Can SPC be used effectively in the service industries?
Yes. As long as you can measure the output of a process then you can use SPC. Typical examples could include: analysis of the number of calls waiting to be answered at a call centre; the number of mistakes made on application forms; delivery performance; staff and resource utilisation on paid work, etc. It can also be used to analyse marketing factors such as response rates, repeat business, etc. All of these have economic implications.
