Statistical process control: An essential ingredient for improving service and manufacuring quality

Ben Mason, Jiju Antony

    Research output: Contribution to journalReview articlepeer-review

    52 Scopus citations

    Abstract

    Many organizations in the UK are still learning about the implementation and use of total quality management (TQM) techniques such as statistical process control (SPC), even though in other parts of the world, especially in Japan, they have been used widely and successfully for many years. Research carried out by the authors shows that almost the only thing taught to engineers within many UK academic institutions in relation to SPC is control charting. Although the understanding of control charts is a very important aspect of SPC, it is by no means the only one for the successful introduction and development of SPC. It is argued that the emphasis should not be on the control charts themselves, but on the essential ingredients for getting SPC started in organisations and the various issues associated with the implementation of SPC. This paper discusses the ingredients that are needed for the successful implementation of SPC.

    Original languageBritish English
    Pages (from-to)233-238
    Number of pages6
    JournalManaging Service Quality: An International Journal
    Volume10
    Issue number4
    DOIs
    StatePublished - 1 Aug 2000

    Keywords

    • Manufacturing
    • Quality
    • Service quality
    • Statistical process control

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