The purpose of this paper is to contribute to the understanding of how statistical process control (SPC) methodology can be implemented and used in organizational settings.
An action research model was used. Data were collected through formal meeting protocols, interviews and participant observation.
Based on the results of an action research project, the paper emphasizes the need for: top management support with respect to roles such as infrastructural assistance, mentor, critic, financer; creating system validity through the involvement of people with experiential knowledge about the “world” in which SPC should be applied; keeping a small, highly knowledgeable development team with appropriate expertise together during the whole process from beginning to end; keeping the various end‐users in focus but separate and prioritising between their different needs; and working with iterative design methodology.
The paper provides the research field with a unique case of implementing SPC using a computerized administrative data system.
Organizations are given guidelines to use when implementing SPC.
The paper contributes knowledge in an underdeveloped field of research. It may provide a basis for further research and scholarly analysis.
