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 Create.
  3. To add an x variable, hold the pointer on the row, click the add/delete button , then choose Create New X Variables.
  4. To add a y variable, hold the pointer on the column, click the add/delete button , 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.

Insert a control plan

After you identify the problem areas to address, you can use a control plan to create a list of vital inputs to be controlled and outputs to be monitored. You can also create a list of tools that you can use to control and monitor these variables.

  1. Choose Insert > Form.
  2. On the Insert Tool dialog box, click Control Plan, and then click Create.
  3. Enter any x variables that you believe are affecting your process. To add an x variable, hold the pointer on the row, click the add/delete button , then choose Create New X Variables.
  4. You can also select variables that you already created in other tools, such as process maps and brainstorming tools. To add an existing x variable to the control plan, hold the pointer on the row, click the add/delete button , choose Select Existing X Variables, then select Process Map - call routed to wrong representative.
  5. Complete the form.

What's next

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