... control The need for continual improvement in services even in manufacturing industries has been recognized. However, one barrier to its wide implementation has been the tendency to link concepts such as statistical process control only to the production of goods and not to the offering of services...

...Ben Mason; Jiju Antony Many organizations in the UK are still learning about the implementation and use of total quality management (TQM) techniques such as statistical process control (SPC), even though in other parts of the world, especially in Japan, they have been used widely and successfully...

...Mal Owen Argues that Statistical process control is not limited solely to manufacturing applications and that major benefits are to be gained from introducing SPC in administrative and staff support functions. Considers that improving service delivery requires constant measurement against...