Page 158 - Lean six sigma demystified

Chapter 4 e xC e L Power Too LS for Lean Six Sigm a 137

To test your keyword, use Excel’s Find feature to look for the keyword. If it
finds words that are incorrect, then tailor the keyword until it gives a more
accurate representation of the embedded data.

Graphing the Data

Once you’ve mined all the data out of the comments, you can then use bar, pie,
or Pareto charts to examine the frequency of certain types of customer com-
plaints. Additional digging into specific customer records may be required to
determine the root cause of why these calls are being generated and how to
mistake-proof the process to prevent them.

Troubleshooting Problems

Users have three types of questions when using the QI Macros.

1. Statistical Process Control questions. What chart should I use? If you use the
Control Chart Wizard in the QI Macros, the software will choose the chart
for you. Otherwise, most of these SPC questions are answered on our
website at www.qimacros.com/spcfaq.html.
2. Excel questions. How do I enter my data? Why don’t I get the right number
of decimal places? And so on. Most of these are answered at www.qimacros.
com/excelfaq.html.
3. QI Macros/Excel/Windows Support questions. Most of these are answered
at www.qimacros.com/techsupport.html.

Chartjunk

I recently stumbled on a book called Visual Explanations by Edward R.
Tufte (Graphics Press, Cheshire, CT, 1997). The New York Times calls Tufte
the Leonardo da Vinci of data. Tufte says there are right ways and wrong
ways to show data; there are displays that reveal the truth and displays
that do not. He uses the space shuttle Challenger as an example of what
not to do.