Application of statistical process control in service industry

Mirzaei, Noorbakhsh; Niroomand, Sadegh; Zare, Rahim

doi:10.1108/jm2-06-2014-0046

Cited by 13 publications

(12 citation statements)

References 12 publications

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“…In the aggressive business restaurant industry, serving accurately and satisfying customers are crucial goals of restaurant management (Mirzaei et al , 2016; Namkung and Jang, 2007). Maintaining food quality is essential as it is one of the three most important factors that contribute to customer satisfaction (Andaleeb and Conway, 2006).…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants

Mannan

Chowdhury

Sarker

et al. 2019

JM2

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Purpose The purpose of this study is to provide an insight into the crucial antecedents of customer satisfaction and revisit intention in the context of dining restaurants in a holistic approach, taking Bangladesh as a unit of analysis. Design/methodology/approach The research design was cross-sectional. Data were collected from 30 dining restaurants in Dhaka city, Bangladesh. The proposed model was tested using partial least square structural equation modeling with a sample size of 600 respondents. Findings The antecedents of customer satisfaction (i.e. service quality, food quality, atmospherics, other customers and perceived value/price) were found to have significant positive effects on customer satisfaction. Customer satisfaction and restaurant reputation were found to have significant positive effects on revisit intention, while variety seeking tendency was found to have a significant negative effect on revisit intention. Trust was found to partially mediate the customer satisfaction-revisit intention and restaurant reputation-revisit intention relationships. Originality/value This study is among the first to provide a holistic approach toward the crucial antecedents of customer satisfaction (i.e. service quality, food quality, atmospherics, other customers and perceived value) and revisit intention (i.e. customer satisfaction, variety seeking tendency, trust and restaurant reputation) in one structural equation model, and investigated their interrelationships in the context of dining restaurants. To the authors’ knowledge, this is the first study that has investigated the mediating role of trust between the customer satisfaction-revisit intention and restaurant reputation-revisit intention relationships in the context of dining restaurants. From a market-specific context, this the first study to investigate and link the examined variables in the context of Bangladeshi dining restaurants.

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Section: Literature Review and Hypothesesmentioning

confidence: 99%

Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants

Mannan

Chowdhury

Sarker

et al. 2019

JM2

View full text Add to dashboard Cite

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“…Dari data di atas, pertama kita akan menghitung akumulasi dari produk cacat ∑(d) dan sample ∑(n). Jika jumlah sampel yang didapatkan tidak bisa konsisten dalam jumlah tertentu maka batas atas dab bawah p-chart yang hasilkan tidak bisa berupa garis lurus dan solusinya adalah melakukan aproksimasi dengan mencari sampel rata-rata dengan menggunakan Persamaan (4) dan (5). Dari hasil perhitungan tabel di atas, terlihat bahwa ada beberapa data yang mempunyai proporsi cacat yang melebihi batas, dalam hal ini UCL.…”

Section: Metodeunclassified

Implementasi Statistical Process Control Untuk Minimasi Cacat Di PT. Bumimulia Indah Lestari

Oemar

Azwir

Pratama³

2021

JIE

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Kualitas adalah salah satu indikator keberhasilan suatu perusahaan dalam memenuhi kepuasan pelanggan serta dapat meningkatkan daya saing dalam dunia industri. Kualitas sendiri memerlukan pengendalian dalam rangka mempertahankan dan meningkatkan standar semaksimal mungkin. Di PT Bumimulia Indah Lestari belum terdapat pengendalian proses dan kualitas secara optimal, terutama pada proses labelling sehingga proporsi produk cacat pada proses tersebut masih tinggi yang ditandai dengan defect label pada produk botol MF Cussons 900 ml. Salah satu usaha yang dapat mengurangi proporsi produk cacat yaitu dengan implementasi metode SPC (Statistical Processing Control). Alat bantu dari metode tersebut yang digunakan adalah bagan kendali p (p-chart) untuk mengukur proporsi produk cacat, diagram sebab-akibat (fishbone diagram) untuk mengetahui penyebab awal dari suatu permasalahan yang kemudian ditelusur lebih lanjut terkait akar dari masalahnya dengan Why Analysis, dan dari hasil serangkaian penelitian tersebut ditentukan action plan yang bertujuan meminimalisasi produk cacat dari berbagai aspek. Dengan implementasi SPC (Statistical Processing Control) pada proses labelling botol MF Cussons 900 ml maka proporsi produk cacat sudah terkendali, serta menurunkan presentase jumlah produk cacat dari 15,838% menjadi 3,244%.

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“…While in the service sector, SPC has been employed to improve the quality and efficiency of the processes in a restaurant. In particular, individual Moving Range (I-MR) chart and Moving Average (MA) chart have been employed to monitor the food freshness and quality [15]. However, in order to statistically monitor the topological features of the transportation network through time, a process control chart has been developed.…”

Section: Literature Review 21 Statistical Process Controlmentioning

confidence: 99%

A Framework for Enhancing the Responsiveness to Defects via SPC and Worker Empowerment

Nada

2019

ERJ. Engineering Research Journal

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The ultimate goal of the online quality control initiatives is to prevent the occurrence of defects or rather to detect the occurrence of defects as fast as possible in order to interfere with corrective actions. Generally, Statistical Process Control (SPC) tools such as control charts can be effectively applied to monitor the production processes and can be used as an indicator for the occurrence of assignable causes in the process which are mainly responsible for the occurrence of defects. Typically, the out of control signals resulted from control charts or other signs of developing defective items that are observed directly through visual inspection necessitate a rapid response from the shop floor operators. Meanwhile, the lack of worker empowerment and poor communication between shop floor workers and engineers as well as managers are mainly responsible for the late decisions and actions which lead to increased defect rates. This paper presents a framework that integrates SPC approaches with worker empowerment practices to enhance the responsiveness toward detected defects as well as preventing the occurrence of more ones. Besides, a case study concerned with the manufacturing of Unplasticized Polyvinyl Chloride (UPVC) pipes has been conducted to demonstrate the application of the proposed framework.

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Application of statistical process control in service industry

Cited by 13 publications

References 12 publications

Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants

Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants

Implementasi Statistical Process Control Untuk Minimasi Cacat Di PT. Bumimulia Indah Lestari

A Framework for Enhancing the Responsiveness to Defects via SPC and Worker Empowerment

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