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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 times are 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 – see also your 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 12 or earlier YOU DO NOT NEED TO SEND IN THE MAIN EFFECTS PLOTS Project: I.T. Project Deliverable: DOE Student last name: Your last name here REPORT ALL OF THE RESULTS TO AT LEAST 2 DECIMAL PLACES! Staff size – ::::: Actual value here Staff size + ::::: Actual value here Order Actual value here Order + ::::: Actual value here Method Actual value here Method + ::::: Actual value here Software Actual value here Software + ::::: Actual value here Op sys Actual value here Op sys + Actual value here What would you do next? Type in what you would do based on the results of the DOE? What are the optimum level settings for each factor? 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. Click on the ’email’ icon on your course home page 2. Select ‘new message’ 3. Click on your instructor’s email envelope icon 4. Type “the respective assignment 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. Please ‘hand-in’ your assignments throughout the course. DO NOT SAVE THEM FOR THE END. Procrastinators: The deadline for completing all project deliverables is 7 days prior to the end of the course. Check Check Check Check Check Check Check Check Check Check Objective: The team is certain there is a correlation between the volume of help-desk requests and dissatisfied customers. If there really IS correlation with the set of data, the attention will be directed to determine 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 diagram to see if they are right. Data: Number of desk-side requests per specific week 172 132 130 206 199 223 201 169 135 200 189 110 203 189 224 197 188 125 199 194 207 Dissatisfied customers 4 6 2 4 6 4 8 7 5 3 7 8 6 5 8 4 8 2 6 8 7 Scatter Diagrams in Excel 2003 Scatter Diagrams in Excel 2007 Correlation Coefficient – Excel 2003 Correlation Coefficient – Excel 2007 How to submit an Assignment TARGET ASSIGNMENT DATE – Submit in Week 13 or earlier YOU DO NOT NEED TO SUBMIT THE ACTUAL SCATTER DIAGRAM Project: I.T. Project Deliverable: Scatter Diagram Student last name: Your last name here Is there a strong correlation? Y or N? Positive or negative? P or N? 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. Click on the ’email’ icon on your course home page 2. Select ‘new message’ 3. Click on your instructor’s email envelope icon 4. Type “the respective assignment 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. Please ‘hand-in’ your assignments throughout the course. DO NOT SAVE THEM FOR THE END. Procrastinators: The deadline for completing all project deliverables 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. How did the team make the improvement? They saw that the diagram showed a bi-modal condition so the team identified the source of this condition; eliminated one of the sources and optimized accordingly. The two sources were found to be: 1) Some of the customers were first-time requesters and 2) Some of the customers were repeat requesters. 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 resolution 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 resolution 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 Be sure to review the week 13 virtual class for more information on SPC and measurement discrimination before you submit this assignment! How to submit an Assignment TARGET ASSIGNMENT DATE – Submit in Week 14 or earlier YOU DO NOT HAVE TO SUBMIT THE CONTROL CHART. JUST ANSWER THE QUESTIONS. Project: I.T. Project Deliverable: XmR Chart Student last name: Your last name here REPORT ALL OF THE RESULTS TO AT LEAST 2 DECIMAL PLACES! Upper control limit for the range::: Enter the UCL-Range here Upper control limit for the individuals::: Enter the UCL-X here Lower control limit for the individuals: :: Enter LCL-X here Which 3 out-of-control rules were violated? 1) Enter the three rules here (Refer to the Online Textbook) 2) 3) Is the measurement system discriminate? Is the measurement system discriminate? What is causing the point to be out of control? Which tool(s) would you recommend to identify the root cause? 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. Click on the ’email’ icon on your course home page 2. Select ‘new message’ 3. Click on your instructor’s email envelope icon 4. Type “the respective assignment 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. Please ‘hand-in’ your assignments throughout the course. DO NOT SAVE THEM FOR THE END. Procrastinators: The deadline for completing all project deliverables is 7 days prior to the end of the course. Help Help Help Help Help Check Check Check 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. Your team decided to use a Pp Ppk study. Reflected in the data below is last month’s average resolution times. You need to use this data in your Pp Ppk study. Remember, you also needed to address that out-of-control point on that XmR Chart (point #27) found in the last deliverable. The team had an assignable-cause for that point, but since that adjustment, a subsequent control chart study determined that the process was now in control. And, you know that the process needs to be in control PRIOR to using a 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 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: Average resolution times (contiguous hours) Upper Spec Limit is 30 hours *Carefully note there is NO Lower Spec Limit (unilateral tolerance) since it is a smaller is better quality characteristic! 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 Be sure to review the week 14 virtual class for more information on Process Capability before you submit this assignment! 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 Deliverable: Pp Ppk Student last name: Your last name here REPORT THE RESULTS TO AT LEAST 2 DECIMAL PLACES! Pp: Ppk:::: Random?::: Acceptable? ::: Check Check 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. Click on the ’email’ icon on your course home page 2. Select ‘new message’ 3. Click on your instructor’s email envelope icon 4. Type “the respective assignment 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. Please ‘hand-in’ your assignments throughout the course. DO NOT SAVE THEM FOR THE END. Procrastinators: The deadline for completing all project deliverables 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 times are 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 – see also your 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 12 or earlier
YOU DO NOT NEED TO SEND IN THE MAIN EFFECTS PLOTS
Project:
I.T. Project
Deliverable:
DOE
Student last name:
Your last name here
REPORT ALL OF THE RESULTS TO AT LEAST 2 DECIMAL PLACES!
Staff size – :::::
Actual value here
Staff size + :::::
Actual value here
Order Actual value here
Order + :::::
Actual value here
Method Actual value here
Method + :::::
Actual value here
Software Actual value here
Software + :::::
Actual value here
Op sys Actual value here
Op sys +
Actual value here
What would you do next?
Type in what you would do based on the results of the DOE?
What are the optimum level settings for each factor?

