| 摘要 |
For every business interaction with customers consists of cases and each case consists of sequence of events: First_Contact_Customer, . . . intermediate events, . . . Case_Closed. The most important characteristics are frequencies of transitions between events and mean time between events (MTBE, TBE) for each type of cases. Type of cases could be type of customer, group of products, branch of enterprise, geographical area, etc. Existed methods of visualization (the most popular of them are MS Excel pivot charts) could not visualize two characteristics (Frequency and MTBE) simultaneously to locate business problems. Our method combines standard SPC run chart for time series representation with three new types of charts for cross-sectional representation:“matrix bar chart”for portraying types of cases,“flower bed chart”for displaying Frequencies and MTBE. and“Tower Chart”that can be element of“Flower Bed Chart”and“Matrix Bar Chart”when we need detailed visualization of distribution of TBE. This new method is applicable for any customer service—help desks, stores, doctor offices, banks and gives the user ability to identify immediately the most business important factors
|
