Category Archives: Statistical Thinking

Observations Based on the Customer-Complaint-Process Example

The previous blog post describes an application of Statistical Thinking to increase customer satisfaction by examining the processes starting with the raw material supplier and ending with the customer use of the product.   This example illustrates important features of Statistical Thinking described by Britz, Emerling et al (2000). Continue reading Observations Based on the Customer-Complaint-Process Example

Customer-Complaint-Process Example

Britz, Emerling et al (2000, p52) describe an application of Statistical Thinking that illustrates the following: the first principle, “All work consists of interconnected processes”, two types of variation, and shows the application of statistical methods to improve quality.  Continue reading Customer-Complaint-Process Example