Niteliksel Ölçüler İçin Süreç Yeterlilik Analizi: Çağrı Merkezi Örneği

Year 2023, , 1402 - 1411, 28.12.2023

Müberra Terzi Kumandaş , Sermin Elevli

https://doi.org/10.35414/akufemubid.1174083

Abstract

Üretilen ürün veya sunulan hizmetle ilgili kalite parametrelerinin önceden tahmin edilebilir ve kararlı bir
yapıda olup olmadığını belirlemek üzere kontrol grafiklerinden yararlanılırken, tüketicilerin
beklentilerini yansıtan spesifikasyonları karşılama düzeyini tespit etmek üzere süreç yeterlilik
analizinden yararlanılmaktadır. “Uygun” ya da “Uygunsuz” gibi nitelemelerle ifade edilen nitel ölçümler
için yapılan süreç yeterlilik analizi (SYA) çalışmalarının, sürekli rassal değişken olarak modellenen nicel
ölçümler için yapılan çalışmalara kıyasla oldukça sınırlı düzeyde kaldığı görülmektedir. Oysaki çoğu
üretim veya hizmet sürecinden, kaliteyle ilgili olumsuz gözlemlerin sayısına dayanan nitel ölçümler elde
edilmektedir. Bu çalışmada bir özel hastanenin çağrı merkezinde kaçan (cevaplanmayan) çağrılara
yönelik SYA yapılmıştır. Verilerin “kaçan” ve “cevaplanan” çağrı şeklinde iki kategoriden oluşan nitel
ölçümlere dayanması nedeniyle Binom SYA’nden yararlanılmıştır. Dönemsel bazlı sigma seviyeleri
üzerinden yapılan değerlendirme çağrı merkezi sürecinin yetersiz olduğunu göstermiştir. Son olarak
ağaç diyagramı kullanılarak, sürecin iyileştirilmesine yönelik öneriler geliştirilmiştir.

Keywords

Çağrı Merkezi, Binom Yeterlilik Analizi, Süreç Yeterlilik Analizi

Process Capability Analysis for Qualitative Measures: Call Center Example

Abstract

Control graphs are used to determine whether the quality parameters related to the product or the service provided are predictable and stable, while process capability analysis is used to determine the level of meeting the specifications that reflect the expectations of the consumers. Process capability analysis (PCA) studies for qualitative measurements such as “Appropriate” or “Inappropriate” seem to be at a very limited level compared to studies for quantitative measurements modelled as continuous random variables. However, in most production or service processes, qualitative measures are obtained based on the number of negative observations of quality. In this study, PCA has been made for abandoned (unanswered) calls in a call center of a private hospital. Binomial process capability analysis was used since the data is based on qualitative measurements consisting of two categories: “abandoned” and “answered” calls. Binomial PCA evaluated over the periodical-based sigma levels showed that the call center process was not capable. Finally, suggestions for improving the process were developed using a tree diagram.

Keywords

Call center, Binomial capability analysis, Process capability analysis, Tree diagram

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