Welcome! Please read this page (in particular) very carefully. Instructions You need to understand how to send your assignments (deliverables) to your instructor. The tabs (bottom of each sheet) in this document contain all of the deliverables expected of you. If you need help along the way, look for these special cells that have a red indicator in the corner. It looks like the "Read me" box to the right: Read me Simply slide your cursor over the red-cornered cell and you will get more information. The format for all of the deliverables is the same: The 'objective' is in black font. It describes what you are doing the particular deliverable. The next segment is in green font. These are your instructions. The blue font is the data (where applicable) that you will need to complete the deliverable. Software We are using Excel software for the projects. You may use other software to complete your projects, but please 'report' your answers in the Excel format described below. You may complete your assignments with any version of Excel software. All assignments can easily be completed with a basic copy of Excel. There is also an Add-In feature which is available for Excel that can be helpful, although it is not required. The Add-In feature comes free with each Excel package, although it may not be currently loaded into your copy of Excel. Following are the simple instruction for loading the Excel Add-ins for both Excel 2003 and Excel 2007. (Slide your cursor over the red-cornered cells to read) Excel 2003 Excel Novice - Please read Excel 2007 Project Timeline Follow the submission scheduled posted on the Main Discussion Board!! Remember that the entire project must be 100% correct and complete by no later than midnight EST one week (7 days) BEFORE the last day of class. Deliverables include: Project charter (target week 3 or sooner) Baseline sigma (week 4 or sooner) SIPOC (week 5 or sooner) Pareto chart (week 6 or sooner) Expected Variation (week 7 or sooner) Stem & leaf (week 8 or sooner) Scatter diagram (week 10 or sooner) DOE (week 11 or sooner) Control chart (XmR) ( week 12 or sooner) Pp Ppk (week 13 or sooner) How to submit an Assignment In response to customers like you, we have added a peach-colored box for each deliverable. We have done this to make it clear (and consistent) the areas of the project that will be reviewed to your instructor. Project: Deliverable: Student last name: I.T. Project Improve phase - gen. sol. Johnson What is the control chart telling you? There is a point out of control at subgroup #15. I would try to figure out why that happened. We would also recalculate the control limits because there is evidence the process has changed. What is the average of subgroup 1? What is the average of subgroup 2? What is the average of subgroup 3? What is the average of subgroup 4? What is the average of subgroup 5? What is the average of subgroup 6? What is the average of subgroup 7? What is the average of subgroup 8? 22 34 23 22 25 23 29 27 Read this! To send each assignment to your instructor: Click-and-hold the LEFT mouse button at the TOP-LEFT corner of the peach-colored box, then while holding down on that button, drag to the LOWER-RIGHT corner of the box. This will highlight the entire peach-colored box. Release the mouse button. Do a CTRL-C. This will copy what has been highlighted. Go to your Villanova website and follow this sequence: 1. COURSE MENU 2. CLASS ROSTER 3. Click on your instructor's email envelope icon 4. Type "Check My Work - ASSIGNMENT NAME - PROJECT NAME" in the SUBJECT box. 5. Click once inside of the message box 6. Do a CTRL-V. This will paste your deliverable into this box. Don't be concerned if after you paste it, the appearance of the text is out of alignment. It will straighten out after you hit SEND. 7. SEND Check your SENT ITEMS folder afterward to see how it straightened out. VERY IMPORTANT!! Be sure to submit your assignments for grading as you complete each one and following the submission scheduled posted on the message board - DO NOT WAIT UNTIL THE END OF THE COURSE TO SEND THEM ALL IN. NOTE THAT THE ENTIRE PROJECT MUST BE 100% CORRECT BY ONE WEEK BEFORE THE END OF CLASS OR YOU WILL FAIL THE PROJECT AND THE COURSE. This means that you must submit ALL of your assignments far enough in advance of the project completion deadline to allow time for all necessary corrections to be made. Following the submission schedule is the best way to ensure that you have enough time to finish the project by the completion deadline - failure to meet the submission due dates can result in failing the course. Very few assignments are correct on the first submission and many require multiple rework attempts, so don't procrastinate! This spreadsheet tab provides illustrations of adding the DATA ANALYSIS capability to your Excel software. If you see Data