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Title: |
A control chart procedure for monitoring university student grading |
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Author: |
Howard P. Edwards, Kondaswamy Govindaraju, Chin Diew Lai 
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Address: |
Institute of Information and Mathematical Sciences, Massey University at Albany, Auckland, New Zealand. ' Institute of Information Sciences and Technology, Massey University, Palmerston North, New Zealand. ' Institute of Information Sciences and Technology, Massey University, Palmerston North, New Zealand |
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Journal: |
International Journal of Services Technology and Management 2007 - Vol. 8, No.4/5 pp. 344 - 354 |
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Abstract: |
This paper reports a service quality application of the control chart procedure. A framework for the monitoring award of grades to students by the teaching staff in a large university is presented. The procedure signals the presence of special cause variations, if any, in the award of grades. Implementation of the grade monitoring framework saved considerable time and effort while ensuring that the reported special cause situations are justified. The mathematical derivations for the new control chart scheme are also presented. |
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Keywords: |
service quality; grading; control charts; markov chain; multinomial distribution; university students. |
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DOI: |
10.1504/IJSTM.2007.013924 |
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