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Using Shewhart and CUSUM Charts for Diagnosis with Count Data in a Vendor Certification Study

Summary: [This abstract is based on the authors' abstract.] Many service organizations today have problems with the quality of the credit card processing task. A case study shows the results of a process performance evaluation and process capability analysis used to identify and solve the problem of excess variability in data drawn from four vendors that process credit card applications for a large bank. Analysis showed that differences between and within vendors were directly related to training and workers’ experience. Two interventions were shown to improve training and reduce turnover.

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  • Topics: Process Capability, Reliability
  • Keywords: Process capability analysis, Performance appraisals, Process variability, Quality improvement (QI), Vendor/product evaluation/certification, Case study
  • Author: Saniga, Erwin M.; Davis, Darwin J.; Lucas, James M.
  • Journal: Journal of Quality Technology