Measuring service performance in an appropriate way has received widespread attention due to the vital role customer service plays in gaining competitive advantages. Since service performance directly correlates with customer satisfaction, measuring service performance that attempts to assess...

Process capability indices have been used in the manufacturing industry to provide quantitative measures on process potential and performance. The formulae for these indices are easy to understand and straightforward to apply. But, since sample data must be collected in order to calculate these...

The electronics industry has heavily prioritized enhancing the quality, lifetime and conforming rate (conforming to specifications) of electronic components. Various methods have been developed for assessing quality performance. In practice, process capability indices (PCIs) are used as a means...

Recent years have seen mounting interest in measuring process performance in the manufacturing industry. Analysis of process capability indices allows a production department to trace and improve a poor process to enhance quality and satisfy customers. Process capability analysis can also serve...

Purpose – Aims to assess the effect of European Union performance directives related to CE marking on the machinery industry of Taiwan. Design/methodology/approach – This paper adopts a questionnaire to collect information. By means of a statistical scheme, performance indices of importance...

Purpose – A health examination is one of important events for freshmen when they enter a university. Consequently, the quality and time required for the examination are components in any index measuring the service performance of a university. However, performance measure for the health...

For non‐normal Pearsonian processes, Clements proposed a method for calculating estimators of the two basic process capability indices C p and C pk . Pearn and Kotz applied Clements’ method to obtain estimators for the other two more advanced process capability indices C pm and C pmk . Their...