Six Sigma

The European Quality Model that characterizes this edition is based on the following premise: satisfaction of customers, employees and positive impact on society can all be achieved through leadership, strategic policy, correct management of personnel, effective use of available resources, and correct definition of operations, which ultimately result in For excellence in results. This approach attempts to provide a broad perspective on the concepts of management concerned, which cover areas such as strategic management, or information systems and human resources. Hence, these standards are closely related to the major resources of the institutions and the basic capabilities that control and manage them. Approaches to improving the performance of both business and operations have developed during the last decades, starting with management by objectives and results, passing through total quality control, then total quality management, then six sigma, then the theory of constraints, then re-engineering, the methodology of exclusion of waste, then knowledge management, then electronic supply chain management, and then the integration between the six methodology Sigma and LSS and finally High Performance Organizations. These curricula, some of them focus on performance efficiency, others focus on performance effectiveness, and some focus on developing the knowledge capabilities of the organization and then developing its intellectual capital in order to achieve self-sustainable development. The book focuses on the Six Sigma methodology as a quality measure and improvement program, which was developed by Motorola, which focused on process control to the point of one sigma year or 3.4 defects per million units produced, and this includes identifying the most important factors for quality that are determined by the customer. Through this, process changes are reduced, capabilities are improved, stability is increased, and auxiliary systems are designed, which may be Design for Six Sigma (DFSS) to help achieve the Year Sigma goal.

TWEETSUMM - A Dialog Summarization Dataset for Customer Service

In a typical customer service chat scenario, customers contact a support center to ask for help or raise complaints, and human agents try to solve the issues. In most cases, at the end of the conversation, agents are asked to write a short summary emphasizing the problem and the proposed solution, usually for the benefit of other agents that may have to deal with the same customer or issue. The goal of the present article is advancing the automation of this task. We introduce the first large scale, high quality, customer care dialog summarization dataset with close to 6500 human annotated summaries. The data is based on real-world customer support dialogs and includes both extractive and abstractive summaries. We also introduce a new unsupervised, extractive summarization method specific to dialogs.

CSDS: A Fine-Grained Chinese Dataset for Customer Service Dialogue Summarization

Dialogue summarization has drawn much attention recently. Especially in the customer service domain, agents could use dialogue summaries to help boost their works by quickly knowing customer's issues and service progress. These applications require summaries to contain the perspective of a single speaker and have a clear topic flow structure, while neither are available in existing datasets. Therefore, in this paper, we introduce a novel Chinese dataset for Customer Service Dialogue Summarization (CSDS). CSDS improves the abstractive summaries in two aspects: (1) In addition to the overall summary for the whole dialogue, role-oriented summaries are also provided to acquire different speakers' viewpoints. (2) All the summaries sum up each topic separately, thus containing the topic-level structure of the dialogue. We define tasks in CSDS as generating the overall summary and different role-oriented summaries for a given dialogue. Next, we compare various summarization methods on CSDS, and experiment results show that existing methods are prone to generate redundant and incoherent summaries. Besides, the performance becomes much worse when analyzing the performance on role-oriented summaries and topic structures. We hope that this study could benchmark Chinese dialogue summarization and benefit further studies.

A Million Tweets Are Worth a Few Points: Tuning Transformers for Customer Service Tasks

In online domain-specific customer service applications, many companies struggle to deploy advanced NLP models successfully, due to the limited availability of and noise in their datasets. While prior research demonstrated the potential of migrating large open-domain pretrained models for domain-specific tasks, the appropriate (pre)training strategies have not yet been rigorously evaluated in such social media customer service settings, especially under multilingual conditions. We address this gap by collecting a multilingual social media corpus containing customer service conversations (865k tweets), comparing various pipelines of pretraining and finetuning approaches, applying them on 5 different end tasks. We show that pretraining a generic multilingual transformer model on our in-domain dataset, before finetuning on specific end tasks, consistently boosts performance, especially in non-English settings.

