Process Improvement and Quality Control : Employing Statistical Process Control Charts to Monitor Call Center Data / Hubert Setzler.

Format:

Book

Author/Creator:

Setzler, Hubert, author.

Language:

English

Subjects (All):

Quality control--Statistical methods.

Quality control.

Quality control--Auditing.

Physical Description:

1 online resource

Other Title:

Process Improvement and Quality Control

Place of Publication:

[Place of publication not identified] : SAGE Publications, Inc, 2024.

Summary:

This Data Challenge presents undergraduate and graduate students with the call-center customer satisfaction data for 2023 from a major healthcare provider. The data include customer call data such as length of call, resolution, put on hold, and rerouted. Students in undergraduate operations, quality, or supply-chain classes analyze the data in an attempt to identify which factors are influencing customer (patient) satisfaction. Students then review different improvement options and, using another data set, determine which option, if any, has significantly improved customer (patient) satisfaction. Finally, they look at the improved process data, determine the appropriate statistical process control charts, and determine whether the improved process is in control or out of control. When the process turns is out of control, they must determine the next course or courses of action. Familiarity with simple hypothesis testing and statistical process control is helpful for completion of this Data Challenge.

Notes:

Description based on publisher supplied metadata and other sources.

ISBN:

1-0719-7450-5

9781071974506

OCLC:

1463993481