Do Volume Spikes impact Quality Scores and Utilization? Which Tool To Use

M

Mayank Trivedi

#1
Hello all,

We work in a financial services process which supports Asset management services. This is a back end support for processes that take place in the US.

To support the work that comes in we have 50 resources but during tax season, between December and April, we increase resources from 62-65. During tax season work volumes spiral up.

Two of the matrices we work on are utilization of the resources and their quality scores. These scores however are not reported at the individual level to the client. What goes to the client is a monthly averaged score for all resources.

The client wanted to know if the spike in the volume impacts quality scores and utilization. And how are they related.

We have data for the last 27 months i.e. 27 data points each for volume of work each month, utilization and quality scores each month.

Does it make sense to do a correlation test with these 27 data points?

Or will it make sense to do a paired t-test to see how these 50 associates perform before and after the peaks? What does it imply if the performance remains the same in spite of spikes and that they do more amount of work during spikes?

Regards,
 
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Bev D

Heretical Statistician
Staff member
Super Moderator
#2
Re: Which Tool To Use

before choosign any statistical test, the best approach is to simply plot your data in time series and in this case in a scatter diagram. Onc ewe understand the data patterns we can determine the correct statistical test.

can you post your data? or perhaps the plots of our data?
 

Steve Prevette

Deming Disciple
Staff member
Super Moderator
#3
Hello all,

We work in a financial services process which supports Asset management services. This is a back end support for processes that take place in the US.

To support the work that comes in we have 50 resources but during tax season, between December and April, we increase resources from 62-65. During tax season work volumes spiral up.

Two of the matrices we work on are utilization of the resources and their quality scores. These scores however are not reported at the individual level to the client. What goes to the client is a monthly averaged score for all resources.

The client wanted to know if the spike in the volume impacts quality scores and utilization. And how are they related.

We have data for the last 27 months i.e. 27 data points each for volume of work each month, utilization and quality scores each month.

Does it make sense to do a correlation test with these 27 data points?

Or will it make sense to do a paired t-test to see how these 50 associates perform before and after the peaks? What does it imply if the performance remains the same in spite of spikes and that they do more amount of work during spikes?

Regards,
Have you done a control chart to see if the averaged data are changing on a monthly basis? I would assume as work and people ramp up for the tax season you could see scores go up or down, but the important thing is to run the SPC and see. As suggested by Bev some form of scatter or plotting two variables at a time may allow you to see if there is some correlation visually, but that would not necessarily be significant.

One effect you might see is a reduction in the variability of the data as you average more people together, but I doubt you'd be able to see that in only two cycles.
 
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