DocumentCode
2421188
Title
The Application of Six Sigma Method in F Bank
Author
Tang, Wenting ; Pei, Xiaobing
Author_Institution
Dept. of Ind. Eng., Tianjin Univ. of Technol., Tianjin, China
fYear
2010
fDate
7-9 May 2010
Firstpage
2824
Lastpage
2827
Abstract
The aim of this passage is to analyze the factors that influence the customer satisfaction by combining with the method of Six Sigma and to give out advices on improving. The analysis of the paper is based on the phenomena that customer waiting time is too long and customer is unsatisfied with the counter service, the phenomena often image in the courses of daily operations in the bank. In the phase of improvement, we use the idea of queuing system to analyze the Issue and make a queuing system optimization program.
Keywords
banking; customer satisfaction; queueing theory; six sigma (quality); F bank; customer satisfaction; queuing system optimization program; six sigma method; Analytical models; Customer satisfaction; Customer service; Phase measurement; Queueing analysis; Radiation detectors; Six sigma; Improvement; Queuing System; SIPOC Analysis; Six Sigma;
fLanguage
English
Publisher
ieee
Conference_Titel
E-Business and E-Government (ICEE), 2010 International Conference on
Conference_Location
Guangzhou
Print_ISBN
978-0-7695-3997-3
Type
conf
DOI
10.1109/ICEE.2010.713
Filename
5591905
Link To Document