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runninghead c o n t r o l c h a r t s i n s o c i a l s e r v i c e s（runninghead c o n t o r l c h r t s我n s o c l s e r v i c e s）.doc

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Running head: CONTROL CHARTS Application of Statistical Process Control Charts in Small Human Service Programs Bruce K. Barnard Eastern Illinois University Application of Statistical Process Control Charts in Small Human Service Programs Statistical quality control methods, including the use of control charts, are widely accepted in manufacturing companies as a quality improvement tool (Montgomery, 2001). Control charts have also been used in service organizations. Healthcare providers have used control charts to monitor hospital-acquired infections (Morton, Whitby, McLaws et al. 2001) and organizational performance (Hantula, 1995). Statistical methods have also been proposed to reduce the cost of meetings and focus on measurable objectives in behavioral health organizations (Hayes, 2000). Control charts have been proposed to evaluate social work research data in single study designs (Orme Cox, 2001), and to monitor staff performance in a state-operated residential treatment facility (Sluyter Keating, 1994). This paper will explore the use of control charts to improve client service at the small program and individual practitioner level, and provide an example of how control charts can be used in an individual counseling practice. A basic assumption of statistical process control is that all processes exhibit some degree of variation (Montgomery, 2001; O’Con, 1997). By determining what can be expected from a normal process, known as capability, we can isolate and determine the causes of process variation. A process that is relatively stable and producing the desired outcome with only chance variations is said to be in control. Variations in the process can be classified as either chance causes or assignable causes. Assignable causes may be generated by human action, by a machine, or by materials (O’Con, 1997). The purpose of a control chart is to monitor a process operating in control in order to differentiate between variations caused by chance