The overall average of 4.13 indicates that the quality of services of the GSSC lies somewhere between mostly meets customer requirements and does not meet customer requirements. The low standard deviation of 0.80 reveals that all the respondents, on average, shares the similar VIew.
5.2.1 Analysis of Raw Data
Question 3d has the highest mean, whereby 18 (82%) respondents states that the GSSC does not keep them informed of future changes. If Business Units are uninformed of future changes, this may lead to confusion as to the expectations, and thus results in conflict.
Questions 9b and 4 are high means with 14 and 11 respondents respectively indicating that
that the GSSC mostly meets expectations in terms of the GSSC dealing with queries and GSSC staff not taking the initiative to improve customer services.
Queries are important input into a process driven culture. It serves as vital information for process improvement initiatives to occur. If not dealt in that light, it is lost opportunity for continuous improvement. Whilst the GSSC staff are unable to take the initiative to improve customer services just reinforces the preceding statement. Continuous improvement stems from taking initiative.
The lowest mean is recorded by question 5 (3.41). This lies between unsure and disagreement with the GSSC providing the business units with the services they require. The number of respondents, which indicated so, is 11 (50%) however taking respondents, which strongly disagree, increases that percentage to 68%. Although this the lowest mean, it is still noted as being bad. One of the objectives of the GSSC is to provide services of value, which are required by the Business Units. By not doing so, does not justify their existence.
Figure 5.1 Frequency Distribution
5. The SSU is providing you with servi:es you need.
7. Tie gtidelines and instructions prev oed by lie SSU are clEBr.
6.The service are provided in acmrdCllce to the 2 c) Rale the v ah.e oftheir serv ice
3 c) SSU hspire \rUg 3 d) SSU keep you ilformed aboul fu1ure changes thalaffecl I.Gwen your re re nl ex ~rience will the SSU, hew would your rate their overallperfonnance
C) SSU stlff are lislming 10 your probEms/qt.eries 3 b)SSU Aclprofessirnally 2 a) R ae the delive ry 0 ftheir 9 Q SSU sllff are abE to solve problems for 9 d) SSU slllf are undersllndingyour problems/qt.eries
9 e) SSU sllf areaclnguprn your qt.eries 8.T <king ev Ifylhing inb crnsidelation, how woul:l you late Ire SSU in erms ofcusto
3a) SSU is Easy b do business w ill 9 b) SSU sllff are taling the initiative to improve cusbm er servi 4. How WQJId youralel1eSSU's perfamance il dEBlilgwith YOlf quertesallf issues.
1 1610\
o
5 10 15_ Exceeds expectations _ Meets expectations 0 Mostly meets expectations 0 Does not Jreet expectations
20
The above graphical representation reflects the frequency of the respondents to each of the questions, which were opposed.
It can be noted that none of the respondents have indicated that the GSSC greatly exceeds expectations i.e. they are not delighted with the quality of the services which the GSSC is offering. Six Sigma is a philosophy, which emphasises on delighting the customer. A very few respondents indicates that the GSSC exceeds expectations. Majority of the respondents' attitude lies between mostly meets expectations and does not meet expectations.
5.2.2 Data analysis of customer feedback survey
In questions 1 to 4 and 8 and 9 customers were asked to rate various service aspects on an expectations scale (Does not meet expectations, Mostly meets expectations, Meets
expectations, Exceeds expectations, Greatly exceeds expectations) with codes 1 to 5
allocated to responses. In questions 5 to 7 customers are asked to respond to statements on a five point Likert scale (Strongly disagree, Disagree, Unsure, Agree, Strongly agree) with codes 1 to 5 allocated to responses. The rating of the i th customer will be dented by the symbol Xi , i = 1, 2,. . ., 22. The norm for being reasonably satisfied is Exceeds
expectations or better (rating of 4 or 5) in the case of responses on the expectations scale and Agree or better (rating of 4 or 5) on the Likert scale. The hypotheses of reasonable
satisfaction to be tested for each question is Ho : Average rating = 4 versus
HI : Average rating < 4.
A rejection of Ho will mean that the level of satisfaction ofthe customers is below the reasonable satisfaction norm.
The test for the response to each question was performed by using the following Wilcoxon Signed Rank statistic (T) with ties taken into account.
T = S (n_l)1I2/ (n V - S2)1I2 , where S = Itt - n(n+ 1)/4,
tt
is the rank IXi -41
arising from the i th positive difference, n = 22 is the number of respondents,V = [n (n+l) (2n + 1)- 0.5 I ti (ti + 1) (ti -1)] 124 and
It has been shown by Conover, (1973) that when Ho is true the distribution ofT for n > 20 can be well approximated by a t-distribution with n-1 degrees of freedom. The detailed calculations of the various tests are shown in the Appendix H. The results of the tests are summarized in the table below.
Table 5.2 Summary of the results of the Signed Rank tests
Question Issue T .' p-value
1 Performance hU~.t 0.866
2a Service delivery 2~Ogl.? 0.975 2b Relationship 1 '-.O~'Q,l J~ 0.186 2c Value of service O:~7i7~ 0.~81
3a Easy to do business
" .
6.9983b Professionalism I,; O.~68
3c Trust I,. , " ,~
3d Keep you informed ~,.(jlJ 1 4 Queries and issues ~.582", 1 5 Provides service you need I
"E4, 3 1 ':
0.084*6 Service level agreement 0.33~t~ 0.629 7 Guidelines clear
..
1.tS:2:~ 0.131 8 Overall ratin~ 2:'663"'" 0.992 9a Pleasant to deal with -O.7~6!< 0.223 9b Takin~ initiative 4.60~> 1 9c Listen to problems 1.328 0.901 9d Understand problems 2. 0.980 ge Act upon queries 2.509 0.9909f Solve problems 2.104 0.976
Result significant at the 10% level of significance
5.2.3 Six Sigma Level
Attaching sigma levels to the satisfaction index, such as the following: -
Table 5.3 Sigma Level at Satisfaction Level
Scale Sigma Level
1 Between 5 and 6 sigma
2 Between. 4 & 5 sigma
3 Between 3 & 4 sigma
4
Between
2 & 3 Sigma5 Between 1 & 2 sigma
The overall average of 4.13 indicates that the quality of services of the GSSC falls between a sigma level of 2 and 3. Therefore, the defects of the GSSC lies somewhere between 66800 and 308000 defects per million opportunities. The defect rate is high, thus something must be done to lower the defect rate in order to improve the levels of service being offered.