A Cornell Quarterly classic article: New tools for achieving service quality

Applying manufacturing-type process control to service operations allows employees and managers to measure and analyze the effectiveness of service processes. Although manufacturing techniques have allowed some service companies to operate with inflexible consistency, the use of certain techniques can actually foster more customization in service. Rather than apply quality control at the end of the process, managers can apply the techniques of statistical process control during the production of services. By involving employees in measurement and analysis of the impediments to service excellence, the organization can focus on creating a service process that meets or exceeds customers' needs. Techniques of statistical process control include flow charts of service processes, setting service standards, and fishbone (or cause-and-effect) analysis.