Chapter 6 - Statistical Quality

Control

Operations Management
by
R. Dan Reid & Nada R. Sanders
4th Edition © Wiley 2010
PowerPoint Presentation by R.B. Clough – UNH
M. E. Henrie - UAA

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Three SQC Categories
 Statistical quality control (SQC) is the term used to describe
the set of statistical tools used by quality professionals
 SQC encompasses three broad categories of;
 Descriptive statistics
 e.g. the mean, standard deviation, and range
 Statistical process control (SPC)
 Involves inspecting the output from a process
 Quality characteristics are measured and charted
 Helpful in identifying in-process variations
 Acceptance sampling used to randomly inspect a batch of goods to
determine acceptance/rejection
 Does not help to catch in-process problems

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Sources of Variation
 Variation exists in all processes.
 Variation can be categorized as either;
 Common or Random causes of variation, or
 Random causes that we cannot identify
 Unavoidable
 e.g. slight differences in process variables like diameter, weight, service
time, temperature

 Assignable causes of variation

 Causes can be identified and eliminated
 e.g. poor employee training, worn tool, machine needing repair

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Traditional Statistical Tools
 Descriptive Statistics
include n
 The Mean- measure of central
tendency x i
x i 1

n
 The Range- difference
between largest/smallest

 x 
observations in a set of data n
2
i X
 Standard Deviation measures
the amount of data dispersion σ i 1
around mean n 1
 Distribution of Data shape
 Normal or bell shaped or
 Skewed

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Distribution of Data
 Normal distributions  Skewed distribution

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 SPC Methods-Control Charts
 Control Charts show sample data plotted on a graph with CL,
UCL, and LCL
 Control chart for variables are used to monitor characteristics
that can be measured, e.g. length, weight, diameter, time
 Control charts for attributes are used to monitor
characteristics that have discrete values and can be counted, e.g.
% defective, number of flaws in a shirt, number of broken eggs in
a box

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 Setting Control Limits
 Percentage of values  Control limits balance
under normal curve risks like Type I error

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 Control Charts for Variables
 Use x-bar and R-bar
charts together
 Used to monitor
different variables
 X-bar & R-bar Charts
reveal different
problems
 In statistical control on
one chart, out of control
on the other chart? OK?

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Control Charts for Variables
 Use x-bar charts to monitor the
changes in the mean of a process
(central tendencies)
 Use R-bar charts to monitor the
dispersion or variability of the process
 System can show acceptable central
tendencies but unacceptable variability or
 System can show acceptable variability
but unacceptable central tendencies

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 Constructing a X-bar Chart: A quality control inspector at the Cocoa
Fizz soft drink company has taken three samples with four observations
each of the volume of bottles filled. If the standard deviation of the
bottling operation is .2 ounces, use the below data to develop control
charts with limits of 3 standard deviations for the 16 oz. bottling operation.

observ 1 observ 2 observ 3 observ 4 mean range

samp 1 15.8 16 15.8 15.9 15.88 0.2
samp 2 16.1 16 15.8 15.9 15.95 0.3
samp 3 16 15.9 15.9 15.8 15.90 0.2

x 1  x 2  ...x n σ
x , σx 
k n
 Center line and control
where (k) is the # of sample means and (n)
limit formulas
is the # of observations w/in each sample
UCL x  x  zσ x

LCL x  x  zσ x

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Solution and Control Chart (x-bar)
 Center line (x-double bar):

15.875  15.975  15.9

x  15.92
3
 Control limits for±3σ limits:
 .2 
UCL x  x  zσ x  15.92  3   16.22
 4
 .2 
LCL x  x  zσ x  15.92  3   15.62
 4

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X-Bar Control Chart

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 Control Chart for Range (R)
 Center Line and Control Limit  Factors for three sigma control limits
formulas: Sample Size
Factor for x-Chart Factors for R-Chart

