| Article ID: | iaor19921278 |
| Country: | United Kingdom |
| Volume: | 4 |
| Issue: | 4 |
| Start Page Number: | 23 |
| End Page Number: | 27 |
| Publication Date: | Oct 1991 |
| Journal: | OR Insight |
| Authors: | Shutler Maurice, Field Earnest |
| Keywords: | quality & reliability |
This article describes the derivation of a ‘performance/target ratio’ and its practical application to the quality of service performance of two public sector industries. The material is based on the authors’ work for the Monopolies and Mergers Commission and the data used has been published in the Commission’s reports.