Analysis already listed under the Tools tab, you are set. If you do not see Data Analysis follow the instructions in the Green tab. Excel 2003 instructions Excel 2003 or earlier versions of Excel example This spreadsheet tab provides illustrations of adding the DATA ANALYSIS capability to your 2007 Excel software. If you see Data Analysis already listed under the DATA tab, you are set. If you do not see Data Analysis follow the instructions in the Green tab. Excel 2007 instructions Excel 2007 example The I.T. Project Service Desk Department The Service Desk Department consists of four teams - the Telecom Team responsible for phone infrastructure, the Server /Network Team, a Help Desk that handles first-level assistance and bug tracking, and a Desk-Side Support Team (DSST). All four teams serve only internal customers people who work in the same company as the Service Desk. Telecom Team The Telecom Team handled 1,893 installations -- Private Branch Exchanges (PBX), Voicemail (VM), and Voice-Over Internet Protocol (VOIP), telephone sets, modems and fax machines. Of those who responded to the customer satisfaction survey: 45.5% strongly agreed that their needs were met 31.26% agreed that their needs were met 22.8% neutral that their needs were met 0.44 disagreed 0.00 strongly disagreed Service/Network Team The SNT had a quiet year. Bandwidth and latency levels were maintained within specification limits and unscheduled the cumulative downtime was held to an acceptable level. (16 minutes total for the year) Help Desk Team The HD received 9,687 requests last year. Of those who participated in the customer satisfaction survey: 36.78% strongly agreed that their needs were met 62.06% agreed that their needs were met 1.16% neutral that their needs were met 0.00 disagreed 0.00 strongly disagreed Desk-top Support Team (DSST) The DSST receives their marching orders from the HD to set up and configure computers for new users within the company -- dealing with software complaints, hardware issues, moving workstations, etc. Last year 3626 DSST received requests from other internal employees. Of those employees they served who participated in the customer satisfaction survey: 2.3% strongly agreed that their needs were met 25.6% agreed that their needs were met 65.8% neutral that their needs were met 3.6 disagreed 2.7 strongly disagreed The director of the service department says that any 'strongly disagree' or simply 'disagree' responses are considered to be defects. She was unhappy that ~66% were 'on the fence', but when she was pressed for an 'operational definition', she said the defect ratings do not include the 'neutral' ratings. Bottom Line: The director is not happy. When asked by the team sponsor about any 'pain points', she had no hesitation. She wants the DSST to improve the level of customer satisfaction. The deadline for having all project deliverables 100% correct is 7 days prior to the end of the course. Objective: A problem statement needs to be developed. There needs to be a business case so that management will buy-in to having the team working on the project. The scope of the project also needs to be decided upon. This is important to ensure a likely successful completion. If the scope is too broad, a success may not be realized for years, or may not happen at all. Instructions for you: Create a project charter based "Create a charter?" upon the information in the introduction. (see "The project" tab) In reality, you would fill in a charter with team members' names, stake holders, etc. We are not interested in those details for this simulation, but we do want to see what you come up with for four (4) items: Problem statement, business case, goal and project scope. How to submit an Assignment TARGET ASSIGNMENT DATE - Submit in Week 3 or earlier Project: Deliverable: Student last name: I.T. Project 2016 Project charter Anick What is the business case? (Use more than give 2 sentences.) looking to better understand whyno their clients specific ratings when they fill out a satisfaction survey. The Service Desk Department can utilize up to $7,500 to gain further information from the current survey information as well as implementing new ways to better assist their clients, which will give the department an overall savings of more than $12,000 over the next 6 month What is the problem statement? (Use no more than 2 sentences.) The Desktop Support Team is the team that needs the most assistance with their customer satisfaction rating. Improving this team's customer satisfaction level will improve the overall satisfaction level for the Service Desk department. "Business Case?" "Problem Statement" What is the goal statement? (Use one sentence.) Shifting 40% of the responses received from neutral to agreed for the Desktop Support Team's service level will increase the overall satisfaction