SPC Simplified for Services: Practical tools for continuous quality improvement

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Service personnel are beginning to recognize that many of the tools and techniques of statistical process control currently used in manufacturing are applicable to their companies. In this text, the authors describe the essentials of SPC, including the use of histograms, Pareto analysis, control charts, sampling plans and various other tools, and how they can be applied to a service quality programme. Each module contains practice problems with solutions given at the end of the book. Real-life examples and sample charts are also included.