ENBIS: European Network for Business and Industrial Statistics

Design of Experiments for Service Processes: Benefits, Challenges and Case Examples

21 September 2009, 14:45 – 15:05

Abstract

Submitted by

Jiju Antony

Authors

Professor Jiju Antony Dr Shirley Coleman Prof. Douglas Montgomery Dr Mark Anderson

Affiliation

University of Strathclyde

Abstract

Design of Experiments (DoE) as a powerful technique for process optimisation has been widely accepted in almost all types of manufacturing processes. Research has shown that very little advancement has taken place to apply powerful quality improvement techniques such as DoE to improve service processes. Factor levels often involve changing the way people work and so have to be handled carefully. It is even more important to get everyone working as a team. This paper explores the benefits and challenges in the application of DoE in a service industry. The viewpoints regarding the benefits and challenges of DoE in the service context are gathered from a number of leading academics and practitioners in the field. The paper also makes an attempt to demystify the fact that DoE is not just applicable to manufacturing industries rather it is equally applicable to non-manufacturing industry. The last part of the paper illustrates a case study showing the power of the technique in a service context.

View paper

Return to programme