ENBIS: European Network for Business and Industrial Statistics

An Analysis of Statistical Efficiency

22 September 2009, 14:25 – 14:45

Abstract

Submitted by

Chris McCollin

Authors

Chris McCollin, Shirley Coleman, Irena Ograjenšek, Ron Kenett

Affiliation

Nottingham Trent University, University of Newcastle upon Tyne, University of Ljubljana, KPA Ltd

Abstract

Chris McCollin, Shirley Coleman, Irena Ograjenšek and Ron Kenett
We have found that businesses tend to work to minimum requirements if the need is not seen as essential. The best known software for Six Sigma (ITIL) covers many processes that should be seen in a continuous improvement situation because it was designed around engineering design practices. It only recently included risk assessment. However, the lack of knowledge of users (among other things) means that these processes are not carried through.
Practical statistical efficiency is a method of summarizing the usefulness and relevance of a statistical intervention. The PSE model can also address the usefulness and relevance of quality improvement techniques. A discussion on the concept of value within the model is given and compared with the attributes of team roles within the Margison-McCann Wheel.
The methodology is explored in the context of the “seven deadly sins of quality management” and mapped to the Six Sigma DMAIC phases of project work. The importance of implementing a structured approach to work processes is illustrated with evidence from the Challenger disaster. A hidden PDCA cycle within the PSE model is also addressed. A scoring regime is proposed using the Capability Maturity Model which highlights specific areas for clarification within the PSE model.
It is shown how the 7 components of the PSE score relate to some key methods of quality improvement, such as SERVQUAL, EVOP, QFD, FMECA, SPC, Kensei Engineering and DoE. The objective is to find literature which covers each part of the DMAIC cycle with respect to the techniques and if where it does not exist, then this implies a low PSE score.
The work then proceeds to explore the ITIL systematic and professional approach to the management of IT service provision. ITIL provides consistent and comprehensive documentation of best practice for IT Service Management and claims to be widely used and to bring quality improvement. The paper aims to show the shared currency in these various approaches and to show how PSE can summarise projects dealt with in any of these ways.

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