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Case Study
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Six Sigma Optimization of Mystery Shopping: A Hypothetical Case Study on the Nigerian Banking Industry

Publication:
ASQ.ORG
Date:
September 2014
Pages:
pp. 1-4
Author(s):
Shakir, Tewogbade

Abstract

Mystery shopping (MS) can be a very valuable exercise for studying and evaluating service delivery performance within the banking industry. Using Six Sigma tools and hypothetical data, this case study tests the approach and results to gauge poor service from excellent service delivery. The MS approach is highly applicable as a balanced scorecard parameter to measure delivery within service centers.

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