Postulates that the use of some key ideas from statistical control thinking can improve service quality. Explores the identification and analysis of gaps in perceptual differences between service customers and service providers as a way of adopting a statistical control philosophy in a service...

Quality measurements and techniques ‐ for example SPC ‐ can play an important role in achieving high levels of quality. However, in practice, the methods sometimes fail to deliver the expected benefits, for a variety of human and organizational reasons. Draws on three case studies to explore...

Industry spends considerable financial and manpower resources in training operations staff in statistical techniques for quality improvement, but training alone does not necessarily lead to immediate competence. Discusses the various factors which could lead to the success or failure of efforts...

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...