(n) A2 D3 D4
2 1.88 0.00 3.27
0.2  0.3  0.2 3 1.02 0.00 2.57
R  .233 4 0.73 0.00 2.28
3
5 0.58 0.00 2.11
6 0.48 0.00 2.00
UCLR  D4 R  2.28(.233)  .53 7 0.42 0.08 1.92
8 0.37 0.14 1.86
LCLR  D3 R  0.0(.233)  0.0 9 0.34 0.18 1.82
10 0.31 0.22 1.78
11 0.29 0.26 1.74
12 0.27 0.28 1.72
13 0.25 0.31 1.69
14 0.24 0.33 1.67
15
© Wiley 2010 0.22 0.35 1.65
R-Bar Control Chart

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Second Method for the X-bar Chart Using
R-bar and the A2 Factor (table 6-1)
 Use this method when sigma for the process
distribution is not know
 Control limits solution:
0.2  0.3  0.2
R  .233
3

UCL x  x  A 2 R  15.92   0.73 .233  16.09

LCL x  x  A 2 R  15.92   0.73 .233  15.75

© Wiley 2010
Control Charts for Attributes i.e. discrete events

 Use a P-Chart for yes/no or good/bad

decisions in which defective items are
clearly identified
 Use a C-Chart for more general counting
when there can be more than one
defect per unit
 Number of flaws or stains in a carpet sample cut from a
production run
 Number of complaints per customer at a hotel

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 P-Chart Example: A Production manager for a tire company has
inspected the number of defective tires in five random samples
with 20 tires in each sample. The table below shows the number of
defective tires in each sample of 20 tires. Calculate the control
limits.

Sample Number Number of Proportion

of Tires in Defective
 Solution:
Defective each
Tires Sample
1 3 20 .15 # Defectives 9
CL  p    .09
2 2 20 .10 Total Inspected 100
3 1 20 .05 p(1  p) (.09)(.91)
σp    0.64
4 2 20 .10 n 20

5 1 20 .05 UCLp  p  z σ p   .09  3(0.64)  .282

Total 9 100 .09 LCLp  p  z  σ p   .09  3(0.64)  .102  0

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P- Control Chart

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 C-Chart Example: The number of weekly customer
complaints are monitored in a large hotel using a
c-chart. Develop three sigma control limits using the
data table below.

Week Number of  Solution:

Complaints
1 3
2 2 # complaints 22
3 3
CL  c    2.2
# of samples 10
4 1
5 3 UCLc  c  z c  2.2  3 2.2  6.65
6 3
LCLc  c  z c  2.2  3 2.2  2.25  0
7 2
8 1
9 3
10 1
Total 22 © Wiley 2010
C- Control Chart

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 Out of control conditions indicated by:

Skewed distribution
Data Point out of limits

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 Process Capability
 Product Specifications
 Preset product or service dimensions, tolerances
 e.g. bottle fill might be 16 oz. ±.2 oz. (15.8oz.-16.2oz.)
 Based on how product is to be used or what the customer expects
 Process Capability – Cp and Cpk
 Assessing capability involves evaluating process variability relative to
preset product or service specifications
 Cp assumes that the process is centered in the specification range
specification width USL  LSL
Cp  
process width 6σ
 Cpk helps to address a possible lack of centering of the process
 USL  μ μ  LSL 
Cpk  min ,
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 3σ 3σ 
Relationship between Process
Variability and Specification Width
 Possible ranges for Cp
 Cp < 1, as in Fig. (b), process not
capable of producing within
specifications

 Cp ≥ 1, as in Fig. (c), process

exceeds minimal specifications

 One shortcoming, Cp assumes

that the process is centered on
the specification range

 Cp=Cpk when process is centered

© Wiley 2010
 Computing the Cp Value at Cocoa Fizz: three bottling
machines are being evaluated for possible use at the Fizz plant.
The machines must be capable of meeting the design
specification of 15.8-16.2 oz. with at least a process
capability index of 1.0 (Cp≥1)

 The table below shows the information  Solution:

gathered from production runs on each
machine. Are they all acceptable?
 Machine A
USL  LSL .4
Cp   1.33
6σ 6(.05)
Machine σ USL-LSL 6σ
 Machine B
A .05 .4 .3 USL  LSL .4
Cp   0.67
6σ 6(.1)
B .1 .4 .6  Machine C

