Statistical process control (SPC) chart

A statistical chart that compares expected process performance (e.g., number of hours worked by interviewers in a week) against actual performance. For example, interviewers who perform outside upper and lower boundaries on this measure are flagged; if greater variation from expected performance for some interviewers in a certain location can be explained (e.g., a hurricane or a snow storm causing lower hours worked than expected), the process is in control; if not, corrective actions are taken.

« Back to Glossary Index