The Role Of Quality In Customers` Satisfaction With The Provided Banking Services (A Field Study On The Customers Of The Commercial Bank Of Syria In The Governorate Of Lattakia, Using The Gap Models)

This research has aimed to identify the level of quality of banking services provided in the branches of the bank under study, to know the relative importance of the main and subsidiary dimensions of the quality of banking service, and to study the relationship between quality and customer satisfaction. The study relied on the approach of the gap theory, to compare the actual performance of the service provided and the expected performance Of them, the research sample consisted of (314) sample from commercial bank branch clients in Lattakia Governorate. The most important results of the research were as follows: It was found that there are significant differences between the dimensions of perceived and expected quality and at the level of all the main dimensions, and these differences were in favor of the expected quality dimensions, meaning that the quality of banking service meets part of customer expectations, and according to the scale of gaps, the most satisfactory dimensions to customers are: the tangible elements, followed by security Then sympathy, as for the least customer satisfaction, which is reliability and response, and there is a significant relationship between quality and customer satisfaction.

The Role Of Direct Marketing In Improving Customer Satisfaction (Field Study At Tishreen University)

This study aimed to determine the role of direct marketing through its means (direct mail, internet, catalog, phone) in improving customer satisfaction at Tishreen University in Lattakia Governorate. The researcher followed the descriptive and analytical approach in his study, and a set of methods, including relying on secondary and primary data through a questionnaire that was completed It was designed, and it was distributed to (179) respondents, of which (175) were retrieved, and (171) questionnaires were valid for analysis, and the research community was formed from clients of Tishreen University in Lattakia Governorate. The study concluded that there is a statistically significant relationship between Tools of direct marketing (direct mail, internet, catalog, phone) and customer satisfaction. The average of the responses of the sample members for the direct mail variable was 2.41, which indicates that the university does not send its service offers to clients via direct mail, and that the university does not send its offers to current clients only, and that the university does not formulate mail messages (marketing offers) in a personal capacity, and that the rates The response is not very high due to the use of direct mail.

The Role Of The Golden Marketing Box In Improving The Financial Performance Of Commercial Banks

The study aimed to know the role of golden marketing in improving the financial performance of private commercial banks in the Syrian coast, where the study community was among those working in these banks. The study used the deductive approach as a general approach to research, descriptive approach, and the questionnaire as a tool to collect data from a soft sample, where (184) questionnaires were distributed and (155) questionnaires valid for analysis were retrieved.The study adopted the appropriate methods of analysis using the statistical package spss, which were represented in: arithmetic mean, standard deviation, percentage. Arithmetic test (t test) (for one sample). Honesty and consistency tests. The study reached results indicating that the mental image and its stabilization, customer satisfaction with the bank, and customer loyalty to the bank, affect improving the financial performance of the studied commercial banks.

Relationship between CRM Dimensions and Banking Performance (Field study on private banks in Lattakia)

Customer Retention Management (CRM) provides a strong competitive advantage for the organization to stay in the market. It helps management to track customer interactions with the organization and allows employees access to all customer,s previous information; CRM gains its importance by creating a strategic vision to achieve the organization's goals of maintaining customers and reaching loyalty through integration with marketing policies and product development To increase the sales of the organization and to make offers that attract the target customer and interact with him in a way that ensures its preservation. The aim of the study is to define the reality of the application of CRM during the crisis period )8402-8400( in the Syrian private banks in Lattakia, and study the dimensions of customer relationship management in these banks, and then study the impact of these dimensions on the performance indicators that were measured through indicators of profitability, customer complaints, strong relationships with customers, customer satisfaction and loyalty. In order to achieve this, two main hypotheses were formulated. The researcher used the questionnaire technique to collect the data analyzed using statistical tests, the most important of which were the one-sample t. test, and the Pearson Correlation test. The researcher has reached several results, the most important of which is: a good evaluation of the availability of CRM dimensions in the studied banks, and there is a positive relationship between these dimensions and performance.

The Impact of Banking Services Quality on Customer Satisfaction in the Governmental Commercial Banks in Aleppo

The objective of this study is to determine the impact of the quality of banking services on the satisfaction of customers in governmental commercial banks in Aleppo and to make the necessary recommendations in order to achieve the best performance of these banks. Descriptive statistics was used in the research. Statistical methods were used in SPSS to analyze the results of the research, and the questionnaire was used to collect data from the research community. The research community consisted of customers of governmental commercial banks in Aleppo, where 270 questionnaires were distributed to the sample and 250 valid questionnaires were retrieved for research purposes.

The impact of the design website in achieving behavioral response to customers A field study on music sites

This research aims to study the impact of the website lyrical design (site songs sm3na) in achieving behavioral response to customers. The researcher has distributed 180 questionnaires to a group of attendees of the location of the students of the Faculty of Literature at the University of Damascus, was recovered (164) questionnaire was valid for analysis which accounted for 91% of the total covered by the research.