|Author:||Wong, Siu-lam Wilson|
|Title:||A case study of the aplication [sic] of statistical process control (SPC) in the commercial laboratory|
|Other Title:||A case study of the application of statistical process control (SPC) in the commercial laboratory|
|Subject:||Research, Industrial -- Laboratories -- Quality control|
Hong Kong Polytechnic University -- Dissertations
Institute of Textiles and Clothing
|Pages:||viii, 89,  leaves : ill. ; 30 cm|
|Abstract:||Consumers all over the world increasingly demand that the products they buy meet objective standards for quality, with all that they implies in terms of safety performance and conformance to standards. Buyers and retailers in turn are demanding that their suppliers should be quality operations. This trend has created a large and growing demand for the services of accredited laboratories. Facing intensive competition after the Asia Economic Crisis in 1997, it is necessary for the management of laboratory to review the current operation strategy and make it more competitive. Providing high quality service to customer is the only way of survival. SPC is a very useful tool to be used in promoting & maintaining the health of a commercial or industrial enterprise. SPC is an approach using statistical techniques for assisting operators, supervisors and managers to manage quality and to eliminate special causes of variability in a process. A case study in the application of SPC in a laboratory was studied with the use of quality measurement tools of SERVQUAL, which has a variety of potential applications. It can help a wide range of service in assessing customer expectations about and perceptions of service quality. Based on that, a survey was designed for finding out the Quality status of the Laboratory in different point of customer views (Internal and External). After extracting out the justified field of SPC application throughout the SERVQUAL questionnaire analysis, improvement programs were implemented and its effectiveness would be evaluated with the tools of SPC.|
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