Statistical Process Control (SPC) as a Tool for Measuring Customer Dissatisfaction Level and Service Process Improvement
The purpose of this paper is to identify assignable causes of the problem in the service process and eliminating them using Statistical Process Control (SPC) to achieve some improvement in the process quality. Closed-ended questionnaire is utilized to find out the vital causes that may lead to customer´s dissatisfaction, to do that 110 target customers asked through a questionnaire to choose one of the five options that expected may produce customer dissatisfaction then analyzed all the collected data by using some improvement tools such as, data collection, histogram, Pareto chart, cause and effect diagram, and control chart. Systematically review the literature and using the SPC tools it is concluded that SPC is a versatile tool which can help to measure customer dissatisfactions and service process improvement.
