Contents ◾ vii
Sum of Squares and Variance........................................................... 42
Standard Deviation .......................................................................... 44
Skewness and Kurtosis ...............................................................................45
Pearson’s Skewness ............................................................................45
Bowley’s Skewness ............................................................................45
ird Standardized Moment ............................................................45
Kurtosis ........................................................................................... 46
Coefficient of Dispersion............................................................................47
Coefficient of Range .........................................................................47
Coefficient of Quartile Deviation .....................................................47
Coefficient of Mean Deviation..........................................................48
Coefficient of MAD..........................................................................48
Coefficient of Standard Deviation ....................................................48
Summary of Coefficients of Dispersion .............................................48
Application Contexts .................................................................................49
In a Nutshell ..............................................................................................50
Measures of Dispersion .....................................................................50
Nature of Dispersion ........................................................................50
Coefficients of Dispersion .................................................................50
Case Study: Dispersion Analysis of Data Sample .......................................51
Review Questions ......................................................................................52
Exercises ....................................................................................................52
Reference ...................................................................................................52
Suggested Readings ...................................................................................52
4 Tukey’s Box Plot: Exploratory Analysis ...............................................53
e Structure of the Box Plot .....................................................................53
Customer Satisfaction Data Analysis Using the Box Plot ...........................55
Tailoring the Box Plot ................................................................................57
Applications of Box Plot.............................................................................57
Seeing Process Drift ..........................................................................58
Detecting Skew .................................................................................58
Seeing Variation ................................................................................58
Risk Measurement ............................................................................59
Outlier Detection .............................................................................59
Comparison of Processes ..................................................................59
Improvement Planning .....................................................................59
Core Benefits of Box Plot ...........................................................................60
Twin Box Plot ............................................................................................61
Holistic Test .....................................................................................62
Application Summary: Twin Box Plot .......................................................63
Case Study 1: Business Perspectives from CSAT Box Plots ....................... 64
CSAT Analysis across SBUs ............................................................. 64