International Journal of Quality & Reliability Management: Volume 14 Issue 3

Assessing service quality in schools of business

Susan E. Pariseau, J.R. McDaniel

Business schools are under mounting pressure to decrease the cost of delivering education while improving programmes and services for students. Total quality management (TQM…

Twin metric control ‐ CUSUM simplified in a Shewhart framework

Donald W. Marquardt

“Twin metric” control preserves the simple, intuitive graphical features of Shewhart control charts, while incorporating the much improved performance of CUSUM. Two metrics are…

Economic design of X‐ control charts: insights on design variables

Wen‐Hsien Chen, Devanath Tirupati

Statistical process control charts have long been used as tools to ensure high quality of process output. A substantial amount of literature has been reported on the economic…

The measurement of service quality: a new P‐C‐P attributes model

George Philip, Shirley‐Ann Hazlett

Focuses on one of the most widely used service quality measurement scales, SERVQUAL, and looks at some of the areas of concern which have recently been raised regarding its…

Software reliability estimation and optimization: A non‐homogeneous Poisson process approach

Nalina Suresh, A.J.G. Babu

Considers an extension of the non‐homogeneous Poisson process to describe the software failure process more appropriately. This extension introduces a new structure for the…

Electrostatic discharge: Perhaps the most problematic phenomenon in the manufacture of products involving electronic devices and assemblies

M. Meniconi

Posits that most modern electronic equipment, particularly those involving metal‐oxide‐semiconductor technologies, are susceptible to electric overstresses which can cause…

Reliability programme management based on ISO 9000

Huei‐Yaw Ke, Ching‐Piao Hwang

Shows that the new ISO 9000‐4 has covered the dependability aspects of IEC 300‐1. Dependability is defined as a collective term used to describe availability performance and its…