Statistical process control: Application in a call center

Quality is a complex term defined by different authors in different ways to demonstrate the importance of production and service sectors. Since the concept of quality attracted the attention of a large number of authors, a large number of studies have been carried out on this subject. This study is based on the statistical aspect of quality. In the search for continuous improvement, statistical quality control uses two basic practical methods. One of them is acceptance sampling and the other is Statistical Process Control. Statistical Process Control (IPC) is a set of powerful problem-solving tools to ensure process stability and to increase processing capacity by reducing variability. IPC is one of the most important methods in the field of quality control. IPC is known as a classical method in production sectors to reduce variability in production and to ensure continuous development. However, it can also be used in the service sector. This study was also conducted in the service sector to show how the IPC could be used to improve the processing time in a call center. For this purpose, a quantitative method was used. Data on the duration of the call were collected in Gabon. Histogram, quality control schemes and fishbone diagrams were used for the analysis of the collected data. The results showed that the average of the process is under control but its variability is not under control. Among the special reasons contributing to this situation are the lack of training and invalidity, the inability to follow the procedures in full, and technological shortcomings.