The importance of quality and statistical quality control as strategic tools, well established in the manufacturing community, has recently been extended to the service sector. The application of statistical quality control techniques within the banking industry is discussed. Recommendations for establishing a quality control programme within a typical banking service environment are provided.
Yasin, M.M., Green, R.F. and Wafa, M. (1991), "Statistical Quality Control in Retail Banking", International Journal of Bank Marketing, Vol. 9 No. 2, pp. 12-16. https://doi.org/10.1108/02652329110137729
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