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HBOK 1-192

Title Using Statistics To Improve Satisfaction
Author(s) Sheldon D. Goldstein
Source Quality Progress
Topic Listening to Customers

Performance Measurement

Data Analysis

Abstract Choosing which attributes to improve from customer survey data maximizes the use of resources and increases the chances of positive returns on your efforts. The Kruskal-Wallis one-way analysis of variance by ranks helps focus attention on what needs most improvement. In satisfaction data, distribution data is rarely normal. The Kruskal-Wallis test provides a way to evaluate ordinal data in more depth and draw statistical interpretations from the results. The process can be used with any quality improvement program. It provides a statistical basis to discriminate between attributes that need attention and those that will not result in measurable increases in customer satisfaction even if they are improved.
Access Restrictions ASQ members and journal subscribers
Link for .PDF http://asq.org/data/subscriptions/qp/2007/0307/qp0307goldstein.pdf
Link for HTML http://asq.org/data/subscriptions/qp/2007/0307/qp0307goldstein.html
Reference Code 1-192

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