الفهرس 
Background of the study.Only 14 pages are availabe for public view
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Abstract
This action research study is concerned with examining and improving a foodservice chain’s
approach to service quality. To evaluate current quality management systems, semi structured
interviews were conducted with managers in a large UK-based foodservice chain. Findings
showed that managers recognised some shortcomings of current systems, sometimes adopting
individual approaches to overcome these.
Alternative approaches to quality management used in other industry sectors were reviewed.
The concept of Continuous Improvement (CI) was identified, along with the techniques and
tools used to achieve this, specifically, Statistical Process Control (SPC). To investigate the
applicability of SPC, a pilot study was undertaken in a university coffee shop. The pilot study
proved the possibility of implementing SPC in food service operations. Certain critical
success factors have been acknowledged, e.g. management commitment, having a working
role, maintaining close relationship with participants.
SPC was then implemented into the chain involved in the exploratory study. Espousing action
research approach, the researcher was trained as a team member. Data collection was carried
out by the researcher and SPC control charts were created. However, when staff took
responsibility they failed.
Qualitative data (interviews, research diary, and documentary evidence) yielded three key
themes: statistical process control, human resources, and service operations. SPC is a
demanding technique that needs time and effort in data collection: observation and sampling,
to which current human resources practices were not conducive. Finally, the service context
added to the challenge of implementation, where customers’ demands lowered the priority
given to data collection by the staff.
SPC may offer potential to overcome disadvantages associated with existing quality
measurement tools in the chain. For example, being of higher frequency and stressing staff
accountability and involvement. However, an operation wishing to implement SPC will need
to ensure conducive human resources practices.