Process Control in Service Industry


Takahashi, Takenori; Kano, Noriaki   (1990, ASQC)   Science University of Tokyo, Tokyo, Japan

Annual Quality Congress, San Francisco, CA    Vol. 44    No. 0
QICID: 9495    May 1990    pp. 472-477
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Article Abstract

This paper discusses the process quality control of the person-to-person service in mass servicing which is unique about service industry and proposes an effective method for its daily basis process control by the application of a (T u, T L) simultaneous control chart, which was proposed by T. Takahashi et al. based on the multiple decision theory and trinomial distribution.

For applying this chart, we develop the method for evaluating service quality and collecting data, considering the followings:

  1. applying statistical method from an economic viewpoint of mass servicing,
  2. utilizing video/audio recording equipments for not affecting the service atmosphere,
  3. utilizing the eyes of an expert eyes for overcoming the difficulty in measuring service quality byinstruments, and
  4. recognizing and encouraging servicing employees by introducing upper and lower criteria for excellent and undesirable services in order to enhance the morale of employees rather than criticizing them.
Then, we propose the method for process quality control of the person-to-person service in mass servicing: a) to identify the state of servicing process with the type of change in population mean, �nd population standard deviation, �, with a (Tu, TL) simultaneous control chart on which the data obtained from the servicing process is plotted, and then b) to take the actions to the process corresponding to the type of the change in �nd �.


Service quality,Union of Japanese Scientists & Engineers (JUSE)

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