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QICID: 30293
Title: Designed Experiments in Service Quality Applications
Copyright: ASQ
Author: Johnson, Lou; Bell, Gordon
Organization: Minitab, Inc.; LucidView
Subject: Design of experiments (DOE); Factorial designs; Service quality; Customer service (CS); In-market testing; Process development;
Series: ASQ World Conference on Quality and Improvement, Minneapolis, MN, Vol. 63, No. , May 2009, pp. 1-5
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Abstract: Experimental design and advertising testing were born of the same generation, but in worlds so far apart that it’s taken a lifetime for their divergent paths to come together. The basic concept behind in-market testing and design of experiments (DOE) is the same: a scientific way to prove which variables impact performance. Yet while advertising and marketing tests held firm to the one-variable-at-a-time approach, experimental design grew into a rich field with a wide array of test designs and advanced techniques offering the freedom to test more variables more efficiently. This paper discusses bringing these two fields together to produce powerful experiments that have been designed to answer the transactional process owner’s quest to improve sales, revenue and customer satisfaction. The history of experimental design in service industries, the challenges of an ever changing market place, determining experimental run recipes, calculating an effective sample size, and interpreting the results of the data analysis are reviewed.
Number of pages: 5
Price for ASQ Members: $5.00
Price for List/Forum/Division: $10.00
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