Socio-economic design of control charts for monitoring service processes: a case study of a restaurant system. Issue 6 (2nd November 2019)

• Record Type: Journal Article
• Authors: Ebadi, Mohsen; Ahmadi-Javid, Amir
• Is Part Of: Quality technology & quantitative management. Volume 16:Issue 6(2019)
• Page Start: 726
• Page End: 735
• Publication Date: 2019-11-02
• Subjects: Statistical process control -- Quality control charts -- Queuing models -- Simulation–optimization method -- Socio-economic design; Quality control -- Periodicals; Quality control -- Statistical methods -- Periodicals; Industrial management -- Periodicals; Industrial management; Management -- Research -- Methodology -- Periodicals; Qualitative research -- Periodicals; Management; Quality control; Quality control -- Statistical methods; Periodicals; 658.00721
• DOI: 10.1080/16843703.2018.1519880
• Languages: English
• ISSNs: 1684-3703

Abstract

ABSTRACT: The main purpose of this paper is to design a control chart for monitoring the service processes in congested immobile single-stage service systems where customer arrivals are time dependent. It is investigated how social and economic/statistical aspects of the control chart can be addressed. As customer satisfaction is a key success factor for a service system, our proposed design method incorporates cost minimization and service quality maximization as two conflicting objective functions to constitute a bi-objective optimization model. The service quality is measured by the waiting time required to obtain a service, and a constraint is considered to guarantee the statistical performance of the control chart. Simulation-based optimization is used to obtain Pareto-optimal designs. A case study of a local restaurant is presented where the daily customers' data are used to estimate the required parameters. The results show that the proposed method is able to make a trade-off between the quality-control cost and the customer waiting time. They also indicate how the resulting design is sensitive to the misspecification of the input parameters.