Abstract
Many organizations are investing their resources to stake their claim that Web and automatic data capture (ADC) systems as an extension of their current business operations in order to improve existing quality assurance programs. Specific technology advancements and continuous quality improvement initiatives of four service industry departments in Pittsburgh, PA, USA were inspected and documented for this paper. The four companies and their associated departments analyzed were Mellon Global Securities' Services Advisor Services Group, Eckert, Seamans, Cherin, & Mellott, LLC's Records Management Department, Mellon Financial Corporation's Global Cash Management Check Collections and Disbursements Department, and Circuit City and their electronic service departments.
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