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Lecture Outline
Basics of Statistical Process Control Control Charts Control Charts for Attributes Control Charts for Variables Control Chart Patterns SPC with Excel Process Capability
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monitoring production process to detect and prevent poor quality subset of items produced to use for inspection process is within statistical control limits
UCL
Sample
LCL
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Variability
Random
Non-Random
common causes inherent in a process can be eliminated only through improvements in the system
special causes due to identifiable factors can be modified through operator or management action
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SPC in TQM
SPC
Technique for identifying problems and make improvements contributes to the TQM goal of continuous improvements
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Quality Measures
Attribute
An attribute is a product characteristic such as color, surface texture, cleanliness, or perhaps smell or taste. Attributes can be evaluated quickly with a discrete response such as good or bad, acceptable or not, or yes or no. An attribute evaluation is sometimes referred to as a qualitative classification, since the response is not measured.
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Quality Measures
Attribute
Even if quality specifications are complex and extensive, a simple attribute test might be used to determine whether or not a product or service is defective. For example, an operator might test a light bulb by simply turning it on and seeing if it lights. If it does not, it can be examined to find out the exact technical cause for failure, but for SPC purposes, the fact that it is defective has been determined.
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Quality Measures
Variable
A variable measure is a product characteristic that is measured on a continuous scale such as length, weight, temperature, or time. For example, the amount of liquid detergent in a plastic container can be measured to see if it conforms to the companys product specifications. Or the time it takes to serve a customer at McDonalds can be measured to see if it is quick enough.
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Quality Measures
Variable
Since a variable evaluation is the result of some form of measurement, it is sometimes referred to as a quantitative classification method. Because it is a measurement, a variable classification typically provides more information about the productthe weight of a product is more informative than simply saying the product is good or bad.
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timeliness and quickness of care, staff responses to requests, accuracy of lab tests, cleanliness, courtesy, accuracy of paperwork, speed of admittance and checkouts waiting time to check out, frequency of out-of-stock items, quality of food items, cleanliness, customer complaints, checkout register errors
Grocery stores
Airlines
flight delays, lost luggage and luggage handling, waiting time at ticket counters and check-in, agent and flight attendant courtesy, accurate flight information, passenger cabin cleanliness and maintenance
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waiting time for service, customer complaints, cleanliness, food quality, order accuracy, employee courtesy order accuracy, operator knowledge and courtesy, packaging, delivery time, phone order waiting time
Catalogue-order companies
Insurance companies
billing accuracy, timeliness of claims processing, agent availability and response time
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at the beginning of a process because it is a waste of time and money to begin production process with bad supplies before a costly or irreversible point, after which product is difficult to rework or correct before and after assembly or painting operations that might cover defects before the outgoing final product or service is delivered
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Control Charts
A graph that establishes control limits of a process Control limits
Types of charts
Attributes
p-chart c-chart
Variables
range (R-chart) mean (x bar chart)
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10
Sample number
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Normal Distribution
95% 99.74% -3 -2 -1 =0 1 2 3
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Sigma Limits
Occasionally, z is equal to 2.00 but most frequently is 3.00. A z value of 2.00 corresponds to an overall normal probability of 95%, and z 3.00 corresponds to a normal probability of 99.73%. The smaller the value of z, the more narrow the control limits are and the more sensitive the chart is to changes in the production process. Control charts using z 2.00 are often referred to as having 2-sigma (2) limits (referring to two standard deviations), whereas z 3.00 means 3-sigma (3) limits.
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A Process Is in Control If
1. no sample points outside limits 2. most points near process average 3. about equal number of points above and below centerline 4. points appear randomly distributed
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c-charts
uses number of defects in an item
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p-Chart
UCL = p + zp LCL = p - zp
z = number of standard deviations from process average p = sample proportion defective; an estimate of process average p = standard deviation of sample proportion p(1 - p) n
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p =
p-Chart Example
The Western Jeans Company produces denim jeans. The company wants to establish a p-chart to monitor the production process and maintain high quality. Western believes that approximately 99.74% of the variability in the production process (corresponding to 3-sigma limits,or z 3.00) is random and thus should be within control limits, whereas 0.26% of the process variability is not random and suggests that the process is out of control. The company has taken 20 samples (one per day for 20 days), each containing 100 pairs of jeans (n =100), and inspected them for defects, the results of which are as follows.
