Statistical Process Control in Service Industry

An Application with Real Data in a Commercial Company

A. Scordaki1 and S. Psarakis2

(QC 03)

Abstract-

The main purpose of this article is to present the advances of Statistical Process Control techniques in non-manufacturing processes.

Specifically, in this article we present two applications of control charting techniques in a commercial company.

The first is an application of control charting techniques in the Sales Department and the second is an application of control charts in the Logistic Departments.

Index Terms- Quality Control; Process Control; Service Industry; Multivariate Control Charts; Process Flow; Quality Control Implementation; Service Quality; Statistical Process Control; Statistical Quality Control; Services.