level for the Service Desk Department. "Goal Statement" What is the project scope? (This is not your goal statement! Use one sentence.) Utilizing team leads, as well as an outside consultant, the Service Desk Department should take no more than 3 months to bring the neutral level rating down from 65.8% to 39.5% (or less), and that would increase the overall satisfaction for the Service Desk Department, as well as help decrease the amount of repeat support calls that the Department is receiving. "The project scope?" Read this! To send each assignment to your instructor: Click-and-hold the LEFT mouse button at the TOP-LEFT corner of the peach-colored box, then while holding down on that button, drag to the LOWER-RIGHT corner of the box. This will highlight the entire peach-colored box. Release the mouse button. Do a CTRL-C. This will copy what has been highlighted. Go to your Villanova website and follow this sequence: 1. COURSE MENU 2. CLASS ROSTER 3. Click on your instructor's email envelope icon 4. Type "Check My Work - Charter" in the SUBJECT box. 5. Click once inside of the message box 6. Do a CTRL-V. This will paste your deliverable into this box. Don't be concerned if after you paste it, the appearance of the text is out of alignment. It will straighten out after you hit SEND. 7. SEND Check your SENT ITEMS folder afterward to see how it straightened out. Please 'hand-in' your assignments throughout the course. DO NOT SAVE THEM FOR THE END. The deadline for having all project deliverables 100% correct is 7 days prior to the end of the course. Objective: We want to view the process from a high level in order to see the major process elements. SIPOC - Suppliers, Inputs, Process, Outputs, Customers Instructions for you: Create a SIPOC map of the process based upon the IT case study write-up (found at "The project" tab). Feel free to use your imagination in doing this piece of the project. Think about your own experience from submitting or responding to a help-desk request to come up with the 'suppliers', 'inputs', 'process', 'outputs', and 'customers.' Note: Normally the SIPOC map is constructed horizontally. When mailing this deliverable to your instructor, it formats better vertically. How to submit an Assignment TARGET ASSIGNMENT DATE - Submit in Week 4 or earlier Project: Deliverable: Student last name: I.T. Project 2016 SIPOC Anick Suppliers: (At least 3) Computer manufacturers Software companies Office supply companies Outside technical support Survey Participators HINT! Inputs: Support from the other teams in the Service Desk department (At least 3) Survey incentives (if you fill out the survey...) Support from the Desktop Support team New hardware and software (including upgrading current versions to the most updated one) Responses from surveys up until the start of the project HINT! Process Step 1: Meet with clients Process Step 2: Understand their given rating Process Step 3: See what their needs are for change Process Step 4: Present options for change Process Step 5: Come to agreement that the changes were made Process Step 6: Continue to improve to avoid a backslide Process Step 7: Process Step 8: Outputs::::: (At least 3) New clients being supported Service level improvement Less repeat calls Current clients being more well supported HINT! Customers: (At least 3) Current clients employeed Newly hired clients Department heads Service Desk department HINT! Read this! To send each assignment to your instructor: Click-and-hold the LEFT mouse button at the TOP-LEFT corner of the peach-colored box, then while holding down on that button, drag to the LOWER-RIGHT corner of the box. This will highlight the entire peach-colored box. Release the mouse button. Do a CTRL-C. This will copy what has been highlighted. Go to your Villanova website and follow this sequence: 1. COURSE MENU 2. CLASS ROSTER 3. Click on your instructor's email envelope icon 4. Type "Check My Work - SIPOC" in the SUBJECT box. 5. Click once inside of the message box 6. Do a CTRL-V. This will paste your deliverable into this box. Don't be concerned if after you paste it, the appearance of the text is out of alignment. It will straighten out after you hit SEND. 7. SEND Check your SENT ITEMS folder afterward to see how it straightened out. Please 'hand-in' your assignments throughout the course. DO NOT SAVE THEM FOR THE END. The deadline for having all project deliverables 100% correct is 7 days prior to the end of the course. Objective: Your boss wants to know the limits of expected variation for the DSST resolution times. Assuming that the process is normally distributed, you know you can calculate/predict the limits of expected variation by calculating the mean and standard deviation for the data and then using the properties of the normal distribution to estimate the limits of the expected variation. Instructions