day. Once the data was reviewed, we were able to the see the days with the most production came when there were more outbound dials made to students, this could consist of follow up calls, new students requesting information, or setting appointments. On days of more production we also saw less staff meetings occur, taking up valuable time that could be spend assisting students. We were also able to see that students who came into the campus for face-to-face meetings, tended to follow through more and stick with enrolling and starting school. Below we can see the direct correlation with number of outbound dials and or face-to-face appointments typically...
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