CHAPTER 8

SPC in Service Industries

When people talk about successful (service providers) and those that are not so successful, the customer determines at the end of the day who is successful and for what reason.

—Jerry Harvey

There are a number of key differences between the design, production, and delivery of a product and the design and delivery of a service. Some of these differences can have an influence on the way statistical process control (SPC) is employed. While the underlying theory is the same, deployment of SPC in the service sector often differs in certain respects from SPC deployment in the manufacturing sector.

Among the key differences between products and services1 that might affect SPC deployment are:

•Products are generally ...

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