for you: 1. Calculate the average for each. Use Excel 2003 to find mean and Standard Deviation 2. Calculate the standard deviation for each. Use Excel 2007 to find mean and Standard Deviation 3. From these calculations, determine the range of expected variation. You can complete this assignment by hand as taught in the lecture, or you can use Excel, or you may use a calculator or other software. We explain the fundamentals of the calculations, so that you learn the mechanics and the meaning of standard deviation. This approach gives you an understanding of standard deviation, which then allows you to be flexible in the tools that you use. 4. Create a histogram from this data. Use the appropriate number of cells to represent the data. Hint: There is a 'rules of thumb' cell choice table in the HISTOGRAM (part I) section of your workbook. 5. By looking at the histogram, is the process normally distributed? Is there obvious assignable-cause variation? Histograms in Excel 2003 Histograms in Excel 2007 More on Bin Ranges Data: Average Resolution Times for last month (measured in contiguous hours) 24 27 18 11 22 27 17 23 17 5 17 28 24 17 8 21 26 23 17 31 18 27 22 27 17 40 22 18 17 18 28 TARGET ASSIGNMENT DATE - Submit in Week 5 or earlier YOU DO NOT NEED TO SUBMIT A HISTOGRAM FOR THIS DELIVERABLE Project: I.T. Project 2016 Deliverable: Expected Variation How do I determine if it's Student last name: approximately normal? Anick Mean: Standard deviation: Are the data approximately bell shaped? What is the lowest point of expected variation? What is the upper point of expected variation? 21.193548 6.901301 Yes 0.489645 41.897452 Check ROUND ALL FINAL RESULTS TO Check 6 DECIMAL PLACES. Help Help Check Check Read this! To send each assignment to your instructor: Click-and-hold the LEFT mouse button at the TOP-LEFT corner of the peach-colored box, then while holding down on that button, drag to the LOWER-RIGHT corner of the box. This will highlight the entire peach-colored box. Release the mouse button. Do a CTRL-C. This will copy what has been highlighted. Go to your Villanova website and follow this sequence: 1. COURSE MENU 2. CLASS ROSTER 3. Click on your instructor's email envelope icon 4. Type "Check My Work - Expected Variation" in the SUBJECT box. 5. Click once inside of the message box 6. Do a CTRL-V. This will paste your deliverable into this box. Don't be concerned if after you paste it, the appearance of the text is out of alignment. It will straighten out after you hit SEND. 7. SEND Check your SENT ITEMS folder afterward to see how it straightened out. Please 'hand-in' your assignments throughout the course. DO NOT SAVE THEM FOR THE END. The deadline for having all project deliverables 100% correct is 7 days prior to the end of the course. Objective: The team wants to know if there is an obvious reason for resolution times being longer than what is acceptable. One of the team members suggested using a stem-and-leaf diagram to get a visualization of the variation in resolution times. Average resolution times were recorded for the past 70 days. By looking at the numbers below, can you tell if there is assignable cause variation? Unless you have a graphing function in your head, it is difficult to tell. So, that is the question. "Is there assignable-cause variation that can be realized from the 70 data values listed?" Your job is to answer that question. You could use a histogram or control chart to answer that question, but your sponsor wants to keep the actual raw data when reviewing the tool of choice. So, you will be using a stem-and-leaf diagram so that the raw data can be preserved. Construct a stem-and-leaf graph from the data. Is the process approximately normally distributed? If not, what is the stem-and-leaf telling you? What shape do you see? Instructions for you: 1. 2. 3. 4. Construct a stem-and-leaf diagram Answer the question: "Is there process approximately normally distributed?" What is the stem-and-leaf diagram telling you? What would you recommend? Data: I'm lost Average resolution times (last 10 weeks, measured in contiguous hours) 16 16 17 37 47 32 48 21 18 75 15 17 13 47 11 47 38 17 20 49 19 16 26 17 65 15 17 48 16 44 48 45 50 49 63 17 22 10 18 51 14 80 6 49 48 47 48 52 46 48 47 20 71 47 50 95 47 20 50 35 21 46 48 20 64 16 44 82 51 58 How to submit an Assignment TARGET ASSIGNMENT DATE - Submit in Week 6 or earlier Helpful tip - Sorting - Excel 2007 Helpful tip - Sorting - Excel 2003 Project: I.T. Project 2016 Deliverable: Stem & Leaf Student last name: Anick 9::: 8::: 7::: 6::: 5::: 4::: 3::: 2::: 1::: 0::: 5 0 1 3 0 4 2 0 0 6 2 5 4 0 4 5 0 1 5 0 5 7 0 3 1 6 8 0 4 1 6 2 7 8 7 7 7 7 7 7 8 8 8 8 8 8 8 9 1 5 1 5 2 6 6 6 6 6 6 7 7 7 7 7 7 8 8 9 Is it reasonably normally distributed? If it is not normal, what shape is it? (Use the correct name for this