서비스 품질 관리를 위한 SPC의 적용

Abstract

As the value and relative importance of service industry boosts in modern society, to strengthen competitiveness companies starts to recognize the quality of service as a key component in their business operations. Furthermore, companies that apply the quality of services as their competitive method are concentrating more on the area of quality control. Nevertheless, the previous reseraches related to this area were more focused on the aspect of measure rather than the control. In this papaer, each fractionated customer group in consideration of its characteristics is made in use of estimating the quality of service using the conjoint analysis. The principal variable selective method which a small number of variables is used to control a large number of variables is applied Hotelling's T square control chart is applied to administer many relative variables of the quality of service because it is a Multi-item. If abnormal indications appear by adding new data, the method to find and improve variables using MYT decomposition is suggested to apply.