Achieving Service Quality by Charting


Latzko, William; Dowhin, James Jr.   (1991, ASQC)   Latzko Associates, North Bergen, NJ

Annual Quality Congress, Milwaukee WI    Vol. 45    No. 0
QICID: 9596    May 1991    pp. 2-7
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Member $5.00

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Article Abstract

In order to improve their performance in meeting customers' delivery needs, Guyon General Piping, Inc. decided to combine the principles of Continuous Quality Improvement using Statistical Process Control (SPC) and teamwork. Their goal was to involve suppliers who were willing to become Quality Partners in Progress.

Guyon's methods included sharing statistical performance data with suppliers in order to establish a benchmark. Also, Guyon's Quality Council met monthly to review benchmark data, determine training needs, make decisions on improvement projects, review progress reports, and determine critical areas for statistical process control.

Guyon's mainframe computer system used SPC to create a corporate-wide environment for process measurement. This environment allowed management, staff, and employees to easily chart the data and use technical tools of quality to analyze it. Using this method, Guyon pioneered the application of control charts in sales and marketing.

Innovative uses of Shewhart Charts and control charts enabled Guyon to detect and remove special causes. As an example, Guyon measured service performance and determined that it could be improved by rearranging the workflow and using intermediate storage facilities. As a result of this improvement in service, several customers made Guyon their sole supplier.


Control charts,Guyon General Piping,Quality management (QM),Quality tools,Shewhart control chart,Statistical process control (SPC)

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