shape, not a description.) Based on this analysis, what is the next thing you would do? 9 9 No Binomial Examine results in the 1 row and 4 row to understand why more results occurred in those areas. "What's the purpose of the red line?" Read this! To send each assignment to your instructor: Click-and-hold the LEFT mouse button at the TOP-LEFT corner of the peach-colored box, then while holding down on that button, drag to the LOWER-RIGHT corner of the box. This will highlight the entire peach-colored box. Release the mouse button. Do a CTRL-C. This will copy what has been highlighted. Go to your Villanova website and follow this sequence: 1. COURSE MENU 2. CLASS ROSTER 3. Click on your instructor's email envelope icon 4. Type "Check My Work - Stem and Leaf" in the SUBJECT box. 5. Click once inside of the message box 6. Do a CTRL-V. This will paste your deliverable into this box. Don't be concerned if after you paste it, the appearance of the text is out of alignment. It will straighten out after you hit SEND. 7. SEND Check your SENT ITEMS folder afterward to see how it straightened out. Please 'hand-in' your assignments throughout the course. DO NOT SAVE THEM FOR THE END. The deadline for having all project deliverables 100% correct is 7 days prior to the end of the course. Objective: We want you to determine the baseline sigma with the Motorola 1.5 sigma shift. Note: You will need to refer to the tab entitled "The Project" for this deliverable. Instructions for you: Calculate the PPM/DPMO for this process and determine the baseline sigma with the Motorola shift. How to submit an Assignment TARGET ASSIGNMENT DATE - Submit in Week 8 or earlier Project: I.T. Project 2016 Deliverable: Baseline Sigma Student last name: Anick What is the baseline sigma? (Approximately) 3.0 (Use 1 decimal place) Check Read this! To send each assignment to your instructor: Click-and-hold the LEFT mouse button at the TOP-LEFT corner of the peach-colored box, then while holding down on that button, drag to the LOWER-RIGHT corner of the box. This will highlight the entire peach-colored box. Release the mouse button. Do a CTRL-C. This will copy what has been highlighted. Go to your Villanova website and follow this sequence: 1. COURSE MENU 2. CLASS ROSTER 3. Click on your instructor's email envelope icon 4. Type "Check My Work - Baseline Sigma" in the SUBJECT box. 5. Click once inside of the message box 6. Do a CTRL-V. This will paste your deliverable into this box. Don't be concerned if after you paste it, the appearance of the text is out of alignment. It will straighten out after you hit SEND. 7. SEND Check your SENT ITEMS folder afterward to see how it straightened out. Please 'hand-in' your assignments throughout the course. DO NOT SAVE THEM FOR THE END. The deadline for having all project deliverables 100% correct is 7 days prior to the end of the course. Objective: The team is certain there is a correlation between the number of DSST service requests received and the number of dissatisfied customers. If there really IS correlation with the set of data, the attention will be directed to determining how to improve the process considering the cause-effect relationship between the x's and y's. If there is no correlation evident in the set of data, the team will have to go 'back to the drawing board.' Instructions for you: With the data provided, construct a scatter diagrams to see if they are right. their hypothesis is correct. Data: Number of desk-side requests per specific week 172 132 130 206 199 223 201 169 135 200 189 110 203 189 224 197 188 125 199 194 Dissatisfied customers 4 6 2 4 6 4 8 7 5 3 7 8 6 5 8 4 8 2 6 8 Scatter Diagrams in Excel 2003 Scatter Diagrams in Excel 2007 Correlation Coefficient - Excel 2003 Correlation Coefficient - Excel 2007 207 7 How to submit an Assignment TARGET ASSIGNMENT DATE - Submit in Week 9 or earlier YOU DO NOT NEED TO SUBMIT THE ACTUAL SCATTER DIAGRAM Project: I.T. Project 2016 Deliverable: Scatter Diagram Student last name: Anick Is there strong correlation? IF there is strong correlation, is it positive or negative? No HINT! N/A Read this! To send each assignment to your instructor: Click-and-hold the LEFT mouse button at the TOP-LEFT corner of the peach-colored box, then while holding down on that button, drag to the LOWER-RIGHT corner of the box. This will highlight the entire peach-colored box. Release the mouse button. Do a CTRL-C. This will copy what has been highlighted. Go to your Villanova website and follow this sequence: 1. COURSE MENU 2. CLASS ROSTER 3. Click on your instructor's email envelope icon 4. Type "Check My Work - Scatter Diagram" in the SUBJECT box. 5. Click once inside of the message box 6. Do a CTRL-V. This will paste your deliverable into this box. Don't be concerned if after you paste it, the appearance of the text is out of alignment. It will