Bill Casey had a suspicion the sporting goods chain he managed was losing sales because of inconsistent customer service. To quantify customer engagement issues, Casey decided to work with a start-up that analyzed interactions between customers and employees based on security video footage. While Casey realized that statistical process control is used in manufacturing and engineering to identify variation in a process, he wondered if the method would work for a retail business. In this case students learn how statistical process control studies are built and applied, and consider Casey's analysis to determine how his business might improve its customer engagement, as well as the risks in implementing the methodology.

【書誌情報】

ページ数：8ページ

サイズ：A4

商品番号：HBSP-CU224

発行日：2011/10/19

登録日：2019/3/7