Abstract
The dynamics of service staff in advertences in the filling stations network of one of the largest Russian oil company was investigated. Errors of personnel were revealed from mystery shopping questionnaires and it was proved that the distribution of mistakes can be described by refusing theory. Zipf-Mandelbrot’s model of the statistical structure of languages and, likewise, Gompertz- Makeham’s law of human mortality, are not allowed for approximation. Customer loyalty can be effectively predicted by methods of fast integer linear programming. Relevance factors allow one to authentically judge which components of social behaviour of the personnel have the greatest influence on the benevolence of clients to a company. The personnel are given concrete technologies of training design, statistical methods of detection of incorrect questions and algorithms of estimation of mystery consumer attainment. It is proposed to amend the recommendations of statistical methods to supplement the standard “quality management System” ISO 9001:2008 in the parts concerning with such subjects as personnel, education, training and the modeling of service quality.
Highlights
Applying standards of management quality to operation [1] [2] and the invitation of the “Mystery customer” [3] [4] have become an established practice in modern business. The interaction of these two formats in practice is not unified and does not lead to building customer loyalty models and algorithms of training design orientated on both personnel and buyer’s needs
In the analysis of N = 903 observations, we have F = 166 times when operators made incorrect responses to prohibited acts. This item examines the vigilance of personnel in situations when the client contravenes the safety regulations
Dynamics of personnel inadvertences identified by mystery customer forms are not described by Zipf-Mandelbrot’s distribution of words in speech nor by Gompertz-Makeham’s law of mortality
Summary
Applying standards of management quality to operation [1] [2] and the invitation of the “Mystery customer” [3] [4] have become an established practice in modern business. The interaction of these two formats in practice is not unified and does not lead to building customer loyalty models and algorithms of training design orientated on both personnel and buyer’s needs. The application of statistical methods was an actual breakthrough in the development of quality control systems [5] [6]. How to cite this paper: Aminev, E.G. and Wang, Q. (2014) System Analysis of Mystery Shopping Data: ISO 9001 for Control of Service Quality.
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