Monitoring Employee Performance in Service Operations

Concern for the productivity of employees in service operations combined with the difficulty of managerial control creates a need for a definitive means of measuring output. The same principles of statistical process control that apply in the production environment can be used to assess employee performance in a variety of service applications. A one‐sided control chart that can be used to monitor service times is described. Assuming a gamma probability distribution, the parameters of the distribution from company requirements regarding an average service time and tolerable service time interval are estimated.