Sample Ppt For Contionous Improvement

Paired T Test | Lean Six Sigma | Test of Significance in Change ...

Suppose you run a call center. One metric most call centers monitor is Handle Time – or the total time a customer service representative is on the phone. Now, let’s assume you have 3 CSR’s and their average handle times were as follows:

Now, say you decide that the current process contains several steps that you consider to be waste; you identify those steps, and you make changes in the customer service process. After the change, those same CSR’s now have the following average handle times:

But before you make any claims on the change process, it’s important to understand the Null Hypothesis in the case of a Paired T-Test.

For this example, our Null Hypothesis is that:

Looking only at the before and after results doesn’t guarantee that there was a statistically significant change in the process, however. We use the Paired T-Test for that. Let’s use another example.

Picking is a process in Order Fulfillment. Now, suppose you manage the outbound department and Picking was a process you managed. Now, imagine that your pickers are measured by the Pick Rate, or the number of items picked per hour.

Because you are a diligent and motivated manager with skills in continuous improvement, you decide that as a team you would improve the picking process, with the hope of increasing Pick Rate with no change in labor. Below are the results of the process change:

In the table above, we have pick rates for the pickers before the process change and after the process change. We also calculate the mean and standard deviations before and after.

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