Quality control initially focusedmanufacturingorganizations and service organizations were largely ignored.However, service industry has become a crucial player in theglobal economy in the past few decades. This requires a shift inquality control research which represented a challenge to TQMpractitioners in the 80's and 90's. Service organizations mustconsistently deliver servicelevels that meet or exceedcustomers' needs and expectations. In order to enhance theircompetitiveness, service firms need to develop and implement aquality system that ensures continual quality and productivityimprovement Also, a service organization that is seeking tomaintain or improve its competitiveness must focus on itscustomers and emphasize customers as the driven force behindquality outcomes. In this paper, a telephone service center at amajor bank in the United States is evaluated. The banktelephone service center employs 60 full-time and part-timerepresentatives. Each representative is responsible for--- Austmare' inquiries