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Not All Customer Experience Variation is Equal - Common Cause vs. Special Cause Variation
The document discusses the distinction between common cause and special cause variation in customer experience management. Common cause variation is inherent in systems and represents statistical noise, while special cause variation is unpredictable and signals issues that need addressing. Understanding these variations is crucial for effective management of customer behaviors and experience strategies.
Not All Customer Experience Variation is Equal - Common Cause vs. Special Cause Variation
- 1. Kinesis CEM, LLC NotAll Customer Experience Variation is Equal: Common Cause vs. Special Cause Variation https://blog.kinesis-cem.com/2015/04/14/not-all-customer-experience-variation-is-equal-common-cause-vs-special-cause- variation/ Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies. Mr. Larse can be reached at elarse@kinesis-cem.com. http://www.kinesis-cem.com kinesis-cem.com 206.285.2900 info@kinesis-cem.com Not All Customer Experience Variation is Equal: Common Cause vs. Special Cause Variation
- 2. Be it…. a surveyof customers… Variability is Common
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- 6. Managers Need to Understand the Causes ofVariation Variability is Common
- 7. Common Cause & Special Cause TwoTypes of Variation
- 8. Like the rollof dice, common cause variation is natural variation within any system. It is constantly active within a system, and represents statistical “noise”. Common Cause Variation
- 9. Common Cause Variation Examples • Poorly defined,poorly designed, inappropriate policies or procedures • Poor design or maintenance of computer systems • Inappropriate hiring practices • Insufficient training • Measurement error
- 10. Unlike the rollof the dice, special cause variation is not probabilistically predictable. It does not represent statistical “noise” within the system, but is the signal within the system. Special Cause Variation
- 11. Special Cause Variation Examples • High demand/high traffic • Poor adjustment of equipment • Just having a bad day
- 12. …to managing customer behaviorsis understanding common cause and special cause variation and their implications. A Key…
- 13. Variation Built into theSystem: Policies Procedures Equipment Hiring Practices Training Common Cause Variation
- 14. more or less howthe human element and the system interact Special Cause Variation