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Service Process Estimation and Improvement on Verbal Characteristics
Leonid Kamalov, Alexander Pokhilko, Ivan Gorbachev, Evgeny Kamalov
183 - 189
10.3233/978-1-61499-302-5-183
20th ISPE International Conference on Concurrent Engineering
Abstract

Paper considers problems of service process improvement. Process characteristics, expressed by the means of verbal expressions, are the key features that lead to consumer satisfaction. A mathematical model of verbal estimation and a method of service process improvement are proposed. Verbal estimation based on fuzzy logic described. Paper provides software simulation of a process verbal analysis and improvement. General results and the application in health service described.

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