Purpose: The purpose of this paper is to develop a control chart pattern recognition methodology for monitoring the weekly customer complaints of outsourced information technology-enabled service (ITeS) processes. Design/methodology/approach: A two-step methodology is used to classify the...

Purpose: The purpose of this paper is to demonstrate the application of the control chart procedure to monitor the characteristics whose profile over time resembles a set of connected line segments. Design/methodology/approach: Fit a regression spline model by taking the subgroup average of the...

Purpose: This paper is a case study on the successful application of Six Sigma methodology in the information technology industry. The purpose of this paper is to improve the resolution time performance of an application support process. Design/methodology/approach: Through brainstorming, the...

Purpose: The purpose of this paper is to develop an integrated engineering process control (EPC)–statistical process control (SPC) methodology for simultaneously monitoring and controlling autocorrelated multiple responses, namely, brightness and viscosity of the pulp bleaching process....

Purpose – In the service sector, reduction of cycle time is one of the key issues. Lean concepts and techniques are applied to increase the speed of operations. In many cases, improvement projects need to leverage a combination of Lean and Six‐Sigma approaches and tools. The purpose of this...

Purpose – The purpose of this paper is to develop a methodology to reduce the field failures of splined shafts. The paper also demonstrates the application of Mahalanobis-Taguchi system (MTS) for identifying the optimum hardness profile to avoid failures. Design/methodology/approach –...