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SPC in Service Industries
內容大綱
Statistical Process Control for Managers is an eight-chapter book published by Business Expert Press in 2014 and written by Victor E. Sower, professor emeritus of operations management at Sam Houston State University. The book provides a conceptual approach to using statistical process control (SPC) to inform and improve decision-making around business processes and quality improvement. The author reviews the basic methods of SPC and provides practical guidance for using specific tools. He incorporates real-world examples throughout the book and ends each chapter with a summary of key points, as well as questions for managers to ask when applying the concepts to their own organizations. Chapter 8, SPC in Service Industries (18 pages), considers the differences in using SPC in the service industry rather than manufacturing. The author explains the challenges in assessing service quality control and the fact that there are no universal standards. He provides guidance on how to asses a service scenario and, thus determine which control chart(s) to use. He provides real-world examples from hospitals, retail, and finance.