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Article
Publication date: 6 February 2017

José Gomes Requeijo, Rogério Puga-Leal and Ana Sofia Matos

The purpose of this paper is to discuss the causes for the discrepancy between the utilization of statistical process control (SPC) in services and manufacturing. Furthermore, an…

771

Abstract

Purpose

The purpose of this paper is to discuss the causes for the discrepancy between the utilization of statistical process control (SPC) in services and manufacturing. Furthermore, an approach for integrating customer demands and technical aspects of a service is presented. Services are very often characterized by a large number of characteristics, with relatively few observations. This research addresses a methodology based on Z and W charts, proposing it for the control of service features. An example associated with service provision is presented to illustrate the computation of Z and W as well as its interpretation.

Design/methodology/approach

The shortcomings of traditional control charts are stated and compared with the control charts for Z and W. An example illustrates how to utilize these charts, their ability to monitor several characteristics simultaneously, along with a continuous monitoring of process capability.

Findings

The proposed approach allowed the representation of several process characteristics in the same charts, even when those characteristics are not collected with the same periodicity. The Z and W charts are dimensionless and can be applied whenever it is possible to estimate process parameters, being an interesting approach to be utilized in Phase 2 of SPC. The difficulty for identifying the existence of non-random patterns emerges as the major shortcoming for these charts.

Research limitations/implications

The proposed approach is a contribute to overcoming the discrepancy that persists between the utilization of SPC in services and manufacturing. Nevertheless, service production and consumption are frequently simultaneous, which constitutes an issue hard to deal with that is not fully addressed in this piece of research. Furthermore, the Z charts also present some disadvantages, notably an increased difficulty for analyzing the existence of non-random patterns, which worsens as increases the number of products/quality characteristics to be checked.

Practical implications

The proposed charts are very flexible and provide a rational utilization of resources. In fact, the representation of several processes is possible, along with the traditional analysis of patterns, thus providing an effective approach for controlling services processes.

Social implications

Several quantitative approaches that have been utilized in manufacturing for a long time are still scarce in services. However, services play a major role in modern economies, being clear that improvements in service provision might have a direct impact on society.

Originality/value

The approach was based on the utilization of Z/W with samples, but it can be extended to individual observations or even to the control of discrete variables. Additionally, a methodology for process capability analysis in real-time is also proposed.

Details

International Journal of Quality & Reliability Management, vol. 34 no. 2
Type: Research Article
ISSN: 0265-671X

Keywords

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Article
Publication date: 11 September 2007

Rogério PugaLeal and Zulema Lopes Pereira

The purpose of this research is to develop an index for assessing service capability when the customer considers satisfactory a certain range of service performance, the so‐called…

1925

Abstract

Purpose

The purpose of this research is to develop an index for assessing service capability when the customer considers satisfactory a certain range of service performance, the so‐called zone of tolerance.

Design/methodology/approach

Literature on service research and statistical process control (SPC) was used to develop a conceptual approach that is later worked out for implementation. Some of the quality function deployment principles are used in the approach to articulate customer perceptions and expectations with parameters of service performance.

Findings

It is demonstrated that traditional capability indices do not cope properly with service performance characterized by a zone of tolerance and that the new capability index, proposed by the authors, is more than adequate to deal with the specific features of services.

Research limitations/implications

It was assumed that performance levels within the zone of tolerance are not perceived as different by customers and that service performance could be considered as normally distributed. Further research is clearly needed, not only to test the assumptions in different service environments, but also to assess the robustness of the proposed index when the assumptions are violated.

Practical implications

Improvement efforts of the organizations can be better allocated if the relation between customer expectations and service performance is understood and characterized.

Originality/value

A new approach to understand the relationship between customer expectations and perceptions and service performance is launched. The approach led to the development of a service capability index and might constitute a contribution to all researchers and practitioners that intend to spread SPC principles within the service sector.

Details

International Journal of Quality & Reliability Management, vol. 24 no. 8
Type: Research Article
ISSN: 0265-671X

Keywords

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Article
Publication date: 1 August 2003

Rogério Puga Leal and Zulema Lopes Pereira

Empirical research on quality improvement in service organisations has been growing in recent years but it still lags behind the developments observed in manufacturing. It has…

2017

Abstract

Empirical research on quality improvement in service organisations has been growing in recent years but it still lags behind the developments observed in manufacturing. It has been generally recognised that more research is needed in the field, especially with regard to the application of quantitative methods that can help managers in the decision‐making process. Results of research carried out in a bank are presented, focusing the main aspects of the service recovery process after a complaint has occurred. A specific methodology is proposed to analyse the failures and corresponding complaints in service delivery, with the ultimate goal of articulating internal and external measures of performance. The methodology provides a better knowledge of the impact caused by operational factors (internal measures) on customer perceptions (external measures), so that management actions can then be taken accordingly.

Details

International Journal of Quality & Reliability Management, vol. 20 no. 6
Type: Research Article
ISSN: 0265-671X

Keywords

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