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Don Philip Faithful's Blog – February 2017 Archive (4)

Dealing with Unstructured Input

It isn’t too unusual for surveys to contain open-ended questions:  respondents would be free to enter their comments in any manner.  More on an operational basis, not surveys but rather client systems might hold such comments; and not the respondents themselves but customer service agents would be responsible for entering the information.  These same agents would likely classify the nature of the exchange or comments maybe using drop-down menu choices, radials, and check-boxes.  One approach…

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Added by Don Philip Faithful on February 25, 2017 at 10:47am — No Comments

Internal Capacity, External Demand, and the Metrics of Consumption

In my blogs, I often distinguish between event data and metrics.  I usually say something to the effect that events help to explain the metrics - or events “provide the story behind the metrics.”  In this blog, I will be discussing two competing lines of thought behind events:  internal capacity and external demand.  Why do sales appear much lower for the month of June compared to July?  Some explanations relating to internal capacity are as follows:  “There weren’t enough agents in June to…

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Added by Don Philip Faithful on February 18, 2017 at 6:30am — No Comments

Externalizing to Structural Capital

I recall somebody mentioning that the former definition for insanity is doing an action repeatedly while expecting different results.  Among the interests that I have in organizations is how at times many organizations make the same mistakes; or how sometimes the same mistake might be made by a particular organization repetitively.  So it is fascinating indeed when an airline facing an ice storm encounters much the same complaints from customers after a similar storm the previous year.  I…

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Added by Don Philip Faithful on February 11, 2017 at 9:42am — No Comments

The Weak Karate of Six Sigma

Six Sigma is a quantitative approach to problem solving - to solve certain types of problems. At the root of Six Sigma is an improvement methodology that can be described by the acronym DMAIC: define, measure, analyze, improve, and control [1]. Those interested in reading up on Six Sigma might consider the book for dummies, which I found fairly succinct. Those wondering what I mean by "certain types of problems" should consider how to apply the approach to their own business circumstances. I…

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Added by Don Philip Faithful on February 5, 2017 at 7:40am — 4 Comments

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