Assessing the Performance of Control Charts for Monitoring Customer Survey Data

• Tipo: Artigo em Revista Científica Nacional
• Data: 2002

Autores

José Sarsfield Cabral (Autor) FEUP; Helena Alvelos (Autor) Outra

Revista

Título: Revista Investigação Operacional

Vol. 22 Nº 2

Páginas: 181-198

Editora: Associação Portuguesa de Investigação Operacional

Classificação Científica

CORDIS: Ciências Físicas > Matemática > Matemática aplicada > Investigação operacional

Outras Informações

Abstract (EN): This paper discusses the use of control charts in monitoring customer satisfaction survey data over time. Using simulated multinomial data, the 2 chart are compared, assumingperformance of the p chart (or chart) and the both in-control and out-of-control situations. Since it was not possible to establish clearly which of the two charts performs better, it is suggested that both charts should be applied together. It is also recommended that utility based methods are used in order to clarify the interpretation of the chart signals.

Idioma: Português

Tipo (Avaliação Docente): Científica