Spc Simplified for Services

by Robert T. Amsden and Howard E. Butler

This quality training text is designed to teach the basics of statistical process control to service personnel, so that they can use statistical metho to verify that their system is stable, capable, and on target with customer requirements. Published by Quality Resources, One Water Street, White Pla

• Format: Paperback
• Language: English
• ISBN: 0527916390
• ISBN13: 9780527916398
• Release Date: May 1991
• Publisher: Productivity Press
• Length: 299 Pages
• Weight: 1.30 lbs.
• Dimensions: 0.6" x 7.9" x 8.9"

Customer Reviews

Wonderful intro to SPC and excellent training tool

This is essentially the same book as "SPC Simplified: Practical Steps to Quality". The key differences are that the material is sequenced differently and the emphasis is on using SPC in service industries. Like the book upon which it's based, it's divided into modules, each of which builds upon the preceding one. The value of this approach is that this book can be used either as a training text or as a self-study guide. Basic principles are covered in the first module, followed by modules on quality tools (module 2 covers problem solving tools, and module 3 covers quality improvement tools from the larger body of TQM tools and techniques). The foundation of SPC is laid in module 4, which introduces variation, histograms and checklists. This material prepares you for module 5 (variables control charts) and 6 (attributes control charts). The service specific part of this book emerges in module 7 (sampling plans) and 8 (systems capability). All examples in these two modules use examples that are common to services industries, which adds realism and practicality to the material for the intended audience. Module 9 ties together the preceding modules by giving a framework for problem solving. Also included are answers to practice problems from the various modules, and an appendix of factors and formulas that make this book valuable long after it has served its purpose as a training tool.If you're new to SPC or think it is beyond your ability to grasp this book will give you a solid foundation in the basics. After reading this book and working through the practice problems you will understand how to use the highly effective problem solving and quality improvement tools, and will be able to develop and apply common control charts to measure variation and process capability. After you've mastered the skills this book provides you may want to read "Design and Management of Service Processes" by Rohit Ramaswamy, which goes much deeper into service processes, process improvement and SPC.