Utility of Quality Control Tools and Statistical Process Control to Improve the Productivity and Quality in an Industry

References: [1]. Anjard, R.P. 1995. SPC chart selection process. Microelectronic Reliability. 35(11): 1445–1447. [3]. Bisgaard, S. 1993. Statistical Tools for Manufacturing. Manufacturing Review. 6(3): 192–200. [4]. D. Raheja, . Assurance Technologies: Principles and Practices ., McGraw Hill, Inc., 1991. [5]. FARNUM, N.R., Modern Statistical Quality Control and Improvement, Duxbury Press, Belmont, California, p.500, 1994. [6]. Freeman, J, G. Mintzas. 1999. Simulating c and u Control Schemes. The TQM Magazine. 11(4): 242–247. [7]. Gronroos, C. (1983) ‘Strategic management and marketing in the service sector’, Report No. 83-104, Marketing Science Institute, Cambridge, MA. [8]. Hwang, C.L. and Lin, M.J. (1987) Group Decision Making Under Multiple Criteria: Methods and Applications, Berlin: Springer-Verlag. [9]. Ishikawa, K. 1985. What is Total Quality Control. Prentice Hall. Englewood Cliff, N.J. [10]. J. Heizer and B. Render, .Operations Management, 6th Ed., Prentice Hall, 2001. [11]. Klassen, K.J., Russell, R.M. and Chrisman, J.J. (1998) ‘Efficiency and productivity measures for high contact services’, The Service Industries Journal, Vol. 18, pp.1–18. [12]. Lee, H., Delene, L.M., Bunda, M.A. and Kim, C. (2000) ‘Methods of measuring health-care service quality’, Journal of Business Research, Vol. 48, pp.233–246. [13]. Lehtinen, U. and Lehtinen, J.R. (1982) Service Quality: A Study of Quality Dimensions, Helsinki, Finland: Service Management Institute. [14]. Lowry, C.A. and Montgomery, D.C. (1995) ‘A review of multivariate control charts’, IIE Transactions, Vol. 27, pp.800–810. [15]. MONTGOMERY, D.C., Introduction to Statistical Quality Control, 3rd Ed., J. Wiley, New York, P.677, 1996. [16]. Palm, A.C., Rodriguez, R.N., Spiring, F.A. and Wheeler, D.J. (1997) ‘Some perspectives and challenges for control chart methods’, Journal of Quality Technology, Vol. 29, pp.122–127. [17]. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985) ‘A conceptual model of service quality and its implications for future research’, Journal of Marketing, Vol. 49, pp.41–50. [18]. R. T. Amsden, H. E. Butler, and D. M. Amsden, . SPC Simplified: practical Steps to Quality, Productivity, Inc. , 1998. [19]. Ross, P.J. (1988) Taguchi Techniques for Quality Engineering, New York, NY: McGraw-Hill. [20]. Soteriou, A. and Zenios, S.A. (1999) ‘Operations, quality and profitability in the provision of banking services’, Management Science, Vol. 45, pp.1221–1238. [21]. Soteriou, A.C. and Chase, R.B. (1998) ‘Linking the customer contact model to service quality’, Journal of Operations Management, Vol. 16, pp.495–508. [23]. Stoumbos, Z.G., Reynolds, M.R., Ryan, T.P. and Woodall, W.H. (2000) ‘The state of statistical process control as we proceed into the 21st century’, Journal of the American Statistical Association, Vol. 95, pp.992–998. [24]. Wodall, W. H. 1997. Control Charts Based on Attribute Data: Bibliography and Review. Journal of Quality Technology. 29(2): 172–196. [25]. Woodall, W.H. and Montgomery, D.C. (1999) ‘Research issues and ideas in statistical process control’, Journal of Quality Technology, Vol. 31, pp.376–386. [26]. Wyckoff, D.D. (1984) ‘New tools for achieving service quality’, Cornell Hotel and Restaurant Administration Quarterly, Vol. 25, pp.78–91. [33]. Young, T.M. and P.M. Winistorfer. 1999. Statistical process control and the forest products industry. Forest Prod. J. 49(3):10-17.