straighten out after you hit SEND. 7. SEND Check your SENT ITEMS folder afterward to see how it straightened out. Please 'hand-in' your assignments throughout the course. DO NOT SAVE THEM FOR THE END. The deadline for having all project deliverables 100% correct is 7 days prior to the end of the course. Objective: You need to determine the 'biggest contributors to the problem.' One tool to accomplish this is the Pareto Chart. Instructions for you: Using the data (blue) below construct a Pareto chart (see the online textbook reading for more). We realize that you could simply pick the two or three process components without actually creating the Pareto Chart, but we want you to actually create the Pareto Chart because in reality management likes to see simple charts where they don't have to analyze the data to see the picture. That is why the Pareto Chart is used in the first place. SAMPLE Notice: The shaded section below has a practice problem intended to help you with this assignment. If you want to skip this hypothetical problem, you can. Hypothetical problem (This is NOT the project data which is why this is separated in a shaded box) Just to show you how this works, let's say the responses were as follows: Let's say that data reveals the following counts for help-desk occurrences for the month of July. Problem categories # of occurrences Email problem 12 This green area is just for practice. System configuration 37 The project is below in blue. File problem 41 Virus 45 This is a hypothetical example Printer problem 29 You will be doing this using different Lost connection 79 data for your project, but this is merely Computer locked up 43 showing you how to do it. System integration 34 Login problems 52 Misc. 22 The first thing you would have to do is sort the data from the largest count of occurrences to the smallest. It would look like this after sorting. Then, you would create a cumulative percentage column. Click once on any of the cumulative percentages to see the formula. Problem categories # of occurrences Cumulative % Lost connection 79 20% How did you get 20? Login problems 52 33% How did you get 33? Virus 45 45% Computer locked up 43 56% File problem 41 66% System configuration 37 75% System integration 34 84% Printer problem 29 91% Misc. 22 97% Email problem 12 100% 394 ..Back to the project itself... Data: Reasons for customer dissatisfaction: Got tired of waiting Software add not necessary Waiting on hardware Treatment by rep Call-in staff impatient Resolution unsatisfactory System incompatible Rework/recalls needed Expensive No follow-up Total customers choosing this particular response 6 4 4 3 2 2 1 1 1 1 Cumulative % Create a Pareto chart in Excel 2003 Create a Pareto chart in Excel 2007 YOU DO NOT NEED TO SEND THE ACTUAL PARETO CHART. Project: I.T. Project 2016 Deliverable: Pareto Chart Student last name: Anick Which ONE issue should your team focus on first based upon what the Pareto Chart is telling you, and why? The main issue is that customers were upset at how long they needed to wait, which ended up being seen in their survey responses (part of the reason in which the response is so low). How to submit an Assignment TARGET ASSIGNMENT DATE - Submit in Week 10 or earlier Read this! To send each assignment to your instructor: Click-and-hold the LEFT mouse button at the TOP-LEFT corner of the peach-colored box, then while holding down on that button, drag to the LOWER-RIGHT corner of the box. This will highlight the entire peach-colored box. Release the mouse button. Do a CTRL-C. This will copy what has been highlighted. Go to your Villanova website and follow this sequence: 1. COURSE MENU 2. CLASS ROSTER 3. Click on your instructor's email envelope icon 4. Type "Check My Work - Pareto Analysis" in the SUBJECT box. 5. Click once inside of the message box 6. Do a CTRL-V. This will paste your deliverable into this box. Don't be concerned if after you paste it, the appearance of the text is out of alignment. It will straighten out after you hit SEND. 7. SEND Check your SENT ITEMS folder afterward to see how it straightened out. Please 'hand-in' your assignments throughout the course. DO NOT SAVE THEM FOR THE END. The deadline for having all project deliverables 100% correct is 7 days prior to the end of the course. Objective: You recommend using a design of experiments approach to hopefully realize a breakthrough improvement. The team brainstorms a long list of possible reasons why the average resolution time is so long. From that list, the team has reduced it down to five factors they want to include in an experiment. They do not suspect any interactions, so they conclude a resolution III will be adequate. They refer to the resolution matrix (in Analyzing Fractional Factorial Designs lecture and the online textbook) and they find they can learn about the