Context: In this scenario the incident tickets were reviewed by
the selected and trained reviewers with respect to a predefined
parameters. The main objective is to
understand the accuracy as well as the consistency among the reviewers before
confirming the review results followed by appropriate actions.
Review results are the output of the review measurement process
carried out by
v
Reviewers, Checklist, Environment, Review method, Data
collection/capturing
Components
of MSA Process:
·
Key Considerations:
§
The study should be performed over the range (Severities,
Shifts, Reviewers, Towers etc.,)
§
Actual Checklist should be used, already written review
procedures should be followed
§
It should be business as usual
§
Measurement variability should be presented “as-is”, not as it
was designed to be
· Data Collection:
§
Select15 reviewers and 10 tickets to be evaluated
§
Appropriate sampling techniques should be used
§
Each ticket is to be reviewed 2 times by each reviewer with a
gap of sometime (e.g. a week)
§
Analyze the data to verify the repeatability, reproducibility
and accuracy
· Frequency:
§
Once in a quarter
§
Addition of new reviewers in to the system
§
Changes to review checklists, Changes to the current process
being evaluated
§
Missing correlation with other sources like customer feedback
etc.,
