1. Data Analysis and Graphing Office of Quality Management Office of Research Services National Institutes of Health July 2002

2. For more information on the ASAs: http://www.nih.gov/od/ors/od/oqm/asa/asa.htm Or Contact: Amy Culbertson Culberta@ors.od.nih.gov (301) 594-9616 Acknowledgments Data Analysis and Graphing training was jointly developed by: Office of Quality Management (OQM) –Antonio Rodriguez, Amy Culbertson, Carmen Kaplan, and Gay Presbury OQM Consultants –Janice Rouiller (SAIC), Kate Fenton (Atlantic Coast Consulting), Phil Nathanson (McManis Associates)

3. Table of Contents Training Objectives……..…………………………………………………………………………………………..1 ASA Data Collection Plan…………………………………………………………………………………………..2 Step 1: Review Common Performance Objectives and Measures…………………………………………………………….… 7 Step 2: Add Unique Performance Objectives and Measures ……………………………………………………………………12 Step 3: Review/Determine Methodology …………………………………………………………………………………………..13 Step 4: List Points of Contact (POC) …………………………………………………………………………………………….…18 Step 5: List Source of Data ………………………………………………………………………………………………………….20 Step 6: List Data Collection Frequency ………………………………………………………………………………………….…26 Step 7: List Target………………………………………………………………………………………………………………….…28 Methods of Analyzing Data With Graphs………………………………………………………………………30 Pie Charts………………………………………………………………………………………………………………………………33 Bar Graphs………………………………………………………………………………………………………………….……….…35 Pareto Charts…………………………………………………………………………………………………………………………..38 Radar Charts…………………………………………………………………………………………………………..…………….…40 Line Graphs……………………………………………………………………………………………………….……………………42 Scatter Diagrams………………………………………………………………………………………………………………………45 Analyzing Data with Graphs ……………………………………………………………………………………………………….…47 Tips for Graph Analysis………………………………………………………………….……………………………………………51 Summarizing Analyses in Your ASA Presentation………………………………………………………………………..………53 i

4. Table of Contents (cont.) Constructing Graphs from the ASA Template………………………………………………………………….55 Customer Perspective Graphing and Analyzing Customer Segmentation Data……..…………………………………………………………….……56 Pie Chart………………………………………………………………………………………………………………………….59 Bar Graph…………………………………………………………………………………………………………………………64 Pareto Chart……………………………………………………………………………………………………………………...70 Bar Graph with Added Dimension………………………………………………………………………………………….…..73 Graphing and Analyzing Customer Satisfaction Ratings..……………………………..……………………………………….79 Radar Chart………………………………………………………………………………………………………………….……81 Scatter Diagram: Gap Analysis………………………………………………………………………………………..….……83 Internal Business Process Graphing and Analyzing Process Measures …………………………………………………………………………………….84 Run Chart…………………………………………………………………………………………………………………...…….86 Scatter Diagram……………………………………………………………………………………………………………..……93 Learning and Growth Perspective Graphing and Analyzing Turnover, Sick leave, Complaints, Awards……………………………………………….…..…....102 Analysis of the Readiness Index……………………………………………………………………………………..…….….…104 Financial Perspective Graphing and Analyzing Unit Cost …………………………………………………………………………………..…...……..106 Run Chart…………………………………………………………………………………………………………………….…108 Graphing and Analyzing Asset Utilization ………………………………………………………………………………..…….109 Run Chart…………………………………………………………………………………………………………………...….111 All Perspectives Graphing and Analyzing Unique Measures ………………………………………………………….………..………….…….119. Summary………………………………………………………………………………………………………….….121 Resources…………………………………………………………………………………………………………....122 ii