The next question to be addressed is:how long should the sampling exercise last? Statistical formulas can be used to determine the size of the sample (wood 2003;Rumsey 2003 ) but a pragmatic approach is to calculate a moving average at the end of each day(in other words, an averages settle down quite well after three days,so that probably gives us a reasonable picture of the pattern of work.
The analysis sheet thus gives is a view of how the staff in our call centre spend their day.If the figure for not working seems rather alarming at 21 per cent,