Question

A government agency handles applications for assistance for local families. The process for each application includes: -

- A representative enters the family’s information into a computer system.

- A separate staff member reviews the information and uses an income scale to determine if the family is eligible for any assistance.

- The second staff member sends the family a letter stating their options for assistance. All of the applications and customer feedback for March were reviewed, and the team found the following information:

- 643 families sought assistance in March - 3 families were not able to complete the application process because the representative took too long to see them - 50 applications could not be passed to the second rep because of incomplete information

- 45 applications did not have complete information at first but that information was later received

- The second staff member was able to process all completed applications she received - Of all letters that went out to families, 10 included incorrect information.

Calculate the FTY and the RTY for this process.

Answer 1

To calculate the FTY, subtract the incomplete applications and divide by the total number of applications sought. To calculate the RTY, multiply the FTY by the percentage of letters with incorrect information.

Step-by-step explanation:

To calculate the First Time Yield (FTY), we need to find the percentage of completed applications that were processed without any errors. To do this, we start with the total number of applications sought in March (643) and subtract the number of applications that were not able to complete the process due to the representative taking too long (3). This gives us 640 completed applications. Then, we subtract the number of applications that couldn't be passed to the second rep due to incomplete information (50), and the applications that didn't have complete information at first but later received it (45). This leaves us with 545 completed applications that were processed without any issues. Finally, we divide this number by the total number of applications to find the FTY: 545 / 643 = 0.848 or 84.8%.

To calculate the Rolled Throughput Yield (RTY), we need to find the percentage of applications that went through the entire process without any errors. We start with the FTY we calculated earlier (84.8%) and multiply it by the percentage of letters that included incorrect information (10%). This gives us 84.8% * (100% - 10%) = 76.32% or 0.7632. So, the RTY is 76.32%.