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Application of DMAIC on Service Improvement of Bank Counter

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2 Author(s)
Wang Zhiying ; SEM, Tsinghua Univ., Beijing ; Sun Jing

In this paper, DMAIC (define-measure-analyze-improve-control), the implementation steps for Six Sigma projects are followed to analyze and improve the service quality of bank counter. SIPOC (suppliers - inputs process - outputs - customers) analysis and customer requirements tree are applied to define the process of bank counter service and customer requirement characters. Based on 2-month work of data collection and survey current process performance is measured and the goal of the project is given. Rules of arrival rate and customer waiting time are found through multiple statistical methods, such as one-way ANOVA and k-related samples nonparametric tests. Functions are built according to regression analysis and the cause of waste in the process is identified. Finally suggestions are made to improve the service quality of bank counter

Published in:

Service Systems and Service Management, 2006 International Conference on  (Volume:1 )

Date of Conference:

Oct. 2006