Demonstrates the application of the recently proposed shifting mean heuristic to statistical quality control situations. Proposes the heuristic search procedure primarily as a tool for retrospective (or post mortem ) data analysis, retrospectively examining a known data set to establish shifts...

“Twin metric” control preserves the simple, intuitive graphical features of Shewhart control charts, while incorporating the much improved performance of CUSUM. Two metrics are plotted on the twin metric control chart at each sample interval; the Shewhart value and a simplified CUSUM value....

Explains that, as global competition changes the expanding service sector, quality will play an increasingly pivotal role in both attracting and retaining service customers. Reveals that research into service quality has addressed two important dimensions: promoting quality through the design of...