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Quality Assurance

From: Lane Myer
Date: 13 Nov 2003
Time: 15:11:13

Comments

Hi. I'm a Director in a cusotmer service operation. We currently sample team quality by reviewing 64 transactions per month. Teams have roughly 8 individuals and process 30k transactions per month.

The current belief is that over 6 mos. the 384 items produce a vaild sample with 95% confidence.

I doubt that. This method seems arbitrary and volatile to me, but I have no solid foundation from which to dispute its merit.

Can you shed any light?


Last changed: November 20, 2007