SQC_Bank Waiting Time_Report.pdf

This project applies Statistical Quality Control (SQC) and Six Sigma tools to analyze and improve customer waiting time in a bank service queue system.

Project Overview

The study focused on evaluating customer waiting time as a critical service quality parameter in banking operations. Using structured data analysis and quality control techniques, the project assessed process stability, variability, and capability in meeting defined service standards.

A dataset of customer waiting times was analyzed using Power BI and statistical tools to identify root causes of delays and evaluate overall process performance.

Tools & Techniques Applied

✔ Check Sheet for structured data collection

✔ Pareto Analysis to identify major delay contributors

✔ Cause-and-Effect (Fishbone) Diagram for root cause analysis

✔ Histogram for distribution and variability assessment

✔ X̄–R Control Charts to monitor process stability

✔ Process Capability Analysis (Cp & Cpk) to evaluate performance against specification limits

✔ Quality Control & Quality Assurance frameworks

✔ ISO 9001 quality perspective

Key Findings

• The waiting time process was statistically stable (control charts showed no out-of-control points).
• However, Process Capability (Cp = 0.58, Cpk = 0.40) indicated that the process was not capable of consistently meeting customer-defined service limits.
• Long queues were identified as the primary contributor to excessive waiting time.