Resumo

PIERDANT RODRIGUEZ, Alberto Isaac  e  RODRIGUEZ FRANCO, Jesús. Control estadístico de la calidad de un servicio mediante Gráficas y R. Polít. cult. [online]. 2009, n.32, pp.151-169. ISSN 0188-7742.

Statistical quality control is not been used widely in Mexican companies that afford or sale services, that is why this paper pretend to show a simple technique of quality control in a service area using simple tools as charts. There are several qualitative techniques and few quantitative techniques as charts that could show us if a service is under control, this means, verify if we are doing the service job with previous quality control standards or not. Our objective is to show a simple quantitative technique of quality control using two types of charts: control chart for process mean and control chart for process variability. This paper could guide the analyst to discover opportunity areas in the company where he could apply this technique to completely satisfy the needs of the client. Finally, this material has been made using Excel because we want to offer the quality control analyst a practical tool in this field.

Palavras-chave : quality; statistical control; graphical for average; graph for variability; quality in a service.

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