Argues that Statistical process control is not limited solely to manufacturing applications and that major benefits are to be gained from introducing SPC in administrative and staff support functions. Considers that improving service delivery requires constant measurement against established standards of performance. Describes the key features of SPC programmes. Contends that control charts on their own will not result in improvement. Discusses the use of SPC techniques and asserts that, although not easy to implement, for those organisations which are beginning to introduce them in non‐manufacturing areas, the potential for improvement in quality of service is considerable.
Owen, M. (1991), "Measuring service delivery", Managing Service Quality: An International Journal, Vol. 1 No. 1, pp. 57-59. https://doi.org/10.1108/EUM0000000003124
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