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Niteliksel Ölçüler İçin Süreç Yeterlilik Analizi: Çağrı Merkezi Örneği

Year 2023, Volume: 23 Issue: 6, 1402 - 1411, 28.12.2023

Müberra Terzi Kumandaş Sermin Elevli

https://doi.org/10.35414/akufemubid.1174083

Abstract

Üretilen ürün veya sunulan hizmetle ilgili kalite parametrelerinin önceden tahmin edilebilir ve kararlı bir
yapıda olup olmadığını belirlemek üzere kontrol grafiklerinden yararlanılırken, tüketicilerin
beklentilerini yansıtan spesifikasyonları karşılama düzeyini tespit etmek üzere süreç yeterlilik
analizinden yararlanılmaktadır. “Uygun” ya da “Uygunsuz” gibi nitelemelerle ifade edilen nitel ölçümler
için yapılan süreç yeterlilik analizi (SYA) çalışmalarının, sürekli rassal değişken olarak modellenen nicel
ölçümler için yapılan çalışmalara kıyasla oldukça sınırlı düzeyde kaldığı görülmektedir. Oysaki çoğu
üretim veya hizmet sürecinden, kaliteyle ilgili olumsuz gözlemlerin sayısına dayanan nitel ölçümler elde
edilmektedir. Bu çalışmada bir özel hastanenin çağrı merkezinde kaçan (cevaplanmayan) çağrılara
yönelik SYA yapılmıştır. Verilerin “kaçan” ve “cevaplanan” çağrı şeklinde iki kategoriden oluşan nitel
ölçümlere dayanması nedeniyle Binom SYA’nden yararlanılmıştır. Dönemsel bazlı sigma seviyeleri
üzerinden yapılan değerlendirme çağrı merkezi sürecinin yetersiz olduğunu göstermiştir. Son olarak
ağaç diyagramı kullanılarak, sürecin iyileştirilmesine yönelik öneriler geliştirilmiştir.

