2 Proportions for Increase Service Level

Use 2 Proportions to demonstrate that the proportion of unmet service agreements decreases after a process improvement.

This example applies to the Customer Contact Center Module. For more information, go to www.minitab.com/customer-contact-center-module.

Example

Service level is the ability to meet the standards in a Service Level Agreement (SLA).

In this worksheet, Unmet SLAs Before and Unmet SLAs After contain the number of unmet service level agreements before and after a process improvement. Total SLAs Before and Total SLAs After contain the total number of service level agreements before and after the process improvement. You can enter these observations directly in the dialog box instead of storing them in the Minitab worksheet.

C1	C2	C3	C4
`Unmet SLAs Before`	`Total SLAs Before`	`Unmet SLAs After`	`Total SLAs After`
3583	23588	1432	22172

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Service Level, select Service level.
Select Increase service level, then click OK.
Select 2 Proportions, then click OK.
From the drop-down list, select Summarized data.
In Number of events, enter the number of unmet service level agreements before the process improvement as Sample 1. Enter the number of unmet service level agreements after the process improvement as Sample 2.
In Number of trials, enter the total number of service level agreements before the process improvement as Sample 1. Enter the total number of service level agreements after the process improvement as Sample 2.
Select Options. In Alternative hypothesis, select Difference > hypothesized difference. The hypothesized difference defines your null hypothesis. By default, the hypothesized difference = 0. This one-sided test has greater power to detect whether the proportion of unmet service level agreements has decreased after the process change.
Click OK.

Tip

For more information about this analysis, click Help in the main dialog box.