Monitoring Employee Performance in Service Operations

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.

Citation

Shiffler, R.E. and Coye, R.W. (1988), "Monitoring Employee Performance in Service Operations", International Journal of Operations & Production Management, Vol. 8 No. 2, pp. 5-13. https://doi.org/10.1108/eb054816