Keywords

Çağrı Merkezi Binom Yeterlilik Analizi Süreç Yeterlilik Analizi

References

  • Abdolshah, M., Yusuff, R. M., Ismail, M. Y. B. and Hong, T. S. (2009). A New Technique to Measure Process Capability with Taguchi Loss Functions. 2009 International Conference on Information Management and Engineering, Kuala Lumpur, Malaysia,186-190 https://doi.org/10.1109/icime.2009.123
  • Abdul, F. W. and Purwatmini, N., 2018. Improving service quality of call center using DMAIC method and service blueprint. Journal of Management and Business, 15, 1, 35-47 https://doi.org/10.24123/jmb.v15i1.38
  • Aksin, Z., Armony, M. and Mehrotra, V., 2007. The modern call center: A multi‐disciplinary perspective on operations management research. Production and operations management, 16, 6, 665-688 https://doi.org/10.1111/j.1937-5956.2007.tb00288.x
  • Arcidiacono, G. and Nuzzi, S., 2017. A review of the fundamentals on process capability, process performance, and process sigma, and an introduction to process sigma split. International Journal of Applied Engineering Research, 12, 14, 4556-4570.
  • Arpasat, P., Porouhan, P. and Premchaiswadi, W. (2015). Improvement of call center customer service in a thai bank using disco fuzzy mining algorithm. 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015), Bangkok, Thailand, 90-96 https://doi.org/10.1109/ICTKE.2015.7368477
  • Costa, A. R., Barbosa, C., Santos, G. and Alves, M. R., 2019. Six sigma: Main metrics and r based software for training purposes and practical industrial quality control. Quality Innovation Prosperity, 23, 2, 83-100 https://doi.org/10.12776/qip.v23i2.1278
  • Derleme, Ç., 2005. Laboratuvar Tıbbında Altı-Sigma Kalite Yönetimi. Türk Biyokimya Dergisi [Turkish Journal of Biochemistry-Turk J Biochem], 30, 4, 272-278.
  • Deste, M. and Berber, G., 2018. A Literature Review On Process Improvement Applications. Uluslararası Ekonomi İşletme ve Politika Dergisi, 2, 2, 213-230 https://doi.org/10.29216/ueip.462265
  • Dobránsky, J., Pollák, M. and Doboš, Z., 2019. Assessment of Production Process Capability in the Serial Production of Components for the Automotive Industry. Management Systems in Production Engineering, 27, 4, 255-258 https://doi.org/10.1515/mspe-2019-0040
  • Gauri, S. K. and Pal, S., 2020. A note on the generalized indices of process capability. International Journal of Research in Industrial Engineering, 9, 3, 286-303 https://doi.org/10.22105/riej.2020.237520.1137
  • Gökşen, Y. and Kılıç, S., 2011. Yönetici etkinliğinin sağlanması sürecinde karar destek uygulaması. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 13, 1, 81-95.
  • Hsieh, K.-L. and Tong, L.-I., 2005. Incorporating process capability index and quality loss function into analyzing the process capability for qualitative data. The International Journal of Advanced Manufacturing Technology, 27, 11-12, 1217-1222 https://doi.org/10.1007/s00170-004-2314-1
  • Kane, V. E., 1986. Process capability indices. Journal of Quality Technology, 18, 1, 41-52 https://doi.org/10.1080/00224065.1986.11978984
  • Maravelakis, P. E., 2016. Process capability indices for data following the Poisson or binomial distribution. Quality Technology & Quantitative Management, 13, 2, 197-206 https://doi.org/10.1080/16843703.2016.1169688
  • Mehrbod, N., Cabral, I., Requeijo, J. and Grilo, A., 2021. Forecasting and controlling key performance indicators in call centers. Preprint Version-1, Research Square, 1-29 https://doi.org/10.21203/rs.3.rs-685949/v1
  • Öztürk, H., Murat, N. and Elevli, S., 2019. Quality Control Charts For Monitoring Performance of Hospital Call Center. Sigma, 37, 4, 1397-1410.
  • Pal, S. and Gauri, S. K., 2020. Measuring capability of a binomial process. International Journal of Engineering, Science and Technology, 12, 1, 25-37 https://doi.org/10.4314/ijest.v12i1.3
  • Rodriguez, R. N., 1992. Recent developments in process capability analysis. Journal of Quality Technology, 24, 4, 176-187 https://doi.org/10.1080/00224065.1992.11979399
  • Runje, B., Kondić, Ž., Horvatić Novak, A. and Keran, Z., 2019. Estimation of process capability based on continuous and attribute data. Tehnički glasnik, 13, 2, 162-164 https://doi.org/10.31803/tg-20190514132701
  • Sawyerr, O. O., Srinivas, S. and Wang, S., 2009. Call center employee personality factors and service performance. Journal of Services Marketing, 23, 5, 301-317 https://doi.org/10.1108/08876040910973413
  • Short, M., 2023. On binomial quantile and proportion bounds: With applications in engineering and informatics. Communications in Statistics-Theory and Methods, 52, 12, 4183-4199 https://doi.org/10.1080/03610926.2021.1986540
  • Shu-guang, H., Li, L. and Er-shi, Q. (2007). Study on the continuous quality improvement of telecommunication call centers based on data mining. 2007 International Conference on Service Systems and Service Management, Chengdu, China, 1-5 https://doi.org/10.1109/ICSSSM.2007.4280171
  • Sucu, Ş. (2009). Six Sigma Approach and an Application in Automotive Industry, Yüksek Lisans, Sakarya University, 130.
  • Sunder M, V., 2016. Rejects reduction in a retail bank using Lean Six Sigma. Production Planning & Control, 27, 14, 1131-1142 https://doi.org/10.1080/09537287.2016.1187312
  • Sunder M, V. and Kunnath, N. R., 2020. Six Sigma to reduce claims processing errors in a healthcare payer firm. Production Planning & Control, 31, 6, 496-511 https://doi.org/10.1080/09537287.2019.1652857
  • Vassilakis, E. and Besseris, G., 2010. The use of SPC tools for a preliminary assessment of an aero engines' maintenance process and prioritisation of aero engines' faults. Journal of Quality in Maintenance Engineering, 16, 1, 5-22 https://doi.org/10.1108/13552511011030291
  • https://support.minitab.com/en-us/minitab/18/help-and-how-to/quality-and-process-improvement/capability-analysis/supporting-topics/capability-metrics/what-are-dpu-dpo-and-dpmo/, (08.02.2022)
  • https://support.minitab.com/en-us/minitab/20/help-and-how-to/quality-and-process-improvement/capability-analysis/how-to/capability-analysis/binomial-capability-analysis/interpret-the-results/key-results/, (01.09.2023)

