• System Analysis of Mystery Shopping Data: ISO 9001 for control of service quality   [MASS 2014]
  • Author(s)
  • Evarist Aminev
  • The dynamics of service staff inadvertences in the 14 MASS 2014 Conference Guide filling stations network of one of the largest Russian oil company was investigated. Errors of personnel were revealed from mystery shopping questionnaires and it was proved that the distribution of mistakes can be described by refusing theory. Zipf-Mandelbrot's model of the statistical structure of languages and, likewise, Gompertz-Makeham's law of human mortality, are not allowed for approximation. Customer loyalty can be effectively predicted by methods of fast integer linear programming. Relevance factors allow one to authentically judge which components of social behaviour of the personnel have the greatest influence on the benevolence of clients to a company. The personnel are given concrete technologies of training design, statistical methods of detection of incorrect questions and algorithms of estimation of mystery consumer attainment. It is proposed to amend the recommendations of statistical methods to supplement the standard "quality management System" ISO 9001:2008 in the parts concerning with such subjects as personnel, education, training and the modeling of service quality.
  • System Analysis, Mystery Shopping Data, ISO 9001, service quality
  • References

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