Title :
Application of DMAIC on Service Improvement of Bank Counter
Author :
Zhiying, Wang ; Jing, Sun
Author_Institution :
SEM, Tsinghua Univ., Beijing
Abstract :
In this paper, DMAIC (define-measure-analyze-improve-control), the implementation steps for Six Sigma projects are followed to analyze and improve the service quality of bank counter. SIPOC (suppliers - inputs process - outputs - customers) analysis and customer requirements tree are applied to define the process of bank counter service and customer requirement characters. Based on 2-month work of data collection and survey current process performance is measured and the goal of the project is given. Rules of arrival rate and customer waiting time are found through multiple statistical methods, such as one-way ANOVA and k-related samples nonparametric tests. Functions are built according to regression analysis and the cause of waste in the process is identified. Finally suggestions are made to improve the service quality of bank counter
Keywords :
bank data processing; regression analysis; six sigma (quality); Six Sigma project; bank counter service; customer requirement tree; customer waiting time; regression analysis; statistical method; Control systems; Counting circuits; Current measurement; Data analysis; Performance analysis; Process control; Six sigma; Statistical analysis; Sun; Time measurement; Six Sigma; bank counter; service quality;
Conference_Titel :
Service Systems and Service Management, 2006 International Conference on
Conference_Location :
Troyes
Print_ISBN :
1-4244-0450-9
Electronic_ISBN :
1-4244-0451-7
DOI :
10.1109/ICSSSM.2006.320552
