SPC Simplified for Services [Paperback]

Davida M. Amsden (Author), Robert T. Amsden (Author), Howard E. Butler (Author)

Book Description

Publication Date: May 31, 1991 | ISBN-10: 0527916390 | ISBN-13: 978-0527916398

Service organizations can increase their competitive advantage through the application of statistical process control (SPC) techniques. Using the same hands-on approach as their SPC Simplified, the authors have developed a prime source for service personnel.

SPC Simplified for Services thoroughly illustrates the application of the tools and techniques of statistical process control. Each module contains practice problems with the solutions provided at the end of the book.

With SPC Simplified for Services, you will learn:

Problem-solving tools, such as flow charts and brainstorming.
Frequency histograms and checksheets.
Variable and attribute control charts.
Sampling plans.
Systems capability.

Editorial Reviews

Review

...a well presented book with clear text and diagrams... International Journal of Production Research; The authors outline a framework for solving problems which, when standardised throughout the organisation, will greatly enhance communication as well as service quality - Managing Service Quality --This text refers to an alternate Paperback edition.

About the Author

Davida M. Amsden is a private consultant/educator in the areas of SPC, total quality systems, just-in-time manufacturing, and participative management.

Howard E. Butler is the owner of Quality Control Services Company. Previously, he worked at General Motors Corporation developing and managing quality management systems.

Robert T. Amsden is an associate professor of decision sciences at the University of Dayton.

Product Details

• Paperback: 317 pages
• Publisher: Productivity Press (May 31, 1991)
• Language: English
• ISBN-10: 0527916390
• ISBN-13: 978-0527916398
• Product Dimensions: 8.9 x 7.9 x 0.6 inches
• Shipping Weight: 1.2 pounds
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #2,590,195 in Books (See Top 100 in Books)

More About the Author

Discover books, learn about writers, read author blogs, and more.

Customer Reviews

Most Helpful Customer Reviews

5.0 out of 5 stars Wonderful intro to SPC and excellent training tool, June 30, 2002

By 

Mike Tarrani "www.tarrani.com" (Deltona, FL USA) - See all my reviews
(COMMUNITY FORUM 04)    (REAL NAME)   

This review is from: SPC Simplified for Services (Paperback)

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.