Statistical Process Control (SPC) as a Tool for Measuring Customer Dissatisfaction Level and Service Process Improvement

Muhammed Zakir Hossain; Sayaka Zaman

Statistical Process Control (SPC) as a Tool for Measuring Customer Dissatisfaction Level and Service Process Improvement

Muhammed Zakir Hossain *

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Sayaka Zaman

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Statistical Process Control (SPC) as a Tool for Measuring Customer Dissatisfaction Level and Service Process Improvement

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Abstract

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.

References

11 Cites in Article

Reference Format

Arthus Aron,Elliot Coups,Elaine Aron Statistics for Psychology.
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Donald Berwick (1996). Harvesting Knowledge From Improvement.
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M Demos,N Demos (1989). Statistical Quality Control's Role in Health Care Management, Quality Progress.
R C J C Benneyan,P E Lloyd,Plsek (2003). Statistical process control as a tool for research and healthcare improvement.
Ben Mason,Jiju Antony (2000). Statistical process control: an essential ingredient for improving service and manufacuring quality.
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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

How to Cite This Article

Muhammed Hossain, Sayaka Zaman. 2019. "Statistical Process Control (SPC) as a Tool for Measuring Customer Dissatisfaction Level and Service Process Improvement". Global Journal of Management and Business Research, Global Journal of Management and Business Research - A: Administration & Management GJMBR-A Volume 19 (GJMBR Volume 19 Issue A3).

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GJMBR Volume 19 Issue A3

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

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Classification

GJMBR-A Classification JEL Code: M19

Submission ReceivedDecember 15, 2018
Peer Review Double Blind
Handling Editor
Accepted January 5, 2019
Published January 15, 2019

Version of record

v1.2

Issue date

April 9, 2019

Language

English

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Article Matrices

Total Score: 149

Country: Bangladesh

Subject: Global Journal of Management and Business Research

Authors: Muhammed Zakir Hossain, Sayaka Zaman (PhD/Dr. count: 0)

View Count (all-time): 323

Total Views (Real + Logic): 757

Total Downloads (simulated): 35

Publish Date: 2019 01, Tue

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Total Views: 757

Total Downloads: 35

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