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p-Chart Example
SAMPLE NUMBER OF DEFECTS PROPORTION DEFECTIVE
1 2 3 : : 20
6 0 4 : : 18 200
p-Chart Example
The proportion defective for the population is not known. The company wants to construct a p-chart to determine when the production process might be out of control. Solution Since p is not known, it can be estimated from the total sample:
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p(1 - p) = 0.10 - 3 n
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0.20 0.18 0.16 Proportion defective 0.14 0.12 0.10 0.08 0.06 0.04 0.02 2 LCL = 0.010 4 6 8 10 12 14 Sample number 16 18 20 p = 0.10 UCL = 0.190
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p-Chart Example
The process was below the lower control limits for sample 2 (i.e., during day 2). Although this could be perceived as a good result since it means there were very few defects, it might also suggest that something was wrong with the inspection process during that week that should be checked out. If there is no problem with the inspection process, then management would want to know what caused the quality of the process to improve. Perhaps better denim material from a new supplier that week or a different operator was working. The process was above the upper limit during day 19. This suggests that the process may not be in control and the cause should be investigated. The cause could be defective or maladjusted machinery, a problem with an operator, defective materials (i.e., denim cloth), or a number of other correctable 4-26 problems.
p-Chart Example
In fact, there is an upward trend in the number of defectives throughout the 20-day test period. The process was consistently moving toward an out-of-control situation. This trend represents a pattern in the observations, which suggests a nonrandom cause. If this was the actual control chart used to monitor the process (and not the initial chart), it is likely this pattern would have indicated an out-of-control situation before day 19, which would have alerted the operator to make corrections.
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c-Chart
UCL = c + zc LCL = c - zc
where
c =
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c-Chart Example
The Ritz Hotel has 240 rooms. The hotels housekeeping department is responsible for maintaining the quality of the rooms appearance and cleanliness. Each individual housekeeper is responsible for an area encompassing 20 rooms. Every room in use is thoroughly cleaned and its supplies, toiletries, and so on are restocked each day. Any defects that the housekeeping staff notice that are not part of the normal housekeeping service are supposed to be reported to hotel maintenance. Every room is briefly inspected each day by a housekeeping supervisor. However, hotel management also conducts inspection tours at random for a detailed, thorough inspection for quality-control purposes. 4-29
c-Chart Example
The management inspectors not only check for normal housekeeping service defects like clean sheets, dust, room supplies, room literature, or towels, but also for defects like an inoperative or missing TV remote, poor TV picture quality or reception, defective lamps, a malfunctioning clock, tears or stains in the bedcovers or curtains, or a malfunctioning curtain pull. An inspection sample includes 12 rooms, that is, one room selected at random from each of the twelve 20-room blocks serviced by a housekeeper. Following are the results from 15 inspection samples conducted at random during a onemonth period:
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c-Chart Example
The hotel believes that approximately 99% of the defects (corresponding to 3-sigma limits) are caused by natural, random variations in the housekeeping and room maintenance service, with 1% caused by nonrandom variability. They want to construct a c-chart to monitor the housekeeping service.
Solution Because c, the population process average, is not known, the sample estimate, , can be used instead:
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c-Chart (cont.)
Number of defects in 15 sample rooms
SAMPLE
NUMBER OF DEFECTS
1 2 3
12 8 16
: :
15
: :
15 190
12.67
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24
UCL = 23.35
21
18 15 12 9 6 3
Number of defects
c = 12.67
c-Chart (cont.)
LCL = 1.99
10
12
14
16
Sample number
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c-Chart Example
All the sample observations are within the control limits, suggesting that the room quality is in control. This chart would be considered reliable to monitor the room quality in the future.
