Title :
Statistical process control techniques for service processes: a review
Author :
Ning, Xianghui ; Shang, Yanfen ; Tsung, Fugee
Author_Institution :
Dept. of Ind. Eng. & Logistic Manage., Hong Kong Univ. of Sci. & Technol., Hong Kong, China
Abstract :
Statistical process control techniques that originated in manufacturing have been used in a variety of service processes in recent decades. This paper reviews SPC techniques that are applied to the analysis of different types of service data. After a brief description of multivariate techniques used with continuous service data, a detailed review on categorical and mixed-type service process control is presented. Finally, we discuss some challenges faced by SPC techniques for service processes.
Keywords :
control charts; statistical process control; categorical service process control; control charts; mixed-type service process control; multivariate techniques; statistical process control techniques; Control charts; Engineering management; Industrial engineering; Logistics; Manufacturing processes; Medical services; Monitoring; Process control; Public healthcare; Technology management; Categorical; MSPC; service;
Conference_Titel :
Service Systems and Service Management, 2009. ICSSSM '09. 6th International Conference on
Conference_Location :
Xiamen
Print_ISBN :
978-1-4244-3661-3
Electronic_ISBN :
978-1-4244-3662-0
DOI :
10.1109/ICSSSM.2009.5175015
