The analysis of the process of complaints' consideration using statistical methods of control

[摘要] The paper considers the task of reducing the time for processing claims using statistical methods for monitoring and analyzing data. The main significant factors of occurrence of inconsistencies are identified. Descriptive statistics were used to obtain primary information. Control charts of individual values were constructed and analyzed on the basis of the Pareto methodology. A statistically significant difference between groups of data was determined on the basis of analysis of variance and comparison of graphs. Based on the results of the analysis, the stage of the claims processing process was identified, which had the longest duration. Developed system solutions that reduce the length of the claims process.

[发布机构] National Research Tomsk Polytechnic University, Tomsk, Russia^1

[学科分类] 计算机科学（综合）

[关键词] Descriptive statistics;Statistically significant difference;System solution