Operations and Supply Chain Management 14th Edition by Robert Jacobs,Richard Chase

Exercise 5

The application of control charts is straightforward in manufacturing processes when you have tangible goods with physical characteristics you can easily measure on a numerical scale. Quality control is also important in service businesses, but you are generally not going to want to measure the physical characteristics of your customers! Do you think control charts have a place in service businesses? Discuss how you might apply them to specific examples.