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. Click on the ’email’ icon on your course home page
2. Select ‘new message’
3. Click on your instructor’s email envelope icon
4. Type “the respective assignment 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.
Please ‘hand-in’ your assignments throughout the course.
DO NOT SAVE THEM FOR THE END.
Procrastinators: The deadline for completing all project deliverables
is 7 days prior to the end of the course.

Check
Check
Check
Check
Check
Check
Check
Check
Check
Check

Objective:
The team is certain there is a correlation between the volume of help-desk requests and
dissatisfied customers. If there really IS correlation with the set of data,
the attention will be directed to determine 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 diagram to see if they are right.

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
207

Dissatisfied
customers
4
6
2
4
6
4
8
7
5
3
7
8
6
5
8
4
8
2
6
8
7

Scatter Diagrams in Excel 2003
Scatter Diagrams in Excel 2007

Correlation Coefficient – Excel 2003
Correlation Coefficient – Excel 2007

How to submit an Assignment
TARGET ASSIGNMENT DATE – Submit in Week 13 or earlier
YOU DO NOT NEED TO SUBMIT THE ACTUAL SCATTER DIAGRAM
Project:
I.T. Project
Deliverable:
Scatter Diagram
Student last name:
Your last name here
Is there a strong correlation?

Y or N?

Positive or negative?

P or N?

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. Click on the ’email’ icon on your course home page
2. Select ‘new message’
3. Click on your instructor’s email envelope icon
4. Type “the respective assignment 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.
Please ‘hand-in’ your assignments throughout the course.
DO NOT SAVE THEM FOR THE END.
Procrastinators: The deadline for completing all project deliverables
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. How
did the team make the improvement? They saw that the diagram showed a bi-modal
condition so the team identified the source of this condition; eliminated one of the sources
and optimized accordingly.
The two sources were found to be: 1) Some of the customers
were first-time requesters and 2) Some of the customers were repeat requesters. 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 resolution 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 resolution 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
Be sure to review the week 13 virtual class for more information on SPC and measurement discrimination before
you submit this assignment!

How to submit an Assignment
TARGET ASSIGNMENT DATE – Submit in Week 14 or earlier
YOU DO NOT HAVE TO SUBMIT THE CONTROL CHART. JUST ANSWER THE QUESTIONS.
Project:
I.T. Project
Deliverable:
XmR Chart
Student last name:
Your last name here
REPORT ALL OF THE RESULTS TO AT LEAST 2 DECIMAL PLACES!
Upper control limit for the range:::
Enter the UCL-Range here
Upper control limit for the individuals:::
Enter the UCL-X here
Lower control limit for the individuals: ::
Enter LCL-X here
Which 3 out-of-control rules were violated?
1) Enter the three rules here
(Refer to the Online Textbook)
2)
3)
Is the measurement system discriminate?
Is the measurement system
discriminate?
What is causing the point to be
out of control?

Which tool(s) would you recommend to
identify the root cause?

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. Click on the ’email’ icon on your course home page
2. Select ‘new message’
3. Click on your instructor’s email envelope icon
4. Type “the respective assignment 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.
Please ‘hand-in’ your assignments throughout the course.
DO NOT SAVE THEM FOR THE END.
Procrastinators: The deadline for completing all project deliverables
is 7 days prior to the end of the course.

Help
Help
Help

Help

Help

Check
Check
Check

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.
Your team decided to use a Pp Ppk study. Reflected in the data below is last
month’s average resolution times. You need to use this data in your Pp Ppk study. Remember, you
also needed to address that out-of-control point on that XmR Chart (point #27) found in
the last deliverable. The team had an assignable-cause for that point, but since that adjustment,
a subsequent control chart study determined that the process was now in control. And, you
know that the process needs to be in control PRIOR to using a 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
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:

Average resolution
times (contiguous
hours)

Upper Spec Limit is 30 hours
*Carefully note there is NO

Lower Spec Limit (unilateral
tolerance) since it is a smaller is
better quality characteristic!

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

Be sure to review the week 14 virtual class for more information on Process Capability before you submit this
assignment!

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
Deliverable:
Pp Ppk
Student last name:
Your last name here
REPORT THE RESULTS TO AT LEAST 2 DECIMAL PLACES!
Pp:
Ppk::::
Random?:::
Acceptable? :::

Check
Check
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. Click on the ’email’ icon on your course home page
2. Select ‘new message’
3. Click on your instructor’s email envelope icon
4. Type “the respective assignment 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.
Please ‘hand-in’ your assignments throughout the course.
DO NOT SAVE THEM FOR THE END.
Procrastinators: The deadline for completing all project deliverables
is 7 days prior to the end of the course.

Interested in a PLAGIARISM-FREE paper based on these particular instructions?...with 100% confidentiality?

Order Now