C .2 .4 1.2 USL  LSL .4

Cp   0.33
6σ 6(.2)

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Computing the Cpk Value at Cocoa Fizz
 Design specifications call for a
target value of 16.0 ±0.2 OZ.
(USL = 16.2 & LSL = 15.8)
 Observed process output has now
shifted and has a µ of 15.9 and a
σ of 0.1 oz.
 16.2  15.9 15.9  15.8 
Cpk  min , 
 3(.1) 3(.1) 
.1
Cpk   .33
.3
 Cpk is less than 1, revealing that
the process is not capable
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 ±6 Sigma versus ± 3 Sigma
 Motorola coined “six-sigma” to  PPM Defective for ±3σ
describe their higher quality versus ±6σ quality
efforts back in 1980’s
 Ordinary quality standard
requiring mean±3σ to be within
tolerances implies that 99.74% of
production is between LSL and
USL
 Six sigma is much stricter: mean
±6σ must be within tolerances
implying that 99.99966%
production between LSL and USL
 same proportions apply to control
limits in control charts
 Six-sigma quality standard is now
a benchmark in many industries
© Wiley 2010
 Six Sigma
Six Sigma Still Pays Off At Motorola
It may surprise those who have come to know Motorola (MOT ) for its
cool cell phones, but the company's more lasting contribution to the
world is something decidedly more wonkish: the quality-improvement
process called Six Sigma. In 1986 an engineer named Bill Smith, who has
since died, sold then-Chief Executive Robert Galvin on a plan to strive for
error-free products 99.9997% of the time. By Six Sigma's 20th
anniversary, the exacting, metrics-driven process has become corporate
gospel, infiltrating functions from human resources to marketing, and
industries from manufacturing to financial services.
Others agree that Six Sigma and innovation don't have to be a cultural
mismatch. At Nortel Networks (NT ), CEO Mike S. Zafirovski, a veteran of
both Motorola and Six Sigma stalwart General Electric (GE ) Co., has
installed his own version of the program, one that marries concepts from
Toyota Motor (TM )'s lean production system. The point, says Joel
Hackney, Nortel's Six Sigma guru, is to use Six Sigma thinking to take
superfluous steps out of operations. Running a more efficient shop, he
argues, will free up workers to innovate.

http://www.businessweek.com/magazine/content/06_49/b4012069.htm?chan=search
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Acceptance Sampling
 Definition: the third branch of SQC refers to the
process of randomly inspecting a certain number of
items from a lot or batch in order to decide whether to
accept or reject the entire batch
 Different from SPC because acceptance sampling is
performed either before or after the process rather
than during
 Sampling before typically is done to supplier material
 Sampling after involves sampling finished items before shipment
or finished components prior to assembly
 Used where inspection is expensive, volume is high, or
inspection is destructive

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Acceptance Sampling Plans
 Goal of Acceptance Sampling plans is to determine the criteria
for acceptance or rejection based on:
 Size of the lot (N)
 Size of the sample (n)
 Number of defects above which a lot will be rejected (c)
 Level of confidence we wish to attain
 There are single, double, and multiple sampling plans
 Which one to use is based on cost involved, time consumed, and cost of
passing on a defective item
 Can be used on either variable or attribute measures, but more
commonly used for attributes

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Implications for Managers
 How much and how often to inspect?
 Consider product cost and product volume
 Consider process stability
 Consider lot size
 Where to inspect?
 Inbound materials
 Finished products
 Prior to costly processing
 Which tools to use?
 Control charts are best used for in-process production
 Acceptance sampling is best used for inbound/outbound

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SQC in Services
 Service Organizations have lagged behind
manufacturers in the use of statistical quality control
 Statistical measurements are required and it is more
difficult to measure the quality of a service
 Services produce more intangible products
 Perceptions of quality are highly subjective
 A way to deal with service quality is to devise
quantifiable measurements of the service element
 Check-in time at a hotel
 Number of complaints received per month at a restaurant
 Number of telephone rings before a call is answered
 Acceptable control limits can be developed and charted

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 Service at a bank: The Dollars Bank competes on customer service and
is concerned about service time at their drive-by windows. They recently
installed new system software which they hope will meet service
specification limits of 5±2 minutes and have a Capability Index (Cpk) of
at least 1.2. They want to also design a control chart for bank teller use.

