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Assessing the Performance of Control Charts for Monitoring Customer Survey Data

Title
Assessing the Performance of Control Charts for Monitoring Customer Survey Data
Type
Article in National Scientific Journal
Year
2002
Authors
José Sarsfield Cabral
(Author)
FEUP
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Helena Alvelos
(Author)
Other
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Scientific classification
CORDIS: Physical sciences > Mathematics > Applied mathematics > Operations research
Other information
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.
Language: Portuguese
Type (Professor's evaluation): Scientific
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