Abstract
This paper gives a brief overview of the statistical methods concerning new features
in Quality Control either in the productive and distributive system or in the
services. Since consideration to the quality of goods and services is favoured by
complexity and innovation of the productive systems, market and know-how
globalisation, increasing of the information through the diffusion of data processing,
it is shown the role that the statistical methods cover in such a context as a result
of the addition to the traditional methodologies of the Quality Control, already
innovated by Total Quality Methods and Taguchi Methods, of methods to
verify the Service Quality and to test the Customer Satisfaction. Some of the main
statistical methodologies related to the above-mentioned subjects are given and
compared.
Translated title of the contribution | [Autom. eng. transl.] Problems and role of statistical methods for the evaluation of services connected to goods production systems |
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Original language | Italian |
Pages (from-to) | 183-199 |
Number of pages | 17 |
Journal | RIVISTA DI ECONOMIA E STATISTICA DEL TERRITORIO |
Publication status | Published - 2007 |
Keywords
- Customer Satisfaction
- SERVQUAL
- Structural Equation Models with Latent Variables
- Taguchi Methods
- Total Quality Management