ISI - GI

Abstract

The control chart is a simple, but a powerful tool that enables to monitor the quality of any product or service along the time. It has a fundamental roll in statistical process control allowing a reduction of the process variability and consequently the quality improvement. Initially, the application of control charts were restricted to industrial process for which were created, but today we can say that control charts could be applied to almost everything. In a Call-Center we intend to evaluate the quality of a service, being the call received by the communicator the statistical unity. Communicator’s performance can be evaluated by several variables of qualitative nature as vocabulary, available information systems, management of time, clearness and transfers, among others. In this case, we consider a defect the non verification of a certain parameter. Based on data collected from the enterprise in different periods of time, we study and we analyze, in a critical way, different attributes control charts. We try to identify the ones that better adapt to each situation, in order to detect not only a deterioration of the quality pattern but also eventual improvements. We look for evaluate which actions can be taken to improve the services, in order to reach better performance levels.