Mini Dissertation Project

21EPGP134 - Rohit Kaushal

Topic

How big data analytics result in effective process design

Problem Statement
The objective of this project is to improve the complaints handling process in
a service industry through identification of variables that influence the
process and propose improvements to increase the efficacy of handling
complaints.
 A complaint is a negative statement made by
a customer or partner who is unhappy with
the goods, services, or actions of an
organisation.

Action made by a person who is unhappy that

Introduction
entails saying anything unfavourable or
unacceptable about a good or service.

The method and process through which

businesses consistently address consumer
issues is known as complaint management.
Complaints Management : An
Additional Insight This phenomena is important since
complaints are never treated favourably by
businesses and they constantly discourage
recording complaints, which increases
customer misery and unhappiness.
 - Gain an in-depth understanding
of Six Sigma and lean tools.
- Academic Literature review on

Literature Review
Complaints management system.
- Whitepapers on six sigma
methodologies used in service
industry to improve complaints
handling system.
- Data Collection from the
organization
Research Questions
1. What are the fundamental causes that impact the complaints handling
process?
2. How does big data help to improve the complaints handling process through
six sigma methodology?

Research Methodology
1. Quantitative research
a. Descriptive: Gather, analyze, and present collected data
b. Correlational research
c. Explanatory research: what, how, and why