Capability Sixpack: Normal for Decrease Cost Per Ticket

Use Capability Sixpack: Normal to demonstrate that a process is capable of meeting expectations for cost per ticket.

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

Example

Cost per ticket is the total operating expenses of the contact center divided by the number of tickets over the same time period.

In this worksheet, Cost Per Ticket is the data column.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Utilization and Cost, select Cost per ticket.
Select Decrease cost per ticket, then click OK.
Select Capability Sixpack: Normal, then click OK.
Under Data are arranged as, select Single column.
In Single column, enter the column that contains the cost per ticket data.
In Subgroup size, enter 1.
In Upper spec, enter the upper specification limit for cost per ticket. This is the highest cost per ticket that is acceptable to your organization.
Click Transform, select Box-Cox power transformation (W = Y^λ). (This step is not necessary if your cost per ticket follows a bell-shaped pattern in the histogram.)
Click OK.

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