Implementation of quality management techniques in a service organization

Τίτλος

Implementation of quality management techniques in a service organization

Θέμα

Quality control

Quality assurance

Total quality management

Quality control--Statistical methods

Δημιουργός

Georgiou, Georgios

Πηγή

Higher Technical Institute

Το πλήρες κείμενο είναι διαθέσιμο από το Υπουργείο Ενέργειας, Εμπορίου Βιομηχανίας και Τουρισμού.

Εκδότης

Library of Cyprus University of Technology

Ημερομηνία

2005

Συνεισφέρων

Angelis, Ioannis I.

Δικαιώματα

Απαγορεύεται η δημοσίευση ή αναπαραγωγή, ηλεκτρονική ή άλλη χωρίς τη γραπτή συγκατάθεση του δημιουργού και κάτοχου των πνευματικών δικαιωμάτων.

Μορφή

pdf

Γλώσσα

en

Τύπος

text

Αναγνωριστικό

MED0548

Σύνοψη

The object of this project is to study and implement Quality Management Techniques in a service organization.
The vehicle cause for investigation was Statistical Process Control (SPC) which was implemented with the aim to assist in the finding of problems that the hotel maintenance department may be facing in the energy consumption field for the past four years and consequently to achieve "product' quality improvement by introducing corrective actions.
For this, the data and measurements taken through the last four years were investigated and statistically analyzed using the SPC Excel software in order to identifY process stability and capability using the quality tools.
There have been examined various sample size metrics and indicators mainly from engineering department and their fluctuations which has shown with the pass of the years.
The great majority of SPC tools and techniques were used like brainstonning, cause and effect diagrams, histograms, team problem solving techniques and great extend of control charts. Also, the charts, which show these variations and specific cause, are included for understanding of the problem from the readers.
Analysis of the control charts has been done and the results show the problems that the hotel and the engineering department faces.
Suggestions for improvement of the system have been quoted.