Process Capability Analysis for Qualitative Measures: Call Center Example

Year 2023, Volume: 23 Issue: 6, 1402 - 1411, 28.12.2023

Müberra Terzi Kumandaş Sermin Elevli

https://doi.org/10.35414/akufemubid.1174083

Abstract

Control graphs are used to determine whether the quality parameters related to the product or the service provided are predictable and stable, while process capability analysis is used to determine the level of meeting the specifications that reflect the expectations of the consumers. Process capability analysis (PCA) studies for qualitative measurements such as “Appropriate” or “Inappropriate” seem to be at a very limited level compared to studies for quantitative measurements modelled as continuous random variables. However, in most production or service processes, qualitative measures are obtained based on the number of negative observations of quality. In this study, PCA has been made for abandoned (unanswered) calls in a call center of a private hospital. Binomial process capability analysis was used since the data is based on qualitative measurements consisting of two categories: “abandoned” and “answered” calls. Binomial PCA evaluated over the periodical-based sigma levels showed that the call center process was not capable. Finally, suggestions for improving the process were developed using a tree diagram.

Keywords

Call center Binomial capability analysis Process capability analysis Tree diagram

References

  • Abdolshah, M., Yusuff, R. M., Ismail, M. Y. B. and Hong, T. S. (2009). A New Technique to Measure Process Capability with Taguchi Loss Functions. 2009 International Conference on Information Management and Engineering, Kuala Lumpur, Malaysia,186-190 https://doi.org/10.1109/icime.2009.123
  • Abdul, F. W. and Purwatmini, N., 2018. Improving service quality of call center using DMAIC method and service blueprint. Journal of Management and Business, 15, 1, 35-47 https://doi.org/10.24123/jmb.v15i1.38
  • Aksin, Z., Armony, M. and Mehrotra, V., 2007. The modern call center: A multi‐disciplinary perspective on operations management research. Production and operations management, 16, 6, 665-688 https://doi.org/10.1111/j.1937-5956.2007.tb00288.x
  • Arcidiacono, G. and Nuzzi, S., 2017. A review of the fundamentals on process capability, process performance, and process sigma, and an introduction to process sigma split. International Journal of Applied Engineering Research, 12, 14, 4556-4570.
  • Arpasat, P., Porouhan, P. and Premchaiswadi, W. (2015). Improvement of call center customer service in a thai bank using disco fuzzy mining algorithm. 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015), Bangkok, Thailand, 90-96 https://doi.org/10.1109/ICTKE.2015.7368477
  • Costa, A. R., Barbosa, C., Santos, G. and Alves, M. R., 2019. Six sigma: Main metrics and r based software for training purposes and practical industrial quality control. Quality Innovation Prosperity, 23, 2, 83-100 https://doi.org/10.12776/qip.v23i2.1278
  • Derleme, Ç., 2005. Laboratuvar Tıbbında Altı-Sigma Kalite Yönetimi. Türk Biyokimya Dergisi [Turkish Journal of Biochemistry-Turk J Biochem], 30, 4, 272-278.
  • Deste, M. and Berber, G., 2018. A Literature Review On Process Improvement Applications. Uluslararası Ekonomi İşletme ve Politika Dergisi, 2, 2, 213-230 https://doi.org/10.29216/ueip.462265
  • Dobránsky, J., Pollák, M. and Doboš, Z., 2019. Assessment of Production Process Capability in the Serial Production of Components for the Automotive Industry. Management Systems in Production Engineering, 27, 4, 255-258 https://doi.org/10.1515/mspe-2019-0040
  • Gauri, S. K. and Pal, S., 2020. A note on the generalized indices of process capability. International Journal of Research in Industrial Engineering, 9, 3, 286-303 https://doi.org/10.22105/riej.2020.237520.1137
