Abstract
Abstract There are two distinct general approaches to the use of statistical methods in quality improvement. These are the production approach and the marketing approach . The production approach focuses on quality improvement from the management (internal) point of view using the statistical quality control (SQC) tools and producing predominantly internal quality measures. The marketing approach builds on the customer (external) assessment of quality using tools of survey research, producing predominantly external quality measures. One of the biggest challenges that companies face is a meaningful integration of these two groups of measures with the goal of facilitating continuous quality improvement.
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