Research on Service Quality Management Based on Statistical Process Control Theory

The common quality evaluation of service is Gaps Model, which is based on the questionnaires to contrast the customers´ expectation with their perception to evaluate service quality. However, the service consumption is inseparable from production, and service is unable to be stored. The process of service and it´s quality control is unsynchronized, and the problems could not be found and solved immediately. This article put the theory of Statistical Process Control (SPC) into service process to explore a new analysis method in service quality management. Firstly, the SPC theory is introduced and the detail procedures are included with an example of running control chart of customers´ service time. Then, the Abnormality Criteria are discussed. Lastly, the further explanation of service improvement should be based on actual facts instead of the theory of control chart merely.