Lessons in Consistency: Statistical Process Control in Forte plc
Peter Jones
(Head of the Department of Service Sector Management at the
University of Brighton, 49 Darley Road, Eastbourne BN20 7UR. Tel: 0273
643612; Fax: 0273 643619.)
Michael Dent
(Head of Corporate Communications with Forte plc, 166 High
Holborn, London WC1, UK.)
1176
Abstract
Reports on a pilot study of the application of statistical process control (SPC) in the staff restaurant at Forte Corporate headquarters, to identify problems of application in the service industry. Finds that process control may have benefits and led to Forte’s more detailed study of a large business hotel and evaluation of implementation.
Keywords
Citation
Jones, P. and Dent, M. (1994), "Lessons in Consistency: Statistical Process Control in Forte plc", The TQM Magazine, Vol. 6 No. 1, pp. 18-23. https://doi.org/10.1108/09544789410052705
Publisher
:MCB UP Ltd
Copyright © 1994, Company