Literature Review: Statistical Process Control in Service Industry

This literature review examines the application of Statistical Process Control (SPC) in the service industry. It explores the motivations behind SPC adoption, categorizing them as proactive or reactive, and highlights the benefits such as service improvement and cost reduction. The review identifies barriers to implementation, including a lack of skills and knowledge, resistance to change, and insufficient management support. Furthermore, it discusses future research directions, emphasizing the need for more focus on the management of failed SPC projects and the development of effective implementation strategies. The review concludes that SPC is a great system for monitoring, analyzing and improving the performance of a process through the use of statistical approaches.

STATISTICAL PROCESS CONTROL IN SERVICE INDUSTRY LITERATURE REVIEW
1
Statistical Process Control in Service Industry
Literature Review
<Name of Student>
<University Affiliation>
<Instructor’s Name>
<Date of Submission>

STATISTICAL PROCESS CONTROL IN SERVICE INDUSTRY LITERATURE REVIEW
2
Statistical Process Control in Service Industry Literature Review
Introduction
Many service companies across the globe have widely adopted the Statistical Process Control
techniques because of its effectiveness (Taner, 2013). This has been as a result of the high
pressure from the state laws, stiff competition in the market and customer needs. Because of
this, many these service industries have greatly improved in both quality and nature of the
services. Consequently, there has been debates concerning the reputation of determining how
a given firm is ready to initiate the methods and techniques of the progressive and continuous
development of such Statistical Process Control leading to the successful sustainability and
improvement of those methods (Halim, 2016). This paper therefore presents a logical reviews
of some based on the application and implementation of the SPC within the service industry
(Antony, 2015). By use of a systematic search, a total of 5 journal articles that met the
inclusion criteria were selected for the review and from which the key findings of the review
included the motivation, barriers and the non-usage of the statistical thinking and a dearth of
SPC application strategies (Taner, 2013).
Motivation
Based this, the application and adoption of the SPC in the service organisation from the year
2000-2008 is categorized into “proactive” and “reactive” (Taner, 2013). The proactive
category is linked with wish to comprehend the functioning welfares of the industry at large
while the reactive category is that which adheres to the laws/regulations which the failure to
adhere to may lead to failure (Halim, 2016). The bulging influence on the kind of the
motivation is frequently grounded upon by the understanding of the industry’s services to a
great level. This is so because the implementation of the SPC is always grounded on the

STATISTICAL PROCESS CONTROL IN SERVICE INDUSTRY LITERATURE REVIEW
3
desire of the industry when compared to the protective based implementations (Antony,
2015).
Also, when compared with other industries, the Statistical Process Control is questionably
operational for the reactive motivational as well, that often refers to the responsibilities to
monitor the law and principles and Weight and Measure. SPC is mostly practical by the
service industries because of certain quality practices needed by the concerned party
inspections (Antony, 2015). Also, industries that have involuntarily sought certification tend
to apply influential control systems for decreasing the services that are not conforming.
However, regarding this review, current service industries are much focused towards the
tertiary party, the demands of consumers, and the service regulation accountants (Mirzaei,
2016).
Benefits
In this review there exist many benefits that have emerged in regard to the implementation of
the Statistical Process Control. They include, reduction in the bad services, service
management and cost of savings improvements in general.
Many of the articles reviewed reveals that variations reduction of the services is attainable as
a results of the effective usage of the statistical process control graphs. The articles further
reports that these variation reduction enable the Statistical Process Control users to achieve
other Statistical Process Control benefits as depicted by the Deming’s chain model of
reaction.
Barriers
In this literature review, three barriers have been identified in the articles concerning the
Statistical Process Control which are; lack of sufficient skills and knowledge, opposition to
the change and the deficiency of the support of the management system. In regard to the
other industries, in existence of top managerial skills forms the largest barrier. However in the

STATISTICAL PROCESS CONTROL IN SERVICE INDUSTRY LITERATURE REVIEW
4
service industry, resistance is the most dominant barriers as far as SPC is concerned (Taner,
2013). The conflict to change was backed by the shop floor, where the shop floor perceives
Statistical Process Control as a short-term QC method, while top management were unwilling
to offer sufficient time for the personnel to become involved in the SPC projects (Mirzaei,
2016). Lack of statistical knowledge has a shocking impact to the fear of workers towards the
method. For instance, about 20% of Saudi Arabia service companies are incognizant of
quality tools reported that visual review is the most common tool for QC in the industry
instead of SPC, as it requires less statistical expertise and properties (Antony, 2015). One of
the causes recognized was the nonexistence of a statistical-based quality methods introduced
in current tertiary education (Halim, 2016).
Future research directions based on this review
This thorough review offers down to earth experiences into the situation of Statistical Process
Control execution in the service industry. The contentions that have been introduced by
different creators and concentrates so far feature the points of interest and restrictions related
with the appropriation of Statistical Process Control in the nourishment business. A standout
amongst the most critical discoveries from the investigation features an important exact
spotlight on specialized part of the control diagrams.
Statistical Process Control is created by effective undertakings. Be that as it may, the writing
of SPC overwhelmingly just thinks about the positive consequences of execution, yet in all
actuality there are odds of usage disappointment, which is ignored. There is next to no
examination on tending to the administration of fizzled Statistical Process Control ventures
where the guideline questions are: 'How is Statistical Process Control disappointment
characterized? How would we deal with the fizzled SPC venture? Do we adjust the

STATISTICAL PROCESS CONTROL IN SERVICE INDUSTRY LITERATURE REVIEW
5
undertaking or end the task? To energize such research endeavours, scholastics and
mechanical experts should lead the pack by empowering information trade workshops
between the two gatherings to present the estimation of distributions concerning SPC and its
down to earth impacts for the utilization of the industry.
Conclusion
Based on this review, the use of Statistical Process Control in the service industry is evolving
with the integration of other methods. Statistical Process Control is a great system for
monitoring, analyzing and improving the performance of a process through the use of
statistical approaches.

STATISTICAL PROCESS CONTROL IN SERVICE INDUSTRY LITERATURE REVIEW
6
References
Antony, J., 2015. A Systematic Review of Statistical Process Control Implementation in Food
Manufacturing Industry. Total Quality Management and Business Excellence , 210(4), p. 121.
Halim, S. A., 2016. Statistical Process Control Readiness in the Food Industry Development
of Self Assessment Tool. Trends in Food Science and Technology , 3(6), pp. 58-101.
Mirzaei, N., 2016. Application of Statistical Process Control in Service Industry: A Case
Study of the Restaurant Sector. Journal of Modelling in Management , 11(3), pp. 763-782.
Taner, T., 2013. A Conceptual Framework for the Effective Implementation of Statistical
Process Control, 9(4), pp. 474-499.