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GCM1885C1H221GA16J_Murata Electronics_Ceramic Capacitors

来源:LM317 Electronics Components编辑:Amulet Technologies, LLC.时间:2021-06-15 14:16:25

Wednesday, March 29

Asking for an evaluation after memory has degraded. When we think about time, 24-48 hours does not seem like a long time. But when you are measuring satisfaction with your service, it is the difference between an accurate evaluation and a flawed one. Do you remember exactly how you felt after you called your telephone company about an issue? Could you accurately rate that particular experience 48 hours later after other calls to the same company, or others, have been made? Yet, you are asking your customers to do just that with a delayed measurement and are opening the door to inaccurate reporting and compromised decision-making for your organization. This is also an unfair evaluation of your agents.

Accuracy and credibility of service providers and product vendors. As with any technology or service, the user assumes responsibility for applying the correct tool, or applying the tool correctly. You can purchase software to schedule agents but if you do not apply the functionality correctly, you will be responsible for the error.

GCM1885C1H221GA16J_Murata Electronics_Ceramic Capacitors

There are plenty of home-grown or vendor-supplied tools to field a survey, but again if you do not apply the functionality correctly, you will be responsible for the error. You can locate a service provider that is interested in selling you something, but it is usually something that fits into their cookie cutter approach which will not be to your specific requirements.

Wiggle room via correction factors. If you are using correction factors to account for issues in the data or to placate the agents or the management team, some aspect of the survey design is flawed. A common adjustment is to collect 11 survey evaluations per agent and delete everyone's lowest score. With a valid measurement that includes numeric scores as well as explanations for scores and a rigorous quality control process, adjustments in the final scores are not necessary. Making excuses for the results or allowing holes to be poked diminishes/ undermines the effectiveness of the program and highlights an opening for Survey Malpractice claims.

How to do it Right

GCM1885C1H221GA16J_Murata Electronics_Ceramic Capacitors

In addition to adding important insight for management, customer score explanations (survey comments) enable a more accurate level of individual accountability. In research, the collection of comments is referred to as qualitative data. This critical element is often omitted because it may be difficult to collect, to process and to analyze. Without this feature, a measurement program is immediately susceptible to errors that are not corrected.

The most common error when customers respond to surveys is that they reverse the scale (scale flipping) which means they want to be giving you positive scores, but are instead giving you negative ones by mistake. Therefore, comments can be reviewed to ensure correct interpretation of the scale and of the question. Proper assignment of the survey is evident as well. Survey scoring or assignment errors account for an average of a 5-7% variation in scores pre- and post-quality control. This is the amount of negligent exposure from errors in the data. Controlling for a 5% score variation lessens the need for correction factors, insures more reliability in the results upon which to base management decisions, and allows your QA team to coach with confidence.

GCM1885C1H221GA16J_Murata Electronics_Ceramic Capacitors

The bottom line for quality control is to avoid a need to defend this performance metric as a human resource tool. By instituting stringent quality control, all surveys pass the is it fair?” test and then the right agents are held accountable for the right data. Your center's Quality Assurance and Monitoring program requires continuous calibration, rules and guidelines. In other words, a stringent process is needed to be successful. Your survey program is no different.

Research is a science as is the application of the results. Garbage in equals garbage out. Dirty data is the equivalent of garbage for your measurement program. Considering the implications to personnel management and the overall management of the center and its ultimate value as the relationship manager for the company, it is better to do NO surveys than to do poor surveys. Critically evaluate your program or proposed program on the following criteria:

The bill echoes some of the provisions of the Patent Reform Act of 2005 (H.R. 2795), submitted in the House last year by Texas Republican Lamar Smith. That bill was subject to heated criticism in hearings last September and is now being rewritten.

Smith's office has no idea when a new draft might be ready. But as chairman of the House Judiciary Committee, the Congressman has set up a schedule of hearings starting April 5 on issues including post-grant reviews, willful infringement and the first-to-file approach.

One of the most contentious issues in these bills is the proposal to change the basis for how patents are awarded from a first-to-invent system, which is unique in the world, to a first-to-file system, which is broadly accepted outside the States.

The benefit of a first-to-file system is that checking which of several inventors deserves a patent is as simple as looking at the time stamps on their applications. By contrast, you can't know who was the first to invent a new technology until you have a trial that grapples with who thought what and when they tried to realize it in any meaningful way.

Small companies, lone inventors and pharmaceutical companies believe first-to-file gives a huge advantage to large companies with big patent departments. Large companies say first-to-invent inevitably poses strange and ineffable questions no jury can answer,” said IEEE's Greenberg, and there is not a middle ground we can find” on this issue.

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