Applications of Quality Control in the Service Industries

Analytical procedures -- Corrective action program -- Controlling or monitoring function -- Objectives of the program -- Quality control changes from 1970 to 1980 -- Quality control in 1981 -- Quality Assurance -- Process time -- The program -- Management commitment and the quality council. -- Setting quality standards -- Measuring performance -- Building a quality management system -- A. Definition of quality -- B. First line manager's role in achieving quality -- C. Responsibilities for quality -- D. Quality goal -- E. Quality control versus quality improvement. -- 1. Sampling (quality measurements -- 2. Checking. -- 3. Recording -- 4. Analyze results and identify major problems. -- 5. Corrective action -- 6. Verify action results -- Implementation and management of the improvement program -- Communications -- Recognition -- The cost of quality -- Summary -- Some key points to remember are: -- Quality is people -- General comments on the cases -- Detailed comments on the cases -- The direct quality control cycle -- Advantages of the quality control cycle -- What quality control is not -- Insurance Data from California and Colorado -- California Bulletin No. 78-5.6 -- Quality control procedures -- Comments on California Bulletin No. 78-5 -- Some Insurance Premium Data from Colorado? -- Distribution of premiums for homes and automobiles -- Chapter 4: Federal Government -- Audit control program for tax returns -- Audit sample coverage -- Control estimates - the cocoa bean survey -- The frame: -- The sample: -- Sampling of beans from ships: -- Measuring quality of beans -- Control of aflatoxin -- Control by means of the relation between two variables -- Control over product safety -- Effectiveness of social services -- Effectiveness of delinquent tax collection program. -- The sampling of delinquent accounts -- The sampling of uncollectible accounts