Customer Care

S TAT I S T I CA L P R O C E S S MONITORING OF C U S T O M E R S AT I S FAC T I O N S U RV E Y D ATA DON G. WARDELL, UNIVERSITY OF UTAH MARIO R. CANDIA, THE OHIO CASUALTY restitution GROUP Understanding and monitoring guest needs and satisfaction argon crucial requirements of quality management. Many organizations collect frequent guest satisfaction entropy over time using client surveys. A logical yet infrequently used doer of monitoring these data is with process chair maps. These provide managers with a mechanism for s domiciliatening the external and internal environments for changes in customer satisfaction levels. Traditional Shewhart charts need to be modified, however, to monitor bland or ordinal customer survey data. Using data from a major hospital, this article shows how blindly applying traditional X charts based on subgroup ranges to ordinal survey data can lead managers to erroneous conclusions about the level of customer satisfaction. When subgroup ensample deviations be used instead, the control chart properties are improved, and implementation is much more complicated because subgroup sizes are jumbo and vary due to different response rates. Two alternate(a) charts that are more appropriate for survey data are discussed.

The first is an extension of the p chart to the case where thither are more than two possible outcomes. The second chart is based on the 2 statistic, which is commonly used to rivulet hypotheses when data are categorical. The use of each chart is illustrated, and their properties are compared using the hospital data. The comparison shows that the 2 chart detects shifts fleet on average than does the extension of the p chart. The 2 chart is somewhat difficult to compute and interpret, however, and many managers may pick out the (simpler) extended p chart. Key words: categorical data, control charts, customer focus, goodnessof-fit, multinomial distribution. sources (for example, Gitlow et al. 1989) even define quality as the... If you want to get a full essay, order it on our website: Orderessay

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