effects of those five factors in as little as eight experiments. Instructions for you: Construct an main effects plot for all five of the factors. We will do the first one for you as an example: Take an average of the response time minutes (y) when "staff size" was at (-). Then, do the same thing for when the results (y) when "staff size" was at (1). When at (-1) When at (+1) 7 9 28 25 26 8 6 28 Average 16.75 17.50 Data: The factors for the experiment were: A B C D E - level 8 FIFO In person Product A BHD Staff size Order of responding Method of responding Tracking software Operating system + level 16 By priority Via web Product B JK-7 The design below was taken from Minitab. There are other software packages that provide the same information. There can also be found in Design of Experiments textbooks. Trial 1 2 3 4 5 6 7 8 Staff sz 1 -1 1 -1 -1 1 1 -1 Order 1 -1 1 -1 1 -1 -1 1 Method -1 -1 1 1 1 -1 1 -1 Software -1 1 1 1 -1 1 -1 -1 Op sys Results (Y) (average resolution - in contiguous hours -1 9 1 7 Excel 2003 Tip -1 25 -1 28 Excel 2007 Tip 1 26 1 8 -1 28 1 6 How to submit an Assignment TARGET ASSIGNMENT DATE - Submit in Week 13 or earlier YOU DO NOT NEED TO SEND IN THE MAIN EFFECTS PLOTS Project: I.T. Project 2016 Deliverable: DOE Student last name: Anick Staff size Staff size + Order Order + Method Method + Software Software + Op sys Op sys + Actual value here Actual value here Actual value here Actual value here Actual value here Actual value here Actual value here Actual value here Actual value here Actual value here ROUND YOUR FINAL RESULTS TO 2 DECIMAL PLACES. Check Check Check Check Check Check Check Check Check Check Which two factors are most significant and what are the optimum settings for these two factors? Check Read this! To send each assignment to your instructor: Click-and-hold the LEFT mouse button at the TOP-LEFT corner of the peach-colored box, then while holding down on that button, drag to the LOWER-RIGHT corner of the box. This will highlight the entire peach-colored box. Release the mouse button. Do a CTRL-C. This will copy what has been highlighted. Go to your Villanova website and follow this sequence: 1. COURSE MENU 2. CLASS ROSTER 3. Click on your instructor's email envelope icon 4. Type "Check My Work - DOE" in the SUBJECT box. 5. Click once inside of the message box 6. Do a CTRL-V. This will paste your deliverable into this box. Don't be concerned if after you paste it, the appearance of the text is out of alignment. It will straighten out after you hit SEND. 7. SEND Check your SENT ITEMS folder afterward to see how it straightened out. Please 'hand-in' your assignments throughout the course. DO NOT SAVE THEM FOR THE END. The deadline for having all project deliverables 100% correct is 7 days prior to the end of the course. Objective: Earlier, you have made some progress as a result of the stem-and-leaf diagram. The team changed the process so that first-time requesters were processed ahead of the otherwise (first-in-first-out) process. This dramatically decreased the overall average response times. Many of the problems submitted by newer users were easier to resolve than the problems submitted by the more seasoned workers. The team also learned how to improve the process through the use of designed experiments. There were other improvements made through the use of other Six Sigma tools and techniques (aside from your project deliverables) and now the wait times are acceptable. Now, you want to ensure that they are staying that way and you want to practice "prevention" versus "detection." Part of your CONTROL strategy is to employ the use of an on-going capability study to ensure 'the plates are still spinning'--so-to-speak. And, the next deliverable will do that, but prior to performing a capability study, one must make sure the process is in statistical control. This is good, because the team decided to use a control chart as part of the CONTROL phase anyhow, so this will work out fine. In fact, let's do one now...just to make sure we are in statistical control. Instructions for you: Answer the questions and type those responses in the peach colored box below. Data: Average resolution times (in contiguous hours) in order of occurrence 1 10 2 17 Control Chart in Excel 2003 3 29 4 39 Control Chart Excel 2007 5 55 6 64 Help 7 28 8 6 "Don't I need special software?" 