Applications of Quality Control in the Service Industries. (1985)

• Record Type: Book
• Further Information: Note: A.C. Rosander.
• Authors: Rosander, A. C
• Contents: Cover; Half Title; Title Page; Copyright Page; Dedication; Preface; Contents; Part 1 Service Industry Applications; Chapter 1: Introduction; Origin of modern quality control; Employment in the service industries; Major differences between service industries and manufacturing; Implications for quality control in the service industries; Dangers of imitating factory practices.; The buyer-seller (vendee-vendor) relationship is very different; Three parties to service quality; Quality requirements of the buyer; Types of services; A wider approach to quality control is required Small errors versus massive errorsIncreased human reliability as the goal; Quantitative and non-quantitative methods of improving quality; Written procedures or procedural manuals.; Control by a budget; A financial budget; A performance budget; A zero-based budget; Control by rules, standards, and specifications.; Time tables and time schedules; Chapter 2: Banking; Quality control in banking; Some important quality measures. Time; Starting a quality program; Results and further developments; Implementing a quality program; Quality control in banking Quality control improvement program in banking operationsChapter 3: Insurance; Nature and scope of quality control in insurance; Quality characteristics.; Goals in quality control; The seller's interest in quality control; 1. Technical methods; 2. Operations; 3. Actions of:; Quality of data and data collection and processing; Quality of technical performance; Quality of operating performance; The buyer's interest in quality control; The buyer and insurance practices; Adjusting premiums to high and low risk groups; Cases in Quality Control in the Insurance Industry; Employee involvement Error identification systemAnalytical procedures; Corrective action program; Controlling or monitoring function; Objectives of the program; Quality control changes from 1970 to 1980; Quality control in 1981; Quality Assurance; Process time; The program; Management commitment and the quality council.; Setting quality standards; Measuring performance; Building a quality management system; A. Definition of quality; B. First line manager's role in achieving quality; C. Responsibilities for quality; D. Quality goal; E. Quality control versus quality improvement.; 1. Sampling (quality measurements 2. Checking.3. Recording; 4. Analyze results and identify major problems.; 5. Corrective action; 6. Verify action results; Implementation and management of the improvement program; Communications; Recognition; The cost of quality; Summary; Some key points to remember are:; Quality is people; General comments on the cases; Detailed comments on the cases; The direct quality control cycle; Advantages of the quality control cycle; What quality control is not; Insurance Data from California and Colorado; California Bulletin No. 78-5.6; Quality control procedures
• Publisher Details: Boca Raton, FL : CRC Press
• Publication Date: 1985
• Extent: 1 online resource
• Subjects: 658.5/62; Plant engineering; Engineering -- Management; Quality control; Reliability (Engineering); Engineering -- Management; Plant engineering; Quality control; Reliability (Engineering); Electronic books
• Languages: English
• ISBNs: 9781482293210; 1482293218
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.