Problemi e ruolo dei metodi statistici per la valutazione dei servizi collegati ai sistemi di produzione di beni

Role and problems of the statistical methods to evaluate services related to goods production systems (by Umberto Magagnoli, Gabriele Cantaluppi). Objectives This paper gives a brief overview of the statistical methods concerning new features in Quality Control either in the productive and distributive system or in internal and external services. Methods and Results Some of the main statistical methodologies related to the traditional methods of Quality Control, already innovated by the Total Quality Methods and the Taguchi Methods, and some other methods to verify the Service Quality and to test the Customer Satisfaction are given and compared. Conclusions The statistical tools support consideration to the quality of goods and services, favoured by the following factors: complexity and innovation of the productive systems, market and know-how globalisation, and the increasing of the information thorough the diffusion of data processing.