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Keywords: Process control
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Journal Articles
Managing Service Quality: An International Journal (2009) 19 (2): 162–178.
Published: 20 March 2009
...Joanne S. Utley; J. Gaylord May Purpose The purpose of this paper is to devise a robust statistical process control methodology that will enable service managers to better monitor the performance of correlated service measures. Design/methodology/approach A residuals control chart methodology...
