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Application of statistical process control in service industry: A case study of the restaurant sector

Nima Mirzaei (Department of Industrial Engineering, Istanbul Aydin University, Istanbul, Turkey)
Sadegh Niroomand (Department of Industrial Engineering, Eastern Mediterranean University, Famagusta, Turkey)
Rahim Zare (Department of Management, Allameh Tabatabaei University, Tehran, Iran)

Journal of Modelling in Management

ISSN: 1746-5664

Article publication date: 8 August 2016

2090

Abstract

Purpose

This study aims to apply statistical process control (SPC) techniques to improve the quality and efficiency of the processes in a restaurant.

Design/methodology/approach

SPC tools such as check sheet, cause-and-effect analysis, Pareto chart, control charts and SERVQUAL methodology is adapted to measure and improve the quality of the system.

Findings

At the end, some suggestions for improving the quality of service system are proposed in this study to complete the research.

Research limitations/implications

The most difficult part of this study was data collection. Because of the situation of the restaurant, the number of customers does not exceed 60 every day. Another limitation of this study is that the samples have been collected from the same population each day, and it may affect the final result.

Practical implications

The research is based on the present service system at a restaurant, located at a university campus in Cyprus.

Social implications

A similar study can be applied in the social sector to evaluate and improve service quality.

Originality/value

In this paper, for the first time, SPC and SERVQUAL are used to evaluate and improve quality in the service sector.

Keywords

Acknowledgements

The authors are indebted to the editors and the referees of the journal for their helpful and constructive comments that improved the quality of this paper.

Citation

Mirzaei, N., Niroomand, S. and Zare, R. (2016), "Application of statistical process control in service industry: A case study of the restaurant sector", Journal of Modelling in Management, Vol. 11 No. 3, pp. 763-782. https://doi.org/10.1108/JM2-06-2014-0046

Publisher

:

Emerald Group Publishing Limited

Copyright © 2016, Emerald Group Publishing Limited

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