Is Statistical Technique Applicable to Service Industries?

I just came from a Lead Assessor Training here in the Philippines. My trainer there tells us that don't say the clause on Statistical technique is not applicable. Any evidence that shows the company is doing what it can to analyse data should be part of this element. But our Australian consultant tells us Statistics yes, but Statistical Analysis is an altogether different thing, ergo, NA. I've had at least 2 assessors saying no, and 1 says yes. Your site offers advice to not include SPC if its not applicable. We're in the convenience store industry.
Thanks!

[Don Winton]

<FONT COLOR=BLUE><BLOCKQUOTE>My trainer there tells us that don't say the clause on Statistical technique is not applicable.</BLOCKQUOTE></FONT></P>

He is correct, in part. What ISO 900x states is:

<CITE>4.20.1 Identification of need
The supplier shall identify the need for statistical techniques required for establishing, controlling, and verifying process capability and product characteristics.</CITE>

This clause states that the organization shall identify the need. You could, then, if you chose, define in your procedure that there is not a need. But, that may not be correct. Statistical techniques encompass many areas. You should state something that shows you have addressed Clause 4.20. Typically, the procedure may go something like this:

<CITE>Quality Assurance may require that certain processes be monitored by statistical techniques to ensure the necessary level of control and early detection of variability. Quality Assurance provides training and assists process operators in specifying the type of statistical techniques required.</CITE>

Then, the statistical techniques, if any, can be defined in the level 3 documents.

Hope this helps.

Regards,
Don

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Just the ramblings of an Old Wizard Warrior.

[Kevin Mader]

Don,

Good advise. This is very similar to the approach I have taken in this facility.

Regards,

Kevin

[Marc]

I've worked with several small companies which 'evaluated the need for...' statistical techniques and found 'nothing' that (according to them) would benefit them. Each company was able to discuss how they evaluated the need and each showed that yearly the 'need' is evaluated.

You cannot just evaluate once and that's it, according to registrars I have experience with.

Just something to think about.

As far as specific measurables in a service industry - what type of service do you provide?

[This message has been edited by Marc Smith (edited 07 October 1999).]

[Kevin Mader]

Marc,

Good point. I might also add that an organization will have to review whether it is still beneficial to continue practicing Statistical Methods beyond their usefulness. This is tricky, perhaps in consideration of CI, but for many organizations, efforts need to be refocused onto the 'vital few' and resources may be scarce.

Regards,

Kevin