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| Decision System Analysis: the Gage R&R in a Transaction Environment. |
| Company: | Ceridian | | Presenter: | Rose Condon, Master Black Belt | | Delivered At: | Organic Growth and Innovation | | | Length: | 30 Minutes | | Description: | One of the bigger challenges in a transactional business is making sure the data you have is reliable. A key source of variation is the effectiveness of decision-making processes that create data. This case study examines the application of the Gage R&R tool to support decision system analysis in an employee assistance service. A project team analyzed the decision system used to evaluate case documentation from affiliates providing employee assistance services. A Gage R&R test was administered to measure the reliability and accuracy of the case review process. Predictably, the first Gage did not pass. The case review tool was modified and reviewers were trained on the new & improved tool. A second gage was administered - which did not pass either! Further examination showed the presence of two factors: variation in the inputs and human bias. The project team set out to control for these two factors. A third Gage was administered and this time achieved a passing score of 80%. Positive outcomes to the project include: the ability to benchmark the quality of a provider network - and the implementation of a tracking & trend reporting process. Lessons learned include - a better understanding of the challenges of pitfalls of the Gage tool in a service environment.
Will explore these topics:
Steps in the assessment processSetting up the Gage What to do when the inputs are not reliable Use of Minitab Challenges and pitfalls when the process is subjective Outcomes of Decision Systems Analysis
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