  • Gökşen, Y. and Kılıç, S., 2011. Yönetici etkinliğinin sağlanması sürecinde karar destek uygulaması. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 13, 1, 81-95.
  • Hsieh, K.-L. and Tong, L.-I., 2005. Incorporating process capability index and quality loss function into analyzing the process capability for qualitative data. The International Journal of Advanced Manufacturing Technology, 27, 11-12, 1217-1222 https://doi.org/10.1007/s00170-004-2314-1
  • Kane, V. E., 1986. Process capability indices. Journal of Quality Technology, 18, 1, 41-52 https://doi.org/10.1080/00224065.1986.11978984
  • Maravelakis, P. E., 2016. Process capability indices for data following the Poisson or binomial distribution. Quality Technology & Quantitative Management, 13, 2, 197-206 https://doi.org/10.1080/16843703.2016.1169688
  • Mehrbod, N., Cabral, I., Requeijo, J. and Grilo, A., 2021. Forecasting and controlling key performance indicators in call centers. Preprint Version-1, Research Square, 1-29 https://doi.org/10.21203/rs.3.rs-685949/v1
  • Öztürk, H., Murat, N. and Elevli, S., 2019. Quality Control Charts For Monitoring Performance of Hospital Call Center. Sigma, 37, 4, 1397-1410.
  • Pal, S. and Gauri, S. K., 2020. Measuring capability of a binomial process. International Journal of Engineering, Science and Technology, 12, 1, 25-37 https://doi.org/10.4314/ijest.v12i1.3
  • Rodriguez, R. N., 1992. Recent developments in process capability analysis. Journal of Quality Technology, 24, 4, 176-187 https://doi.org/10.1080/00224065.1992.11979399
  • Runje, B., Kondić, Ž., Horvatić Novak, A. and Keran, Z., 2019. Estimation of process capability based on continuous and attribute data. Tehnički glasnik, 13, 2, 162-164 https://doi.org/10.31803/tg-20190514132701
  • Sawyerr, O. O., Srinivas, S. and Wang, S., 2009. Call center employee personality factors and service performance. Journal of Services Marketing, 23, 5, 301-317 https://doi.org/10.1108/08876040910973413
  • Short, M., 2023. On binomial quantile and proportion bounds: With applications in engineering and informatics. Communications in Statistics-Theory and Methods, 52, 12, 4183-4199 https://doi.org/10.1080/03610926.2021.1986540
  • Shu-guang, H., Li, L. and Er-shi, Q. (2007). Study on the continuous quality improvement of telecommunication call centers based on data mining. 2007 International Conference on Service Systems and Service Management, Chengdu, China, 1-5 https://doi.org/10.1109/ICSSSM.2007.4280171
  • Sucu, Ş. (2009). Six Sigma Approach and an Application in Automotive Industry, Yüksek Lisans, Sakarya University, 130.
  • Sunder M, V., 2016. Rejects reduction in a retail bank using Lean Six Sigma. Production Planning & Control, 27, 14, 1131-1142 https://doi.org/10.1080/09537287.2016.1187312
  • Sunder M, V. and Kunnath, N. R., 2020. Six Sigma to reduce claims processing errors in a healthcare payer firm. Production Planning & Control, 31, 6, 496-511 https://doi.org/10.1080/09537287.2019.1652857
  • Vassilakis, E. and Besseris, G., 2010. The use of SPC tools for a preliminary assessment of an aero engines' maintenance process and prioritisation of aero engines' faults. Journal of Quality in Maintenance Engineering, 16, 1, 5-22 https://doi.org/10.1108/13552511011030291
  • https://support.minitab.com/en-us/minitab/18/help-and-how-to/quality-and-process-improvement/capability-analysis/supporting-topics/capability-metrics/what-are-dpu-dpo-and-dpmo/, (08.02.2022)
  • https://support.minitab.com/en-us/minitab/20/help-and-how-to/quality-and-process-improvement/capability-analysis/how-to/capability-analysis/binomial-capability-analysis/interpret-the-results/key-results/, (01.09.2023)
There are 28 citations in total.

