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Graphical Process Monitoring in the Service Industry - A Case Study

Summary: Presented is a charting technique for displaying process changes when several process measurements are important. The technique can be used for nominal, ordinal or variable data. Process performance on all important measurements is presented on a single chart. The chart is useful for management to link poor performance in outcome variables to measures taken within the process. This helps management isolate causes of poor performance on outcome variables.

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  • Topics: Statistical Process Control (SPC)
  • Keywords: Performance management,Variation,Case study,Statistical process control (SPC)
  • Author: Sparks, Ross S.; Eagle, Alan
  • Journal: Journal of Quality Technology