Research on Service Quality Management Based on Statistical Process Control Theory

Abstract

The common quality evaluation of service is Gaps Model, which is based on the questionnaires to contrast the customers' expectation with their perception to evaluate service quality. However, the service consumption is inseparable from production, and service is unable to be stored. The process of service and it's quality control is unsynchronized, and the problems could not be found and solved immediately. This article put the theory of Statistical Process Control (SPC) into service process to explore a new analysis method in service quality management. Firstly, the SPC theory is introduced and the detail procedures are included with an example of running control chart of customers' service time. Then, the Abnormality Criteria are discussed. Lastly, the further explanation of service improvement should be based on actual facts instead of the theory of control chart merely.