Re: Applying Deming to the Service Sector

[Roy Greenhalgh <rgreenh@attglobal.net>]

John

Can I recommend "SPC in the Office: a practical guide to Continuous
Improvement" by Mal Owen and John Morgan.  This book is dedicated to use
of SPC
in a wide variety of administrative processes found in any office. ISBN
0-9523328-4-1 published by Greenfield Publishing, kenilworth, UK.

I have found it excellent, and can be used with "as it is" with clients.

Roy Greenhalgh