Track: Quality Control and Quality Management

Abstract

Statistical Process Control (SPC) is an important tool to solve problems associated in businesses or companies and the most effective way in obtaining process durability and decreasing the variability. In business system, products or service do not always meet the desired range of quality or performance with the customer specification. This occurs due to several sources of variation such as machines, operators, materials etc. The main purpose of control chart is to monitor these variations and control the process. In applying SPC methods, this study deals with the control and improvement of the quality of calls in a Contact Center company by inspecting their three consecutive months’ performance. From the inspection, the researchers developed X bar chart and Range (R) control chart from using the necessary data. Through proper investigation, the process will be identified where it is in control or not. For the process of out of control, reasons should be identified and take corrective actions