Purpose – The purpose of the framework here proposed is to introduce an industrial culture within the service organizations. Concepts such as employees empowerment, ownership, continuous improvement, together with the systematic implementation of quantitative methods builds the organizational...

Purpose – The purpose of this paper is to highlight the problems in the measurement of service quality, why management seems to ignore some of the costs of poor service quality, as well as the repercussions of this, and how to implement service quality correctly in organizations....

Statistical process control is an excellent quality assurance tool to improve the quality of manufacture and ultimately scores on end-customer satisfaction. SPC uses process monitoring charts to record the key quality characteristics (KQCs) of the component in manufacture. This paper elaborates...