Statistical Process Control Techniques for Service Processes: a review

摘要：

Statistical process control techniques that originated in manufacturing have been used in a variety of service processes in recent decades. This paper reviews SPC techniques that are applied to the analysis of different types of service data. After a brief description of multivariate techniques used with continuous service data, a detailed review on categorical and mixed-type service process control is presented. Finally, we discuss some challenges faced by SPC techniques for service processes.

关键词： Categorical MSPC service

作者: Xianghui Ning Yanfen Shang Fugee Tsung

作者单位: department of Industrial Engineering and Logistic Management at the Hong Kong University of Science department of Industrial Engineering and Logistic Management in the Hong Kong University of Science

会议类型: 国际会议

会议名称: 2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)

会议地点: 厦门

会议语种:英文

页码: 927-931

在线出版日期: 2009-06-08（万方平台首次上网日期，不代表论文的发表时间）