Monitoring and accurately interpreting service processes with transactions that are classified in multiple categories

Rodrigo Duran and Susan Albin

IISE Transactions, 2010, vol. 42, issue 2, 136-145

Abstract: Consider a process where transactions, such as customer service transactions, are classified into categories. With just two categories, the fraction in each can be monitored with the familiar p-chart based on the binomial distribution. This paper presents a new method for monitoring the number of transactions among K categories the p-tree method, which provides an accurate and easy way to help pinpoint the categories where there has been a disturbance. In contrast to the existing practice the proposed method not only signals an out-of-control situation but also helps identify which categories are causing the problem. It is shown that a K category process can be represented by a probability tree with K − 1 binary stages and hence monitored with K − 1 independent p-charts. Simulation studies show that the p-tree method is a helpful diagnostic tool and that the sensitivity is comparable to existing multinominal-based control charts.

Date: 2010
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/07408170903074908 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:uiiexx:v:42:y:2010:i:2:p:136-145

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/uiie20

DOI: 10.1080/07408170903074908

Access Statistics for this article

IISE Transactions is currently edited by Jianjun Shi

More articles in IISE Transactions from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().