9 5 10 3 11 39 12 46 13 35 14 30 15 6 16 32 17 33 18 11 19 20 20 13 21 9 22 14 23 12 24 30 25 56 26 62 27 73 28 54 29 10 30 9 YOU DO NOT HAVE TO SUBMIT THE CONTROL CHART. JUST ANSWER THE QUESTIONS. Project: I.T. Project 2016 Deliverable: XmR Chart Student last name: Anick Upper control limit for the range: Upper control limit for the individuals: Lower control limit for the individuals: 44.949414 64.931264 0.000000 Is there adequate discrimination? Explain your answer: Which chart did you use and exactly how many strata are there on that chart? How many should there be? ROUND ALL RESULTS TO 6 DECIMAL PLACES. Help Help Check Wait times of above 65 minutes should be Help eliminated. There is adequate discrimination since we are able to see the exact wait time. If the process is unstable, what process would you follow to determine what is causing the instability? HINT The process is unstable because It is more than 2.66 standard deviations above the mean wait time. TARGET ASSIGNMENT DATE - Submit in Week 14 or earlier How to submit an Assignment Read this! To send each assignment to your instructor: Click-and-hold the LEFT mouse button at the TOP-LEFT corner of the peach-colored box, then while holding down on that button, drag to the LOWER-RIGHT corner of the box. This will highlight the entire peach-colored box. Release the mouse button. Do a CTRL-C. This will copy what has been highlighted. Go to your Villanova website and follow this sequence: 1. COURSE MENU Check Check Check 2. 3. 4. 5. 6. CLASS ROSTER Click on your instructor's email envelope icon Type "Check My Work - Control Chart" in the SUBJECT box. Click once inside of the message box Do a CTRL-V. This will paste your deliverable into this box. Don't be concerned if after you paste it, the appearance of the text is out of alignment. It will straighten out after you hit SEND. 7. SEND Check your SENT ITEMS folder afterward to see how it straightened out. Please 'hand-in' your assignments throughout the course. DO NOT SAVE THEM FOR THE END. The deadline for having all project deliverables 100% correct is 7 days prior to the end of the course. Objective: As mentioned in the last deliverable, one part of the CONTROL phase of DMAIC is to to use the control chart to control and monitor the process behavior. We use a capability study to determine how the process is performing in reference to the specifications, once we have a stable and predictable process as determined by the control chart. Assume that you addressed all of the assignable causes and the process is now stable. Your team decided to use a Pp/Ppk study. Reflected in the data below is last month's wait times under the new, stable process. You need to use this data in your Pp/Ppk study. You also need to construct a histogram as a part of your capability study to ensure that the process variation is still acting normal. By the way--finish this deliverable correctly and make all required corrections to the other assignments and you are finished with the project. Congratulations!!!! Instructions for you: 1. Construct a histogram from the data below. 2. Is the processes random, or normally distributed? 3. Calculate Pp and Ppk. Note: The upper and lower specifications are listed to the right of the data. You will need these to do the calculations. 4. Are the processes acceptable? Histograms in Excel 2003 Histograms in Excel 2007 More on Bin Ranges Pp, Ppk formulas Use Excel 2003 to find mean and Standard Deviation Use Excel 2007 to find mean and Standard Deviation Data: Data: Upper spec is 30 hours Average resolution times (contiguous hours) 2 11 9 8 6 12 9 9 8 13 11 7 7 10 14 4 8 10 9 9 15 9 9 6 10 9 7 9 8 5 Lower spec/target is 0 hours How to submit an Assignment TARGET ASSIGNMENT DATE - Submit in Week 15 or earlier YOU DO NOT NEED TO INCLUDE YOUR HISTOGRAM IN THIS ASSIGNMENT Project: I.T. Project 2016 Deliverable: Pp Ppk Student last name: Anick Pp (round final result to 6 decimal places): Ppk (round final result to 6 decimal places): Is the process reasonably normally distributed? Is the process acceptable? What is the basis for your decision? 1.817957 1.062495 Check Check No The process is acceptable because all issues have been addressed. How to submit an Assignment TARGET ASSIGNMENT DATE - Submit in Week 15 or earlier Read this! To send each assignment to your instructor: Click-and-hold the LEFT mouse button at the TOP-LEFT corner of the peach-colored box, then while holding down on that button, drag to the LOWER-RIGHT corner of the box. This will highlight the entire peach-colored box. Release the mouse button. Do a CTRL-C. This will HINT! copy what has been highlighted. Go to your Villanova website and follow this sequence: 1. COURSE MENU 2. CLASS ROSTER 3. Click on your instructor's email envelope icon 4. Type "Check My Work - Pp, Ppk" in the SUBJECT box. 5. Click once inside of the message box 6. Do a CTRL-V. This will paste your deliverable into this box. Don't be concerned if after you paste it, the appearance of the text is out of alignment. It will straighten out after you hit SEND. 7. SEND Check your SENT ITEMS folder afterward to see how it straightened out. Please 'hand-in' your assignments throughout the course. DO NOT SAVE THEM FOR THE END. The deadline for having all project deliverables 100% correct is 7 days prior to the end of the course