Statistical quality control in services

This paper argues that the under-utilisation of statistical quality control techniques in the service industry results from an incomplete conceptualisation of service quality. A systems framework for service process quality is proposed and used to diffuse popular arguments against the use of statistical quality control in services. The framework is also used to discuss potential misapplication of control chart techniques that may occur when charting methodologies are implemented regardless of the process flow of the service operation that is being analysed. A general approach to categorising control chart methods according to service process flow characteristics is also provided.

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