Beni Asllani Beni Asllani University of Tennessee at University of Tennessee at Chattanooga Chattanooga Statistical Process Control Statistical Process Control Operations Management - 5 th Edition Chapter 4 Chapter 4 Roberta Russell & Bernard W. Taylor, III Roberta Russell & Bernard W. Taylor, III
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Beni AsllaniBeni AsllaniUniversity of Tennessee at ChattanoogaUniversity of Tennessee at Chattanooga
Statistical Process ControlStatistical Process Control
Roberta Russell & Bernard W. Taylor, IIIRoberta Russell & Bernard W. Taylor, III
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Lecture outlineLecture outline
Basics of Statistical Process ControlBasics of Statistical Process Control Control chartsControl charts Control charts for attributesControl charts for attributes Control charts for variablesControl charts for variables Control chart patternsControl chart patterns SPC with ExcelSPC with Excel Process capabilityProcess capability
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Basics of Statistical Process Basics of Statistical Process ControlControl Statistical Process Statistical Process
Control (SPC)Control (SPC) monitoring production monitoring production
process to detect and process to detect and prevent poor qualityprevent poor quality
SampleSample subset of items produced subset of items produced
to use for inspectionto use for inspection
Control ChartsControl Charts process is within process is within
statistical control limitsstatistical control limits
UCLUCL
LCLLCL
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VariabilityVariability
RandomRandom common causescommon causes inherent in a processinherent in a process can be eliminated can be eliminated
only through only through improvements in the improvements in the systemsystem
Non-RandomNon-Random special causesspecial causes due to identifiable due to identifiable
factorsfactors can be modified can be modified
through operator or through operator or management actionmanagement action
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SPC in TQMSPC in TQM
SPCSPC tool for identifying problems and make tool for identifying problems and make
improvementsimprovements contributes to the TQM goal of continuous contributes to the TQM goal of continuous
improvementsimprovements
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Quality measuresQuality measures
AttributeAttribute a product characteristic that can be a product characteristic that can be
evaluated with a discrete responseevaluated with a discrete response good – bad; yes - nogood – bad; yes - no
VariableVariable a product characteristic that is continuous a product characteristic that is continuous
and can be measuredand can be measured weight - lengthweight - length
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Applying SPC to ServiceApplying SPC to Service
Nature of defect is different in servicesNature of defect is different in services Service defect is a failure to meet Service defect is a failure to meet
Applying SPC to Service Applying SPC to Service (cont.)(cont.) HospitalsHospitals
timeliness and quickness of care, staff responses to requests, timeliness and quickness of care, staff responses to requests, accuracy of lab tests, cleanliness, courtesy, accuracy of accuracy of lab tests, cleanliness, courtesy, accuracy of paperwork, speed of admittance and checkoutspaperwork, speed of admittance and checkouts
Grocery StoresGrocery Stores waiting time to check out, frequency of out-of-stock items, waiting time to check out, frequency of out-of-stock items,
quality of food items, cleanliness, customer complaints, quality of food items, cleanliness, customer complaints, checkout register errorscheckout register errors
AirlinesAirlines flight delays, lost luggage and luggage handling, waiting time flight delays, lost luggage and luggage handling, waiting time
at ticket counters and check-in, agent and flight attendant at ticket counters and check-in, agent and flight attendant courtesy, accurate flight information, passenger cabin courtesy, accurate flight information, passenger cabin cleanliness and maintenancecleanliness and maintenance
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Applying SPC to Service Applying SPC to Service (cont.)(cont.) Fast-Food RestaurantsFast-Food Restaurants
waiting time for service, customer complaints, waiting time for service, customer complaints, cleanliness, food quality, order accuracy, employee cleanliness, food quality, order accuracy, employee courtesycourtesy
Catalogue-Order CompaniesCatalogue-Order Companies order accuracy, operator knowledge and courtesy, order accuracy, operator knowledge and courtesy,
packaging, delivery time, phone order waiting timepackaging, delivery time, phone order waiting time
Insurance CompaniesInsurance Companies billing accuracy, timeliness of claims processing, billing accuracy, timeliness of claims processing,
agent availability and response timeagent availability and response time
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Where to Use Control Where to Use Control ChartsCharts Process has a tendency to go out of controlProcess has a tendency to go out of control Process is particularly harmful and costly if it Process is particularly harmful and costly if it
goes out of controlgoes out of control ExamplesExamples
at the beginning of a process because it is a waste at the beginning of a process because it is a waste of time and money to begin production process with of time and money to begin production process with bad suppliesbad supplies
before a costly or irreversible point, after which before a costly or irreversible point, after which product is difficult to rework or correctproduct is difficult to rework or correct
before and after assembly or painting operations before and after assembly or painting operations that might cover defectsthat might cover defects
before the outgoing final product or service is before the outgoing final product or service is delivereddelivered
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Control ChartsControl Charts
A graph that A graph that establishes control establishes control limits of a processlimits of a process
Control limitsControl limits upper and lower upper and lower
bands of a control bands of a control chartchart
Types of chartsTypes of charts AttributesAttributes
p-chartp-chart c-chartc-chart
VariablesVariables range (R-chart)range (R-chart) mean (x bar – chart)mean (x bar – chart)
A Process Is in Control If …A Process Is in Control If …
… … no sample points outside limitsno sample points outside limits … … most points near process averagemost points near process average … … about equal number of points above about equal number of points above
Control Charts for Control Charts for AttributesAttributes p-chartsp-charts
uses portion defective in a sampleuses portion defective in a sample
c-chartsc-charts uses number of defects in an itemuses number of defects in an item
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p-Chartp-Chart
UCL = p + zp
LCL = p - zp
z = number of standard deviations from process averagep = sample proportion defective; an estimate of process averagep= standard deviation of sample proportion
pp = = pp(1 - (1 - pp))
nn
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p-Chart Examplep-Chart Example
20 samples of 100 pairs of jeans20 samples of 100 pairs of jeans
NUMBER OFNUMBER OF PROPORTIONPROPORTIONSAMPLESAMPLE DEFECTIVESDEFECTIVES DEFECTIVEDEFECTIVE
Process capabilityProcess capability range of natural variability in a process what range of natural variability in a process what
we measure with control chartswe measure with control charts
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Process CapabilityProcess Capability
(b) Design specifications (b) Design specifications and natural variation the and natural variation the same; process is capable same; process is capable of meeting specifications of meeting specifications most of the time.most of the time.
Design Design SpecificationsSpecifications
ProcessProcess
(a) Natural variation (a) Natural variation exceeds design exceeds design specifications; process specifications; process is not capable of is not capable of meeting specifications meeting specifications all the time.all the time.
Design Design SpecificationsSpecifications
ProcessProcess
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Process Capability (cont.)Process Capability (cont.)
(c) Design specifications (c) Design specifications greater than natural greater than natural variation; process is variation; process is capable of always capable of always conforming to conforming to specifications.specifications.
Design Design SpecificationsSpecifications
ProcessProcess
(d) Specifications greater (d) Specifications greater than natural variation, but than natural variation, but process off center; process off center; capable but some output capable but some output will not meet upper will not meet upper specification.specification.
Design Design SpecificationsSpecifications
ProcessProcess
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Process Capability MeasuresProcess Capability Measures
Appendix: Determining Control Limits for x-bar and R-Charts
Return
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