THE USE OF CONTROL CHARTS IN THE SERVICE SECTOR: A CASE STUDY IN THE URBAN PUBLIC TRANSPORT SECTOR

Abstract

Contrary to the production sector, the use of statistical quality control charts is quite limited in the service sector. In this study, it was investigated how and for what purpose different quality control charts can be used in the urban public transportation sector, which is one of the most important service sectors affecting the quality of life in a city. In this regard, Shewhart, EWMA and CUSUM control charts have been used to monitor the variables of the number of passengers on the bus in 715 trips of 55 days and the total number of boardings for 55 days on a sample bus route. The results show that Shewhart charts for tactical planning, EWMA and CUSUM charts for operational planning can be useful for quality monitoring and improvement in urban public transportation sector.

Keywords

• Statistical Quality Control
• Urban Public Transport
• Service Quality
• Smart Card Boarding Data

HİZMET SEKTÖRÜNDE KONTROL KARTLARI KULLANIMI: KENT İÇİ TOPLU TAŞIMA SEKTÖRÜNDE BİR UYGULAMA

Abstract

Üretim sektörünün aksine istatistiksel kalite kontrol kartlarının hizmet sektöründe kullanımı oldukça sınırlıdır. Bu çalışmada, bir kentteki yaşam kalitesini etkileyen en önemli hizmet sektörlerinden olan kent içi toplu taşıma sektöründe farklı kalite kontrol kartlarının nasıl ve ne amaçla kullanılabileceği araştırılmıştır. Bu doğrultuda, örnek bir otobüs hattında 55 güne ait 715 seferdeki otobüs içi yolcu sayısı değişkeni ile 55 güne ait toplam biniş sayısı değişkenlerinin izlenmesinde Shewhart, EWMA ve CUSUM kontrol kartları kullanılmıştır. Elde edilen sonuçlar, kent içi toplu taşıma sektöründe taktiksel planlamalar için Shewhart, operasyonel planlamalar için ise EWMA ve CUSUM kartlarının, kalite izleme ve iyileştirme amaçlı çalışmalarda faydalı olabileceğini göstermektedir.

Keywords

• : İstatistiksel Kontrol Kartları
• Kent İçi Toplu Taşıma
• Hizmet Kalitesi
• Akıllı Kart Biniş Verisi

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