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x-bar Chart
x1 + x2 + ... xk = x= k = UCL = x + A2R
where = x = average of sample means
= LCL = x - A2R
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SAMPLE k
1 2 3 4 5 6 7 8 9 10
1
5.02 5.01 4.99 5.03 4.95 4.97 5.05 5.09 5.14 5.01
2
5.01 5.03 5.00 4.91 4.92 5.06 5.01 5.10 5.10 4.98
3
4.94 5.07 4.93 5.01 5.03 5.06 5.10 5.00 4.99 5.08
4
4.99 4.95 4.92 4.98 5.05 4.96 4.96 4.99 5.08 5.07
5
4.96 4.96 4.99 4.89 5.01 5.03 4.99 5.08 5.09 4.99
x
4.98 5.00 4.97 4.96 4.99 5.01 5.02 5.05 5.08 5.03 50.09
R
0.08 0.12 0.08 0.14 0.13 0.10 0.14 0.11 0.15 0.10 1.15
Example 15.4
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Approach:1
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where is the average of the sample means and is the average range value. A2 is a tabular value that is used to establish the control limits. Values of A2 are included in Appendix. They were developed specifically for determining the control limits for x-charts and are comparable to three-standard deviation (3) limits. These table values are frequently used to develop control charts.
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5.10 5.08 5.06 5.04 Mean 5.02 5.00 4.98 4.96 4.94 4.92 LCL = 4.94 UCL = 5.08
= = 5.01 x
| 1
| 2
| 3
| | | | 4 5 6 7 Sample number
| 8
| 9
| 10
Notice that the process is on the UCL for sample 9; in fact, samples 4 to 9 show an upward trend. This would suggest that the process variability is subject to nonrandom 4-42 causes and should be investigated.
R- Chart
UCL = D4R LCL = D3R R k
R=
R-Chart Example
OBSERVATIONS (SLIP-RING DIAMETER, CM)
SAMPLE k
1 2 3 4 5 6 7 8 9 10
1
5.02 5.01 4.99 5.03 4.95 4.97 5.05 5.09 5.14 5.01
2
5.01 5.03 5.00 4.91 4.92 5.06 5.01 5.10 5.10 4.98
3
4.94 5.07 4.93 5.01 5.03 5.06 5.10 5.00 4.99 5.08
4
4.99 4.95 4.92 4.98 5.05 4.96 4.96 4.99 5.08 5.07
5
4.96 4.96 4.99 4.89 5.01 5.03 4.99 5.08 5.09 4.99
x
4.98 5.00 4.97 4.96 4.99 5.01 5.02 5.05 5.08 5.03 50.09
R
0.08 0.12 0.08 0.14 0.13 0.10 0.14 0.11 0.15 0.10 1.15
Example 15.3
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R 1.15 R= = = 0.115 k 10
Example 15.3
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LCL
Zone B
= 1 1 sigma = x + 3 (A2R)
Zone C
= 1 sigma = x - 1 (A2R) 3
Zone B
= 2 sigma = x - 2 (A2R) 3
Zone A LCL
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13
= 3 sigma = x - A2R
Sample number
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8 consecutive points on one side of the center line 8 consecutive points up or down across zones 13 points alternating up or down 2 out of 3 consecutive points in zone A but still inside the control limits 4 out of 5 consecutive points in zone A or B
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Sample Size
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UCL=0.19
LCL=0.01
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Process Capability
Tolerances
design specifications reflecting product requirements range of natural variability in a process what we measure with control charts
Process capability
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Process Capability
Design Specifications (a) Natural variation exceeds design specifications; process is not capable of meeting specifications all the time.
Process Design Specifications (b) Design specifications and natural variation the same; process is capable of meeting specifications most of the time. Process
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Computing Cp
Net weight specification = 9.0 oz 0.5 oz Process mean = 8.80 oz Process standard deviation = 0.12 oz upper specification limit lower specification limit Cp = 6 9.5 - 8.5 = = 1.39 6(0.12)
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Cpk = minimum
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Computing Cpk
Net weight specification = 9.0 oz 0.5 oz Process mean = 8.80 oz Process standard deviation = 0.12 oz
= x - lower specification limit , 3 = upper specification limit - x 3
Cpk = minimum
= minimum
Fact ors
Return
4-64
Discussion
Session
Thank
You