Quality Wireless (B): Call Center Performance

Quality Wireless has received customer complaints about long hold times at its call center. To address these complaints, it put into place certain process changes at its call center. After one month, the company will now decide whether improvement has taken place.To develop an understanding of process capability and how an improvement can be statistically validated. To understand the “check” phase of the plan-do-check-act cycle of Deming, using basic statistical principles.

Quality Wireless (A): Call Center Performance

Quality Wireless has received customer complaints about long hold times at its call center. To address these complaints, it put into place certain process changes at its call center. After one month, the company will now decide whether improvement has taken place.To develop an understanding of process capability and how an improvement can be statistically validated. To understand the “check” phase of the plan-do-check-act cycle of Deming, using basic statistical principles.

Study on a Rotary Self-Check Phase Unwrapping Algorithm

This article presented a rotary self-check phase unwrapping algorithm. The algorithm was mainly to process phase unwrapping for the phase main value got from Interferometer in accurately measuring object surface topography, and then accurately restored the object surface topography. The object surface topography measured by Interferometer generally tended to be smooth, the phase unwrapping was not difficult without noise interference. The algorithm processed phase unwrapping by the path of gradually rotational diffusion from the middle to the around in the wrapped phase map, at the same time the check for the error was carried out. It used the median filter technology to process the phase unwrapping error, and avoided the transmission of phase unwrapping error, had a greater inhibitory effect on the noises. This method did not identify the residuals, had small amount of operations, and Unwrapping velocity was several times faster than the fastest traditional branch blocking algorithm.

Applying User-Centered Design in the Context of the Deming Quality Cycle: The Design and Development of a Server Computer

There are many different tools and methodologies in the field of human factors for user-centered design. Similarly, other fields have tools and methodologies that enable practitioners in those fields to perform their work. Although these tools may be used most productively within their specific fields, they might contain elements that lend themselves to being applied in other domain areas. The field of quality engineering has been around for a while and has many useful tools. The similarity in the goals of the fields of human factors engineering and quality engineering suggests that there could be certain methodologies and tools in the area of quality engineering that, practitioners of human factors might find useful and applicable to the development of products and services from a user-centered perspective. This paper explores the application of user-centered design in the context of the Deming Cycle to the development of a server computer in an actual organization. It also provides examples of actual issues that were identified during the “check” phase of the Deming Cycle, and describes the actions that were performed to address these issues.