Authors: Joanne M. Sulek
Addresses: School of Business and Economics, North Carolina A&T State University, Greensboro, NC 27411, USA
Abstract: 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.
Keywords: multistage processes; multivariate control charts; process capability; process flow; quality control implementation; service quality; statistical process control; SPC; statistical quality control; SQC; services.
International Journal of Services Technology and Management, 2004 Vol.5 No.5/6, pp.522 - 531
Available online: 13 Feb 2005 *Full-text access for editors Access for subscribers Purchase this article Comment on this article