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HBOK 1-041

Title Using Shewhart and CUSUM Charts for Diagnosis with Count Data in a Vendor Certification Study
Author(s) Erwin M. Saniga, Darwin J. Davis, and James M. Lucas
Source Journal of Quality Technology
Topic Performance Measurement

Data Analysis

Performance Improvement

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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Reference Code 1-041

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