Kackar, Raghu N. (1988, ASQC) AT&T Bell Laboratories, Holmdel, NJ
This article describes the method of quality planning for attaining high standards of quality and productivity in service industries. The basic purpose of quality planning is to ensure that correct services are produced and that they are produced efficiently. In addition, it is necessary to plan for control and improvement under operating conditions because a process that is not effectively controlled and improved in real time tends to get worse. Beyond the basic objectives, certain aspects of service require special emphasis. Since the degree to which any technique for attaining quality can be successful is limited by the prevailing management philosophies, policies and procedures, quality planning activities must accompany an improvement in the company's managerial environment.