This article also discusses the use of statistical process-control in a service-industry. In this case, Annette Kluck must decide how to embrace production-established principles to the service procedure that ranges from customer account setup to the services that are legal.
This is just an excerpt. This case is about TECHNOLOGY & OPERATIONS.
PUBLICATION DATE: January 29, 1996 PRODUCT 1996 PRODUCT #: 696084-PDF-ENG
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