Monitoring Employee Performance in Service Operations
- 1 February 1988
- journal article
- Published by Emerald Publishing in International Journal of Operations & Production Management
- Vol. 8 (2) , 5-13
- https://doi.org/10.1108/eb054816
Abstract
Concern for the productivity of employees in service operations combined with the difficulty of managerial control creates a need for a definitive means of measuring output. The same principles of statistical process control that apply in the production environment can be used to assess employee performance in a variety of service applications. A one‐sided control chart that can be used to monitor service times is described. Assuming a gamma probability distribution, the parameters of the distribution from company requirements regarding an average service time and tolerable service time interval are estimated.Keywords
This publication has 2 references indexed in Scilit:
- Just‐In‐Time Production System: Some Requirements for ImplementationInternational Journal of Operations & Production Management, 1984
- Work Improvement Programmes: Quality Control Circles Compared with Traditional Western ApproachesInternational Journal of Operations & Production Management, 1983