I was invited by Minitab to attend their workshop named “Boost Customer Satisfaction” on 3 Aug 2017. Since Minitab 18 issued in Jun and my company purchased a new version, I joined the workshop to see what would be updated. I took a photo with Dr. Rita Wan (Director & Principal Consultant of AC&A; Chairman of ISSC) in her office for memory.
In the beginning, Mr. Alex Kwan (Country Account Manager, Minitab) introduced the background on Minitab and appreciated Ms. Iza Ng and Mr. Calvin of Techmax support. Alex told us that Minitab had been established by 3 scholars since 1972 and 90% of Fortune 500 companied had used it.
The first guest speaker was Ms. Eugenie Chung (Chartered Statistician (RSS), Technical Support Specialist at Minitab Ltd.) and her topic was “What’s new in Minitab”. She gave us an overview of Minitab 18 and some features improvement to the existing tools.
The Minitab 18 session window was improved a lot including for reporting and change of significant figures. Moreover, the online help with option for local help. It defaulted online help manual but you could download the off-line one into your laptop for somewhere without wifi.
Then she briefed some statistics features changed such as logistic regression. It allowed users to change direction of the odds ratio and display equation & variance ratio on plot. But the stepwise linear regression was removed. (We needs this feature and we request to remain it!)
For testing on Normality of data, the new version would identify individual distribution and performed transformation automatically for statistical analysis. In the past, we needed to transform that data set to the new model data set and now it handed by Minitab itself.
The second guest speaker was Dr. Rita Wan (Director & Principal Consultant of AC&A) and her topic entitled “Credit Card Customer Complaint – Case Study”. The story was come from low customer overall satisfaction in bank’s survey. The team collected data and found credit card application cycle time for 4 months. (Market standard for the cycle time should be 6 days and internal standard for the bank was 7 days.)
Then Dr. Rita Wan demonstrated how to employ Minitab to identify the root cause from the data. After the dotplot, she employed Chi Square to test the significant of which factors contributed.
And then she demonstrated the survey data of importance and satisfaction of ABC bank each factors included Customer Service, Privileges, Price, Convenient and Delivery.
It was found that the lowest rating was “Delivery”. She used the summary report of general statistic description and draw the Boxplot of delivery, lead time, etc.
Dr. Rita Wan showed us how she used six sigma approach and Minitab to identify the root cause step by step from Complaints, to Credit Card Customer, to Delivery Lead Time, to Current Lead Time 80% target meet within 8 day, to April the longest (when), to Credit Approval, and identify the Branch to Main Branch. Finally, she identified the high turnover rate in that branch. So their measures were assigned experience people to guide new staff.
Dr. Wan demonstrated how to use six sigma and Minitab statistic package to solve real service problem. Therefore, I invited her to give a talk to HKSQ as well.
Minitab – www.minitab.comISSC – http://www.isixsigmacouncil.org/