... Performance monitoring P. Marques‐Gou can be contacted at: pilar.marques@udg.edu © Emerald Group Publishing Limited 2008 The financial services industry has been undergoing a major revolution in recent years due to deregulation, disintermediation, globalisation, and technological change...

... about the process or batch of products(Oakland, 1986, pp. 49‐50). Customer satisfaction Performance monitoring Problem identification Quality Service operations Statistical process control If, of course, there were no variation, each item would be the same,decisions could be made...