Purpose This study aims to apply statistical process control (SPC) techniques to improve the quality and efficiency of the processes in a restaurant. Design/methodology/approach SPC tools such as check sheet, cause-and-effect analysis, Pareto chart, control charts and SERVQUAL methodology is adapted to measure and improve the quality of the system. Findings At the end, some suggestions for improving the quality of service system are proposed in this study to complete the research. Research limitations/implications The most difficult part of this study was data collection. Because of the situation of the restaurant, the number of customers does not exceed 60 every day. Another limitation of this study is that the samples have been collected from the same population each day, and it may affect the final result. Practical implications The research is based on the present service system at a restaurant, located at a university campus in Cyprus. Social implications A similar study can be applied in the social sector to evaluate and improve service quality. Originality/value In this paper, for the first time, SPC and SERVQUAL are used to evaluate and improve quality in the service sector.

Dams are one of the most important structures in the water

Nowadays, with the advance of information technology, modern systems have been generated which can help organizations in the reduction of internal costs, creating a better interaction with the environment and finally in gaining profits. One of these tools is "customer relationship management". Customer relationship management is a term which has been defined for the description of the manner of interaction with customers and the management of activities done for the establishment of a stable and effective relationship with the customer. The logic of customer relationship management is monitoring and managing the entire process of customer services. It's very important to consider customer relationship management as a system which outlines the ways of working with our customers, solving their problems, encouraging them to buy the products and services of our company and having financial transactions with them. In other words, CRM which is an acronym for customer relationship management includes all aspects of relations and interactions with customers and users. However, it should be noted that customer relationship is not limited to commercial organizations, so its equivalent terms can be stated as clientele (customer), service (marketing), tribute plan of clientele (customer relationship management) and legitimacy & survival (profitability) in public organizations and also as service receiver (customer) and providing services (commodity) in service institutions.