Title: A control chart procedure for monitoring university student grading

Authors: Howard P. Edwards, Kondaswamy Govindaraju, Chin Diew Lai

Addresses: 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

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.

Keywords: service quality; grading; control charts; markov chain; multinomial distribution; university students.

DOI: 10.1504/IJSTM.2007.013924

International Journal of Services Technology and Management, 2007 Vol.8 No.4/5, pp.344 - 354

Published online: 04 Jun 2007 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article