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ChapterNineQualityControlandImprovement OperationsManagementContemporaryConceptsandCases5 e ChapterNineOutline DesignofQualityControlSystemsProcessQualityControlAttributeControlVariablesControlUsingControlChartsProcessCapabilityContinuousImprovementSixSigmaLeanandSixSigmaQualityControlandImprovementinIndustry ChapterEmphasis ProcessdefinitionStatisticalqualitycontrolContinuousimprovement DesignofQualityControlSystems Breakdownproductionprocessintosubprocessesand internalcustomers Identify criticalpoints whereinspectionormeasurementshouldtakeplaceFourstepsindesigningQCsystems StepsinDesigningQCSystems IdentifycriticalpointsIncomingmaterials servicesWorkinprocessFinishedproductorserviceDecideonthetypeofmeasurementVariablesAttributeDecideontheamountofinspectiontobeusedDecidewhoshoulddotheinspection TypesOfMeasurement AttributemeasurementProduct servicecharacteristicevaluatedwithadiscretechoice Good bad yes noVariablesmeasurementProduct servicecharacteristicthatcanbemeasuredonacontinuousscale Length size weight height time velocity WhentheInspectorFindsaDefect Containment KeepthedefectiveitemsfromgettingtothecustomerCorrection FindthecauseofthedefectandcorrectitPrevention PreventthecausefromhappeningagainContinuouslyimprovethesystem WhentheInspectorFindsaDefecte g Straponbackpackcomesloose Containment pullthebadbackpacksfromtheproductionlineCorrection sewingmachinemisaligned fixitPrevention whywasitmisaligned Findoutandchangesystemtopreventithappeningagain mayrequireadditionaltrainingContinuouslymonitorandimprovesystem ProcessQualityControl Basicassumptions tenets ofProcessQualityControl EveryprocesshasrandomvariationProductionprocessesarenotusuallyinastateofcontrol StateofControl whatdoesitmean UnnecessaryvariationiseliminatedRemainingvariationisbecauseofrandomcauses It sourjobtodrivetherandomnessout BillJames statisticianfortheBostonRedSox WallStreetJournal 20June2007 p D7 ProcessQualityControl Assignable special causesCanbeidentifiedandcorrectedCommoncausesOccurrandomlyCannotbechangedunlessprocessisredesigned ProcessControlChart Figure9 1 x y Time QualityControlChart Temperature HumidityControlinaMuseum Attributes Variables Attributesarecounts suchasthenumber orproportion ofdefectsinasampleVariablesaremeasures mean rangeorstandarddeviation ofcriticalcharacteristicsinasample FormulasforSPC 3Sigma p Chartx BarChartR Chart 9 15 IssuesinUsingControlCharts SamplesizeLargeenoughtodetectdefectivesVariablescanusesmallersamplesizesHowoftentosample Dependsuponcost productionrateControllimitsvs productspecificationsIstheprocesscapableofproducingtospecs Arethespecificationsappropriate ProcessCapabilityIndexExamples Figure9 3 frequency processmeasure processmeasure ComputationofCpk Figure9 4 frequency processmeasure processmeasure ContinuousImprovement AimofcontinuousimprovementistoreducethevariabilityoftheproductorprocessProcesseswithstrategicimportanceandlowprocesscapabilityshouldbeselectedfirstforimprovementUseseventoolsofqualitycontrol SevenToolsofQualityControl SeeFigure9 5 FlowchartCheckSheetHistogramParetoChartCause and Effect fishboneorIshikawa DiagramScatter x y DiagramControlChart SevenToolsofQualityControl BatteryManufacturerinNWOhioin6weeksin2004 usingonlythe7toolsofquality decreaseddefectivesfrom7 2per100to2 6per100 ParetoAnalysis Note 40percentoftheitemscause78 6percentofthedefects ParetoDiagram Figure9 6 Cause and Effect fishbone Ishikawa Diagram Figure9 7 Six SigmaQuality PioneeredbyMotorolain1988 Juranclaimedcreditfortheidea 3 4defectspermillionSamplesizerulesbecomeunusableMostprocessare4sigma e g payroll prescriptions baggagehandling journalvouchers restaurantbillsAirlinefatalitiesare6 4sigmaIRStaxadviceislessthan2sigmaCriticism accepts3 4defects million Isnotzerodefects SixSigmaQuality ProcessImprovementstepsofSixSigma DMAIC DefineMeasureAnalyzeImproveControl SixSigmaQuality SixSigmausesaproject teamapproachAprocessisselectedforimprovementAcross functionalteamisformedAsixsigma blackbelt ischosentoheadtheteamTheteamusestheDMAICmethodforfindingrootcausesandimprovingtheprocess LeanandSixSigma Arecomplementaryapproachestoimprovement LeanseekstoeliminatewasteSixsigmaseekstoeliminatedefectsSixsigmaorganizationismoreformalandtrainingintensiveSixsigmaisprojectfocused leanismorebroadbased QualityControlandImprovementinIndustry 75 useprocesscontrolchartsMoreuseofvariable x barandR chartsthanattribute p chartsbecauseofsamplesizerequirementsSixSigmarapidlygainingacceptanceQualitycontrolintheserviceindustry
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