Work with variables in forms

Use a C&E matrix to prioritize x variables

After you map your process, you can insert a C&E matrix to evaluate and prioritize the potential variables that might be causing long wait times.
  1. Choose Insert > Form.
  2. In the Insert Tool dialog box, click C&E Matrix, and then click OK.
  3. To add an x variable, hold the pointer on the row, click the add/delete button , and then choose Create New X Variables.
  4. To add a y variable, hold the pointer on the column, click the add/delete button , and then choose Create New Y Variables.
  5. Complete the matrix. To move between fields and table cells, press the Tab key.
  6. Review the Pareto Chart to determine which x variables are likely to have an effect on reducing call wait time. The Pareto Chart identifies representatives lack proper training and too long to determine problem as potential variables that have the most impact on long wait times.

Add a control plan

After you identify the problem areas to address, you can use a control plan to create a list of the following items:
  • The vital inputs to be controlled and outputs to be monitored.
  • The tools to be used for controlling or monitoring these variables.
Note

You can create new x and y variables that you believe are affecting your process or you can select existing variables that you have already identified. For example, variables from a process map are available in the C&E matrix and are displayed when you choose to select existing variables.

  1. Choose Insert > Form.
  2. On the Insert Tool dialog box, click Control Plan, and then click OK.
  3. To add an x variable, hold the pointer on the row, click the add/delete button , and then choose Select Existing X Variables to see the variables that you created earlier on your fishbone diagram.
  4. Select Process Map - Call on hold while the representative researches or consults with others.
  5. Complete the form.

What's next

Learn how the Companion Monte Carlo simulation tool lets you use random data samples to evaluate the behavior of a complex system or process.
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