Title: Prediction model for telecom postpaid customer churn using Six-Sigma methodology

Authors: Manish Bhargava; Awadhesh Bhardwaj; A.P.S. Rathore

Addresses: Department of Mechanical Engineering, Maharishi Arvind Institute of Engineering and Technology, Sector-7, Madhyam Marg, Mansarovar, Jaipur, Rajasthan, 302020, India ' Department of Mechanical Engineering, Malviya National Institute of Technology, Jaipur, Rajasthan, 302015, India ' Department of Mechanical Engineering, Malviya National Institute of Technology, Jaipur, Rajasthan, 302015, India

Abstract: This paper elaborates the utilisation of Six-Sigma methodology in telecommunication sector. Every telecom industry is in the race of making the quantity of the customers before concentrating on the various issues related with the existing customer's results, the existing customers churn from the service provider. It is like a container having hole at the bottom. To identify the churn, a prediction model is developed using design for Six-Sigma which tells about the customers those are showing the symptoms to go out the network. For prediction, the model binary logistic regression analysis is used. The model is validated, and the accuracy of the model is analysed.

Keywords: churn; logistic regression; prediction; voice of customers; VOCs; Six-Sigma.

DOI: 10.1504/IJMTM.2017.088448

International Journal of Manufacturing Technology and Management, 2017 Vol.31 No.5, pp.387 - 401

Received: 17 Jan 2015
Accepted: 18 Jul 2015
Published online: 11 Dec 2017 *

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