A control chart pattern recognition methodology for controlling information technology-enabled service (ITeS) process customer complaints

Abstract

PurposeThe purpose of this paper is to develop a control chart pattern recognition methodology for monitoring the weekly customer complaints of outsourced information technology-enabled service (ITeS) processes.Design/methodology/approachA two-step methodology is used to classify the processes as having natural or unnatural variation based on past 20 weeks' customer complaints. The step one is to simulate data on various control chart patterns namely natural variation, upward shift, upward trend, etc. Then a deep learning neural network model consisting of two dense layers is developed to classify the patterns as of natural or unnatural variation.FindingsThe validation of the methodology on telecom vertical processes has correctly detected unnatural variations in two terminated processes. The implementation of the methodology on banking and financial vertical processes has detected unnatural variation in one of the processes. This helped the company management to take remedial actions, renegotiate the deal and get it renewed for another period.Practical implicationsThis study provides valuable information on controlling information technology-enabled processes using pattern recognition methodology. The methodology gives a lot of flexibility to managers to monitor multiple processes collectively and avoids the manual plotting and interpretation of control charts.Originality/valueThe application of control chart pattern recognition methodology for monitoring service industry processes are rare. This is an application of the methodology for controlling information technology-enabled processes. This study also demonstrates the usefulness of deep learning techniques for process control.

Criação de um sistema de medição de desempenho para uma empresa de prevenção a fraudes

“…Ao revisar os trabalhos focados em BPO, percebeu-se que há uma enorme variedade de foco e escopo, tais como desenvolvimento de modelos para monitorar as reclamações de clientes de processos terceirizados de serviços habilitados para tecnologia da informação (ITeS) (e.g. John, 2022); riscos associados ao BPO para a cadeia de suprimentos (e.g. Rajani et al, 2022); eficiência dos serviços terceirizados e economias de escala (e.g.…”

Post-Handover Housing Quality Management and Standards in Korea

“…In addition to low-level unit work, it is also helpful in high-level management, such as leadership [43]. Control charts are also used to monitor customer satisfaction and complaints in addition to producer-centered evaluations [44], so it is possible to perform post-monitoring or post-evaluation using control charts. Therefore, the control chart makes evaluating and managing defects and repair costs in the post-handover stage possible.…”

“…On the other hand, in these cases, there is a difference in the time of completion and the period of litigation, so the calculation time of the construction cost and defect repair cost are different. It is then necessary to adjust the cost value equally based on the same period [44]. The time of this study is the future from when the construction and defect repair costs of each case were determined.…”