Monitoring customer complaints using the repetitive sampling

Ali Hussein AL-Marshadi, Muhammad Aslam, Abdullah Hamoud Alharbey, Nasrullah Khan and Liaquat Ahmad

Communications in Statistics - Theory and Methods, 2022, vol. 51, issue 2, 313-327

Abstract: A new control chart for a service performance index based upon the proportion of customer complaints using the repetitive sampling scheme is proposed. The control chart coefficients have been estimated for different parametric combinations using different levels of the performance index. The performance of the new control chart is evaluated on the basis of the average run length (ARL) for in-control and shifted processes. A simulation study for estimating three parameters of the proposed control chart is carried out in order to see the performance of the proposed methodology. The proposed control chart performs better than the existing chart in terms of the ARLs. A real-world example from industry has been included for the practical application of the proposed control chart.

Date: 2022
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DOI: 10.1080/03610926.2020.1748199

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