Title :
The Application of Six Sigma Method in F Bank
Author :
Tang, Wenting ; Pei, Xiaobing
Author_Institution :
Dept. of Ind. Eng., Tianjin Univ. of Technol., Tianjin, China
Abstract :
The aim of this passage is to analyze the factors that influence the customer satisfaction by combining with the method of Six Sigma and to give out advices on improving. The analysis of the paper is based on the phenomena that customer waiting time is too long and customer is unsatisfied with the counter service, the phenomena often image in the courses of daily operations in the bank. In the phase of improvement, we use the idea of queuing system to analyze the Issue and make a queuing system optimization program.
Keywords :
banking; customer satisfaction; queueing theory; six sigma (quality); F bank; customer satisfaction; queuing system optimization program; six sigma method; Analytical models; Customer satisfaction; Customer service; Phase measurement; Queueing analysis; Radiation detectors; Six sigma; Improvement; Queuing System; SIPOC Analysis; Six Sigma;
Conference_Titel :
E-Business and E-Government (ICEE), 2010 International Conference on
Conference_Location :
Guangzhou
Print_ISBN :
978-0-7695-3997-3
DOI :
10.1109/ICEE.2010.713