 They have done some sampling recently (sample size of 4

customers) and determined that the process mean has
shifted to 5.2 with a Sigma of 1.0 minutes.
USL  LSL 7-3
Cp   1.33
6σ  1.0 
6 
 4
 5.2  3.0 7.0  5.2 
Cpk  min , 
 3(1/2) 3(1/2) 
1.8
Cpk   1.2
1.5
 Control Chart limits for ±3 sigma limits
 1 
UCLx  X  zσ x  5.0  3   5.0  1.5  6.5 minutes
 4
 1 
LCL x  X  zσ x  5.0  3   5.0  1.5  3.5 minutes
 4
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SQC Across the Organization
 SQC requires input from other organizational
functions, influences their success, and are actually
used in designing and evaluating their tasks
 Marketing – provides information on current and future
quality standards
 Finance – responsible for placing financial values on SQC
efforts
 Human resources – the role of workers change with SQC
implementation. Requires workers with right skills
 Information systems – makes SQC information accessible for
all.

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 There’s $$ is SQC!

“I also discovered that the work I had done for

Motorola in my first year out of college had a name.
I was doing Operations Management, by
measuring service quality for paging by using
statistical process control methods.”

-Michele Davies, Businessweek MBA Journals, May 2001

http://www.businessweek.com/bschools/mbajournal/00davies/6.htm?chan=search

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 ..and Long Life?
http://www.businessweek.com/magazine/content/04_35/b3897017_mz072.htm?chan=search

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 Chapter 6 Highlights
 SQC refers to statistical tools t hat can be sued by quality
professionals. SQC an be divided into three categories:
traditional statistical tools, acceptance sampling, and
statistical process control (SPC).
 Descriptive statistics are sued to describe quality
characteristics, such as the mean, range, and variance.
Acceptance sampling is the process of randomly inspecting
a sample of goods and deciding whether to accept or reject
the entire lot. Statistical process control involves inspecting
a random sample of output from a process and deciding
whether the process in producing products with
characteristics that fall within preset specifications.

© Wiley 2010
 Chapter 6 Highlights -
continued
 Two causes of variation in the quality of a product or process:
common causes and assignable causes. Common causes of variation
are random causes that we cannot identify. Assignable causes of
variation are those that can be identified and eliminated.

 A control chart is a graph used in SPC that shows whether a sample of

data falls within the normal range of variation. A control chart has
upper and lower control limits that separate common from assignable
causes of variation. Control charts for variables monitor
characteristics that can be measured and have a continuum of values,
such as height, weight, or volume. Control charts fro attributes are
used to monitor characteristics that have discrete values and can be
counted.

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 Chapter 6 Highlights -
continued
 Control charts for variables include x-bar and R-charts. X-
bar charts monitor the mean or average value of a product
characteristic. R-charts monitor the range or dispersion of
the values of a product characteristic. Control charts for
attributes include p-charts and c-charts. P-charts are used
to monitor the proportion of defects in a sample, C-charts
are used to monitor the actual number of defects in a
sample.
 Process capability is the ability of the production process
to meet or exceed preset specifications. It is measured by
the process capability index Cp which is computed as the
ratio of the specification width to the width of the process
variable.

© Wiley 2010
 Chapter 6 Highlights -
continued
 The term Six Sigma indicates a level of quality in
which the number of defects is no more than 2.3
parts per million.
 The goal of acceptance sampling is to determine
criteria for the desired level of confidence.
Operating characteristic curves are graphs that
show the discriminating power of a sampling plan.
 It is more difficult to measure quality in services
than in manufacturing. The key is to devise
quantifiable measurements for important service
dimensions.
© Wiley 2010
 The End
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