Communication Centres: Applying Statistical Process Control (SPC)

This report discusses the application of Statistical Process Control (SPC) in communication centers, focusing on improving efficiency and reliability. It highlights SPC as a standardized industrial technique for quality measurement and control, particularly in processes like tissue donation programs using phone calls. The report emphasizes the importance of assessing data quality in real-time through call recording and analyzes the effectiveness of call response rates using control charts with upper and lower limits. It details the use of X-bar and R charts to evaluate process control, identifying potential areas for improvement based on data from customer care respondents. The analysis indicates whether current donor outreach techniques are effective and suggests the potential benefits of Six Sigma analysis for creating warning marks for processes nearing out-of-control states. The ultimate goal is to enhance efficiency, reduce costs, and transition from remedial to preventive quality control measures within the communication center.

Running head: SPC IN COMMUNICATION CENTRES
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SPC in Communication Centres Paper
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SPC IN COMMUNICATION CENTRES
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SPC in Communication Centres
Statistical Process Control (SPC) is viewed as a standardized industrial technique used
for quality measurement and control during a given continuous process. For instance, a tissue
donation program can use phone calls to request for funds or resources from people. In this case,
the assessment and monitoring of data quality in real-time demands the recording of phone calls
in communication centres. The efficiency of the number of calls (with regard to response rate) is
then tested through the charting of graphs with upper and lower control limits(Hart & Hart,
2008). Control limits are determined by process capability, while specification limits are created
by client requirements. Therefore, the urgency and need to obtain more tissue donations has
motivated the organization to assess the reliability and turnover associated with communication
centres. SPC provides a safe and accurate method through which efficiency in output can be
assessed without using considerable resources. The utilization of SPC started in the United States
of America before spreading to Japan and eventually the rest of the world. In modern times, SPC
has become a mandatory quality assessment tool in all manufacturing companies that are serious
about boosting their competitive advantage. Moreover, with the increasing cost of input
resources, organizations are trying to mitigate costs by seeking out the most productive and
inexpensive processing techniques e.g. using phone calls and emails to reach clients(Flagg,
2013).
SPC are used to assess processes that are either under or out of control. Therefore, a
company is encouraged to concentrate on what it can control. In addition, performance of SPC is
viewed as an attempt by organizations to carryout continuous improvements that are directed
towards cost reduction, and increased yield. According to business specialists, SPC is intended to
move a company's quality control parameters from remedial to preventive status. Real-time

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monitoring of process allows operators to identify changes or shifts before they result in
diminished services or defective products(Flagg, 2013). Prior to the implementation of SPC,
management should first identify the primary areas of waste within the organization; for
instance, rework on given products. Therefore, within a communication centre the primary
waste area has to be the phone call department because majority of the customers are contacted
using this technique. The process results in 73% efficiency (27% of those contacted did not pick
up the phone). By taking call response rate from seven customer care respondents we can be able
to evaluate where this communication avenue yields optimal results. The control limits will be
plotted on both x-bar charts and r charts giving a decisive overview of the entire process. By so
doing, the charity organization will clearly determine whether or not they need to stick with
current donor outreach technique (i .e. phone calls)(Flagg, 2013).
1 2 3 4 5 6 7 8 9 10 11 12
0.25
0.30
0.35
0.40
0.45
0.50
0.55
0.60
0.65
X-bar Chart
Average
Xbar
UCL
LCL
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1 2 3 4 5 6 7 8 9 10 11 12
0.00
0.50
1.00
1.50
2.00
2.50
R Chart
Range
R
UCL
LCL
Values
The data provided revealed that the process was in control for most of days between 1 and 12 of
January, 2018. The x bar chart had a single point that was out of control which was recorded on
9th of January, 2018; while, the r-chart has two out of control points on 5th and 9th. Six sigma
analysis benefits the model by creating warning marks for times when the process is about to go
out of control.

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References
Flagg, B. J. (2013). Using Statistical Process Control in the Call Center. Flagg and Associates ,
1-9.
Hart, M. K., & Hart, R. F. (2008). Statistical Process Control Techniques. Statit Software, Inc., ,
2 (11), 1-44.