Six sigma quality control and multivariate capability indicators to assess customer service in a mobile phone company
Keywords:
Quality, Sigma level, Six sigma, Variables, IndicatorsAbstract
The application of Six Sigma and the multivariate capability index allows for the identification of any variability present in the process and determines whether it is acceptable or not. In this research, using Six Sigma and the multivariate capability index, the customer service quality characteristics of a mobile phone company with six channels to meet its customers' needs are evaluated. Primary data was used to
evaluate the results. The results show poor process performance during the study period. This helps improve service quality, as the "website" and "phone line" channels were identified as the most critical.
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