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Measuring service delivery

Measuring service delivery Argues that Statistical process control is not limited solely to manufacturing applications and that major benefits are to be gained from introducing SPC in administrative and staff support functions. Considers that improving service delivery requires constant measurement against established standards of performance. Describes the key features of SPC programmes. Contends that control charts on their own will not result in improvement. Discusses the use of SPC techniques and asserts that, although not easy to implement, for those organisations which are beginning to introduce them in nonmanufacturing areas, the potential for improvement in quality of service is considerable. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Measuring service delivery

Managing Service Quality , Volume 1 (1): 3 – Jan 1, 1991

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/EUM0000000003124
Publisher site
See Article on Publisher Site

Abstract

Argues that Statistical process control is not limited solely to manufacturing applications and that major benefits are to be gained from introducing SPC in administrative and staff support functions. Considers that improving service delivery requires constant measurement against established standards of performance. Describes the key features of SPC programmes. Contends that control charts on their own will not result in improvement. Discusses the use of SPC techniques and asserts that, although not easy to implement, for those organisations which are beginning to introduce them in nonmanufacturing areas, the potential for improvement in quality of service is considerable.

Journal

Managing Service QualityEmerald Publishing

Published: Jan 1, 1991

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