Chapter 9: Management of Quality

Interval Number of Calls Interval Number of calls

1.00-1.04 1 1.40-1.44 3
1.05-1.09 2 1.45-1.49 2
1.10-1.14 2 1.50-1.54 3
1.15-1.19 1 1.55-1.59 2
1.20-1.24 1 2.00-2.04 7
1.25-1.29 3 2.05-2.09 4
1.30-1.34 1 2.10-2.14 6
1.-35-1.39 2 2.15-2.20 2

The Run chart can be drawn as:

Run chart
8
7
6
Number of Call

5
4
3
2
1
0

Time interval

As there are three operator in the call center and by analyzing the run chart we see that
these three operator are able to handle the call till to the time period 1.55-1.59. At the time period
2.00-2.04 min there is 7 calls. If the length of each call was more than 2.33 minutes each, then
the 3 operators would have been insufficient to answer the calls in a timely manner.
 Chapter 10: Quality Control

2. Solution:
The automatic filling machine follows the Normal distribution:
Mean µ = 1.0 ltr
Standard deviation σ = 0.01 ltr
Number of sample n = 25
As we know at the 97% of the sample means Z- value = 2.17
Then,

Upper limit is given by: µ + z* σ /√𝑛 = 1+2.17*0.01/ √25 = 1.0043

Lower limit =: µ - z* σ /√𝑛 = 1- 2.17*0.01/ √25 = 0.9957.

b.) The given samples are 1.005, 1.001, 0.998, 1.002, 0.995 and 0.99. Since samples with means
1.005 and 0.998 lies beyond the upper limit and lower limit resp. we conclude that the process is
not within the control.

4. Solution
Samples

1 2 3 4 5 6
79.2 80.5 79.6 78.9 80.5 79.7
78.8 78.7 79.6 79.4 79.6 80.6
80 81 80.4 79.7 80.4 80.5
78.4 80.4 80.3 79.4 80.8 80
81 80.1 80.8 80.6 78.8 81.1

Mean 79.48 80.14 80.14 79.6 80.02 80.38

Range 2.6 2.3 1.2 1.7 2 1.4

Grand Average
mean 79.96 Range 1.87

From the Table: at n= 5, we get A2= 0.58, D3= 0 and D4= 2.11
 For the Mean:
Upper control Limit: Grand mean + A2* Average range = 79.96+ 0.58*1.87 = 81.04
Lower control Limit: Grand mean - A2* Average range = 79.96- 0.58*1.87 = 78.88
For the Range:
UCL = D4* average range = 2.11*1.87 = 3.95
LCL = D3* Average range = 0
Decision: All the mean and range of the given data are lies between the UCL and LCL resp so
we can say that the process is in control.

7 Solution

Day 1 2 3 4 5 6 7 8 9 10 11 12 13 14
Number of
complaints 4 10 14 8 9 6 5 12 13 7 6 4 2 10

Average compliant = ∑number of compliant / 14 = 7.857

Now calculating three sigma control limits:

Upper control limit: average complaint + 3 * √𝐴𝑣𝑒𝑟𝑎𝑔𝑒 𝑐𝑜𝑚𝑝𝑙𝑖𝑎𝑛𝑡 = 7.857 + 3*√7.857 =

16.266

Lower control Limit: average complaint - 3 * √𝐴𝑣𝑒𝑟𝑎𝑔𝑒 𝑐𝑜𝑚𝑝𝑙𝑖𝑎𝑛𝑡 = 7.857 - 3*√7.857 = 0

(computed value is -5.079 but Limit will not be in the negative so we assume the value 0)
Decision: Since all the values are within the limit of UCL and LCL so we say that the process is
in control.
13(a) Solution

We are supposed to solve the problem of A only.

Observation by A/B and U/D
Above/
Below UP/down
A
B D,D
A U
B D
A U
B D,D
A U
B D
A U,U
B D
A U,U,U
B D,D,D
A U
B D
A U
B D
A U
B D

Number of observation for A/B = r= 18

Number of Observation for U/D = r’ = 17
 For median Test:
Number of runs r= 18
Total number of sample N= 26
Expected E= N/2 +1 = 14

Standard deviation σ: √(𝑁 − 1)/4= 2.5

Z- Value = (r- E)/ σ = 18-14/2.5 = 1.8
For Up/Down Test:
Number of Observation: r’ = 17
N= 26
Expected number = 2N-1/3 = 17

Standard Deviation: √(16𝑁 − 29)/90 = 2.07

Z – Value = 17- 17/2.07 = 0
Decision: By analyzing the Median test and Up down test we conclude that nonrandom variation
are not probably present in the data and hence, the process is in the control

14 a solution.

Observation 1 2 3 4 5 6 7 8 9 10 11 12 13 14

Number of defects 4 10 14 8 9 6 5 12 13 7 6 4 2 10

Since the median is not given, we have to calculate

Arranging the data in increasing order as:

2 4 4 5 6 6 7 8 9 10 10 12 13 14

Median = (n+1/2) th term = 15/2 = 7.5

Now median= 7+8 / 2 = 7+8/2= 7.5
Next, the code observation using A/B and U/D

Sample A/B Number of U/D

Defective
1 B 4
2 A 10 U
3 A 14 U
4 A 8 D
5 A 9 U
6 D 6 D
7 D 5 D
8 A 12 U
9 A 13 U
10 B 7 D
11 B 6 D
12 B 4 D
13 B 2 D
14 A 10 U

For Median For Up/Down

Number of runs observed r= 6 Number of runs observed r= 7
Expected E= N/2 +1 = 8 Expected number = 2N-1/3 = 9

Standard deviation σ: √(𝑁 − 1)/4= 1.80 Standard Deviation: √(16𝑁 − 29)/90 = 1.47
Z- Value = (r- E)/ σ = 6-8/1.8= -1.11 Z – Value = 7- 9/1.47 = -1.36

Decision: The value of median test and UP/Down is lies between the values of +2 to – 2 so the test
does not reveal any pattern. Hence the process is in the control. There are random variation are
present.
22. Solution
Machine Standard Job specification Specification Capability Capable
Deviation(in) Width cp
001 0.02 0.05 0.1 0.833333 No
002 0.04 0.07 0.14 0.583333 No
003 0.1 0.18 0.36 0.6 No
004 0.05 0.15 0.3 1 No
005 0.01 0.04 0.08 1.333333 Yes

Specification Width = 2*job specification

Capability = specification width / 6* standard deviation
In order to capable, Cp= must be at least 1.33
Decision: The machine 005 is only capable to process because it capability is 1.33.