Designing a quality control system in a service organization: A goal programming case study

Abstract

Not all service organizations have established formal quality control (QC) procedures. A review of the literature helps develop a list of indicants defining the quality construct. These indicants are, in turn, incorporated into a goal programming model for the design of a QC system in service organizations. A zero-one goal programming model is developed to help select the “best” set of quality control instruments for customer data collection purposes. A real world case study illustrates the application of this model.