QUALITY VARIATION ASSIGNMENT
Sukhorukov Andrei 301100449
Fares Soudani 301054796
Fay Ichuwe
Centennial College
Assignment 2 on variations
Question #1:
Plan outline to improve call responses
1. Expert Judgement

Melissa Clare can attempt to ask for guidance from a more senior worker in an organization to
better explain how to successfully carry out her job and adhere to the established guidelines
2. Data gathering

Through benchmarking, management can compare the performance of similar employees with
the same assigned task and see whether or not the established requirements are posing
difficulties to more than one individual. Based on that some potential revision of guidelines can
occur that might result in an improved performance and successful call answers
By utilizing questionnaires and surveys, management can hear the thoughts and suggestions of
people who are executing the work and use the resulting data to better optimize the
performance
Through evaluation of technical performance of tools that are used to carry out the call
response job, management of the company can ascertain why does the computer takes a long
time to display the vital information, along with the improvement of navigation across the
manuals that can eliminate wait time in providing the right response to the caller and assist in
improving the performance of not only Melissa Clare, but also all the other involved employees
performing the same task


3. Decision making

Management must determine the cause and the root of the problem that prevents an
appropriate correspondence to the established guidelines and make a decision to either revise
the established requirements, improve the knowledge sharing, or potentially terminate an
underperforming worker
4. Data representation

Through the usage of flowcharts, logical data models, matrix diagrams, and mind mapping,
management can be presented with effective comparison of the collected data to
demonstrate the existing performance and the amount of faults and errors that occur due to
existing managerial requirements
5. Testing and inspection planning

After the decision-making acceptance of response measures, test their effectiveness on a
smaller scale sample of workers and inspect the resulting performance and response from
customers and employees (amount of answered calls, efficiency in providing quick responses)
Question #2:
Part 1
From my point of view, the issue of such a disciplinary citation is a bit unmotivating. The reason is that it
was issued for each and every mistake for all the drivers. It would have been a much better managerial
decision if all the mistakes were properly classified and identified, and then summarized in one full and
concise message for all the drivers universally. This way every individual driver can ascertain the exact
mistakes he made and improve on them on his own volition, and not pestered every single time on
every single occasion.
In regard to Deming philosophy, a singular disciplinary citation can be considered as a “deadly disease”
and ultimately hurt the quality management of the organization. However, if such checks and
inspections are done on a regular basis and ingrained into the quality system, then the issued
disciplinary citation can be considered as an integral part of the system. On top of that, if such regular
inspections are appropriately conducted, then it foster a continuous improvement among the workers
and management itself.
Part 2
How might the analysis of these data help the manager to understand the variation in the system? Do
you think all of the variation stems from common causes? If not, why not? How can the data help the
manager to improve the performance of the system or be used to reward good performance? Develop
suitable charts run chart, pareto chart and control charts to show your answers
The Disciplinary Citation Case
Data for Package Errors
Operator
Errors
Avg.
Operator
Errors
Avg.
1
2
3
4
8
0
3
13
7
7
7
7
21
22
23
24
5
4
5
3
7
7
7
7
5
6
7
8
9
10
11
12
13
3
0
21
0
8
12
3
4
8
7
7
7
7
7
7
7
7
7
25
26
27
28
29
30
31
32
33
5
20
6
8
5
6
10
0
11
7
7
7
7
7
7
7
7
7
14
15
16
17
18
19
20
4
2
0
4
6
15
22
7
7
7
7
7
7
7
34
35
36
37
38
39
40
19
11
3
6
13
4
0
280
7
7
7
7
7
7
7
Bar Chart Analysis: Dara for Package Errors
300
200
100
0
1
2
3
4
5
6
7
8
9 10 11 12 13 14 15 16 17 18 19 20
The Disciplinary Citation Case Data for Package Errors Avg.
The Disciplinary Citation Case Data for Package Errors Errors
The Disciplinary Citation Case Data for Package Errors
Operator
The Disciplinary Citation Case Data for Package Errors Avg.
Operator's To Errors
Analysis (1 - 20)
25
20
15
10
5
0
1
2
3
4
5
6
7
8
9 10 11 12 13 14 15 16 17 18 19 20 21
Operator
Errors
PART 1)
How might the analysis of these data help the manager to understand the variation in the system? Do
you think all of the variation stems from common causes?
The analysis of charts similar to pareto, bar chart and tree model chart help the manager understand
the variation in the system.
The bar chart comes in handy to compare the different groups of employees operating to the errors
occurring on that day. In this situation we can use statistical information to deduce the variation in
errors.we divided the first 20 and coded them (1 -20) we created a mean and standard deviation of the
errors happening on particular days. We followed with the same procedure for the other 20 employees
coded and them (20 – 40) to identify the movement of the whole cycle.
Mean of party (1 -20): 6.8
S.D (1- 20): 6.669
Mean of Party (20 – 40): 7.2
S.D (20 – 40): 5.44
From this analysis the coded party (1 to 20) had less average of occurrence of mistakes compared to
coded party (20 – 40). The SD on the other hand, of (1-20) is higher than the part (20 – 40) which means
the frequency of mistakes occurring with the first party was higher.
For the manager he can now identify what is causing the mistakes by observing the normal behavior of
the 40 people and help them reduce the level of proximity in the mistakes they make. After carefully
looking at the charts it occurs that mistakes take place due to different reasons. This should alarm the
manager and help standardize the process. Also, It could be due to natural error from the system or
unclarity in the task given. Some mistakes vary from one perspective of action to the other. The
manager must look at it from a big picture while having is micro lens on hold.
The Pareto Chart is considered to be a Quality control tool which helps in the identification of 20% of the
mistakes creating 80% of the problems at the functional level of work during delivery process. This
valuable information helps the manager in eliminating certain individuals/ employees who do not fit the
job profile.