Details

Primary Language Turkish
Subjects Engineering
Journal Section Articles
Authors

Müberra Terzi Kumandaş 0000-0002-3939-4268

Sermin Elevli 0000-0002-7712-5536

Early Pub Date December 22, 2023
Publication Date December 28, 2023
Submission Date September 12, 2022
Published in Issue Year 2023 Volume: 23 Issue: 6

Cite

APA Terzi Kumandaş, M., & Elevli, S. (2023). Niteliksel Ölçüler İçin Süreç Yeterlilik Analizi: Çağrı Merkezi Örneği. Afyon Kocatepe Üniversitesi Fen Ve Mühendislik Bilimleri Dergisi, 23(6), 1402-1411. https://doi.org/10.35414/akufemubid.1174083
AMA Terzi Kumandaş M, Elevli S. Niteliksel Ölçüler İçin Süreç Yeterlilik Analizi: Çağrı Merkezi Örneği. Afyon Kocatepe Üniversitesi Fen Ve Mühendislik Bilimleri Dergisi. December 2023;23(6):1402-1411. doi:10.35414/akufemubid.1174083
Chicago Terzi Kumandaş, Müberra, and Sermin Elevli. “Niteliksel Ölçüler İçin Süreç Yeterlilik Analizi: Çağrı Merkezi Örneği”. Afyon Kocatepe Üniversitesi Fen Ve Mühendislik Bilimleri Dergisi 23, no. 6 (December 2023): 1402-11. https://doi.org/10.35414/akufemubid.1174083.
EndNote Terzi Kumandaş M, Elevli S (December 1, 2023) Niteliksel Ölçüler İçin Süreç Yeterlilik Analizi: Çağrı Merkezi Örneği. Afyon Kocatepe Üniversitesi Fen Ve Mühendislik Bilimleri Dergisi 23 6 1402–1411.
IEEE M. Terzi Kumandaş and S. Elevli, “Niteliksel Ölçüler İçin Süreç Yeterlilik Analizi: Çağrı Merkezi Örneği”, Afyon Kocatepe Üniversitesi Fen Ve Mühendislik Bilimleri Dergisi, vol. 23, no. 6, pp. 1402–1411, 2023, doi: 10.35414/akufemubid.1174083.
ISNAD Terzi Kumandaş, Müberra - Elevli, Sermin. “Niteliksel Ölçüler İçin Süreç Yeterlilik Analizi: Çağrı Merkezi Örneği”. Afyon Kocatepe Üniversitesi Fen Ve Mühendislik Bilimleri Dergisi 23/6 (December 2023), 1402-1411. https://doi.org/10.35414/akufemubid.1174083.
JAMA Terzi Kumandaş M, Elevli S. Niteliksel Ölçüler İçin Süreç Yeterlilik Analizi: Çağrı Merkezi Örneği. Afyon Kocatepe Üniversitesi Fen Ve Mühendislik Bilimleri Dergisi. 2023;23:1402–1411.
MLA Terzi Kumandaş, Müberra and Sermin Elevli. “Niteliksel Ölçüler İçin Süreç Yeterlilik Analizi: Çağrı Merkezi Örneği”. Afyon Kocatepe Üniversitesi Fen Ve Mühendislik Bilimleri Dergisi, vol. 23, no. 6, 2023, pp. 1402-11, doi:10.35414/akufemubid.1174083.
Vancouver Terzi Kumandaş M, Elevli S. Niteliksel Ölçüler İçin Süreç Yeterlilik Analizi: Çağrı Merkezi Örneği. Afyon Kocatepe Üniversitesi Fen Ve Mühendislik Bilimleri Dergisi. 2023;23(6):1402-11.
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