Enhanced distribution-free Cucconi schemes based on runs : an application to the surveillance of daily average customer service time

dc.contributor.authorChong, Zhi Lin
dc.contributor.authorTeoh, Wei Lin
dc.contributor.authorYeong, Wai Chung
dc.contributor.authorMalela-Majika, Jean-Claude
dc.contributor.authorKhoo, Michael B.C.
dc.date.accessioned2024-11-21T06:44:41Z
dc.date.issued2024-11
dc.descriptionDATA AVAILABILITY : Data will be made available on request.en_US
dc.description.abstractThe measurement of daily average customer service times in a service centre holds paramount importance as it serves as a key metric for assessing service performance and quality. It is essential to ensure that the average service time (AST) aligns with predetermined quality standards. Hence, regular monitoring of service times is vital to uphold and enhance service quality. This study proposes two enhanced distribution-free Cucconi schemes integrated with runs rules (RR), i.e., the 2-of-3 (2/3) RR Cucconi and the synthetic Cucconi schemes. The practical utility of these proposed schemes is illustrated through an application in the surveillance of the daily average customer service time at an Australian service centre. The inherent nonparametric feature of these schemes renders them versatile in a wide range of applications, regardless of the underlying process distribution. In addition, these newly devised schemes possess the capability to surveil both process location and scale parameters simultaneously. Through comprehensive Monte-Carlo simulations, we demonstrate the superior performance of the 2/3 RR Cucconi scheme against four existing schemes, namely the Shewhart-Lepage, 2/3 RR Lepage, synthetic Lepage, and Shewhart-Cucconi schemes. Therefore, the 2/3 RR Cucconi scheme is recommended over all competing schemes considered in this paper due to its excellent performance and ease of use.en_US
dc.description.departmentStatisticsen_US
dc.description.embargo2026-09-27
dc.description.librarianhj2024en_US
dc.description.sdgNoneen_US
dc.description.sponsorshipThe Universiti Tunku Abdul Rahman Research Fund (UTARRF).en_US
dc.description.urihttp://www.elsevier.com/ locate/caieen_US
dc.identifier.citationLin Chong, Z., Lin Teoh, W., Chung Yeong, W. et al. 2024, 'Enhanced distribution-free Cucconi schemes based on runs: an application to the surveillance of daily average customer service time', Computers and Industrial Engineering, vol. 197, art. 110547, pp. 1-18, doi : 10.1016/j.cie.2024.110547.en_US
dc.identifier.issn0360-8352 (print)
dc.identifier.issn1872-0550 (online)
dc.identifier.other10.1016/j.cie.2024.110547
dc.identifier.urihttp://hdl.handle.net/2263/99216
dc.language.isoenen_US
dc.publisherElsevieren_US
dc.rights© 2024 Elsevier.All rights are reserved, including those for text and data mining, AI training, and similar technologies. Notice : this is the author’s version of a work that was accepted for publication in Computers and Industrial Engineering. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. A definitive version was subsequently published in Computers and Industrial Engineering, vol. 197, art. 110547, pp. 1-18, doi : 10.1016/j.cie.2024.110547.en_US
dc.subjectAverage service time (AST)en_US
dc.subjectControl schemeen_US
dc.subjectMedian run lengthen_US
dc.subjectMonte-Carlo simulationsen_US
dc.subjectRuns rulesen_US
dc.subjectShewhart-Cucconien_US
dc.titleEnhanced distribution-free Cucconi schemes based on runs : an application to the surveillance of daily average customer service timeen_US
dc.typePostprint Articleen_US

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