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Rose began her career as an English teacher for middle and high school. Schmenner (1986) coined the phrase ‘mass service’ to exemplify this type of service operation. There are ‘seven basic tools’ of quality management: 1 Pareto analysis – this recognizes that it is often the case that 80 per cent of failures are due to 20 per cent of problems, and therefore tries to find those 20 per cent and solve them first. 2 Histograms – used to represent this information in visual form. 3 Cause and effect diagrams (fishbone charts or Ishikawa diagrams) – used to identify the effect and work backwards, through symptoms to the root cause of the problem. 4 Stratification – identifying different levels of problems and symptoms using statistical techniques applied to each layer. 5 Check sheets – structured lists or frameworks of likely causes which can be worked through systematically.

Pages: 243

Publisher: Springer Gabler; 2015 edition (January 27, 2015)

ISBN: 365808619X

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