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...

1 General questions and concepts -- 1.1 Introduction -- 1.2 Why quality? -- 1.3 What is total quality? -- 2 Reliability in the choice of technology -- 2.1 Quantitative analysis -- 2.2 Qualitative analysis -- 3 Controlling the manufacturing process -- 3.1 Variability in manufactured products --...