Statistical Analysis and Evaluation of Claims Using Control Charts in Certification Bodies

Abstract

The article discusses the basic principles of using control charts in relation to the process of analyzing claims from consumers, namely the types of control charts, their main characteristics, and issues of their practical application. The scientific novelty of the conducted research lies in identifying the main aspects of the use of the control chart methodology in the assessment and analysis of claims received from consumers by the certification body. The purpose of the study is to assess the causes of variability affecting the number of claims received from consumers by the certification body. To achieve this goal, the following tasks were solved: types of control charts were selected, taking into account the specifics of the collected statistical information on types of claims and types of services; the basic principles of using control charts to the claims analysis process have been adapted; control charts were constructed and an analysis of the causes of variability was carried out using the example of a certification body. Based on the conducted research, claims were identified whose occurrence is influenced by special reasons; for the remaining reasons, it was established that their variability is due to ordinary reasons. To determine the most significant factors influencing the special causes of claims, it is recommended to apply the Ishikawa diagram, and then develop measures aimed at reducing the influence of these factors. The data and recommendations obtained by the author as a result of the study can be used by various enterprises and organizations to analyze claims within the framework of the quality management system. The proposed approach will make it possible to make informed management decisions and increase customer satisfaction.