17- 1
Chapter
Seventeen
McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
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Chapter Seventeen
Statistical Quality Control
GOALS
When you have completed this chapter, you will be able
ONE
to:
Discuss the role of quality control in production and service
operations.
TWO
Define and understand the terms chance causes, assignable
cause, in control and out of control, and variable.
THREE
Construct and interpret a Pareto chart.
FOUR
Construct and interpret a Fishbone diagram.
Goals
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Chapter Seventeen continued
Statistical Quality Control
GOALS
When you have completed this chapter, you will be able
to:
FIVE
Construct and interpret a mean chart and a range chart.
SIX
Construct and interpret a percent defective chart and a c-bar
chart.
SEVEN
Discuss acceptance sampling.
EIGHT
Construct an operating characteristic curve for various sampling
plans.
Goals
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Statistical Process Control
A collection of strategies,
techniques, and actions taken by
an organization to ensure they
are producing a quality product
or providing a quality service
Statistical Process Control
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Sources of Variation
There is variation
in all parts Chance Variation is
produced by a random in nature and cannot
manufacturing be entirely eliminated.
process.
Assignable Variation is not
random in nature and can be
reduced or eliminated by
investigating the problem and
finding the cause.
Causes of Variation
17- 6
Pareto Analysis
A technique for tallying the
number and type of defects that
happen within a product or service
Produce a
Steps in pareto analysis vertical bar chart
to display data.
Rank the defects in terms
of frequency of occurrence
from largest to smallest.
Tally the type
of defects. Diagnostic Charts: Pareto Chart
The accounting department of a 17- 7
large organization is spending
significant time correcting
travel vouchers submitted by
employees from its numerous
locations. Accounting staff
noted that typical errors
included wrong travel codes,
incorrect employee
identification numbers,
inaccurate math, placing Department staff pulled
expenses on the wrong lines of a sample of 100
the form, and failure to include vouchers and tallied
proper documentation of errors in the various
expenses. categories. Example 1
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Error Type Number found
Wrong codes 60
Incorrect employee 25
identification
number
Inaccurate math 23
Inaccurate form 80
placement
Incomplete 42
documentation
Example 1
continued
17- 9
Error Type Number Percent
Wrong codes 60 26
Incorrect employee 25 11
identification number
Inaccurate math 23 10
Inaccurate form 80 35
placement
Incomplete 42 18
documentation
Total 230 100
Example 1 Pareto table
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Pareto Chart for Voucher Errors
90 100
80 90
70 80
70
60
E 60
Cumulative Percent
50
50
X
Count
40
40
C 30
30
20
E 10
20
10
L Defect
0 -
Inaccurate form Wrong codes Incomplete Incorrect employee Inaccurate math
placement documentation id
Example 1 Pareto Chart
17- 11
Diagnostic Fishbone Chart
Also called cause-and-effect diagram
Helps organize ideas and Problem or effect is
identify relationships
head of fish
Usually considers four
problem areas: methods,
materials, equipment, and
personnel
Identifies factors that Major causes listed on
cause variability left-hand side of diagram
Fishbone chart
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Suppose a family restaurant, such as
those found along an interstate highway,
has recently been experiencing
complaints from customers that the food
being served is cold.
In the following
fishbone diagram,
notice each of the
subcauses are listed as
assumptions. Each of
these subcauses must
be investigated to find
the real problem
regarding the cold food. Example 2
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M e th o d s M a te r ia ls
F o o d h e a te d to
F o o d a t c o rre c t
c o rre c t te m p e ra tu re
s ta r tin g te m p e r a tu r e
F o o d p la c e d u n d e r P a c k a g in g in s u la te s
h e a tin g lig h ts enough
C o m p la in ts
o f c o ld
fo o d
T h e rm o s ta t
E m p lo y e e s o p e r a tin g
w o r k in g p r o p e r ly
e q u ip m e n t c o r r e c tly
H e a t in g lig h ts a t
S e r v e r s d e liv e r
c o r r e c t h e ig h t
fo o d q u ic k ly
E q u ip m e n t P e rs o n n e l
Example 2
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Purpose of Quality-Control Charts
Portray Monitoring
graphically when accomplished by
an assignable periodically
cause enters the selecting a
production random sample
system so that it from the current
can be identified production.
and corrected
Purpose of Quality
Control Charts
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Mean (x-bar) Chart
Designed to control Limits
variables such as How much variation can be
weight or length expected for a given sample size
s s
U CL = X + 3 LCL = X - 3
n n
where X is the mean of the sample means
UCL: upper control limit
LCL: lower control limit Types of Quality Control
Charts-Variables
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Shortcut method for UCL and LCL
UCL X A2 R and LCL X A2 R
where X is the mean of the sample means
R is the mean of the sample ranges
A2 is a constant used in computing the
upper and lower control limits, factors
found in Appendix B.
Shortcut method
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Range Chart
Designed to show whether the overall range
of measurements is in or out of control
UCL D4 R and LCL D3 R
Types of Quality Control
Charts-Variables
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Hour #mm. #mm. #mm. #mm.
1 23 24 26 28
2 26 24 30 27
3 24 32 26 27
4 24 28 31 26
5 25 24 25 27
A manufacturer of chair wheels wishes to maintain
the quality of the manufacturing process. Every 15
minutes, for a five hour period, a wheel is selected
and the diameter measured. Given are the diameters
(in mm.) of the wheels.
Example 3
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Grand Mean
EXAMPLE 3 continued
Mean and Range
(25.25+26.75+...+25.25)
5 Table
= 26.35 Hour X R
UCL and LCL for Mean
1 25.3 5
UCL=26.35+.729(5.8)=30.58 2 26.8 6
LCL=26.35-.729(5.8)=22.12 3 27.3 8
Mean UCL and 4 27.3 7
Range LCL for the 5 25.3 3
(5+6+...+3) range
5 diameter UCL=2.282(5.8) = 13.24
=5.8 LCL=2.282(0) = 0
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Mean Chart for Diameters
30
UCL=30.58
28
Sample Means
Mean=26.35
UCL = 30.58
26
24 LCL=22.12
22
20
1 2 3 4 5
Hours
No points outside limits:
Process in control
Example 3 continued
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Range Charts for Diameters
14
UCL = 13.24
12
Sample Range
10 Mean =5.8
8
6 LCL = 0
4
2
0
1 2 3 4 5
Hour
No points outside limits:
Process in control Example 3
continued
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Percent Defective Chart
(p-chart or p-bar chart)
The UCL and LCL Graphically shows
computed as the the proportion of the
mean percent production that is
defective plus or not acceptable (p)
minus 3 times the
standard error of the Sum of the percent defectives
p
percents Number of samples
p(1 p)
UCL and LCL p 3
n Types of Quality Control
Charts-Attributes
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A manufacturer of
running shoes wants to
establish control limits
for the percent
defective. Ten
samples of 400 shoes
revealed the mean
.08(1.08) percent defective was
.08 3 8.0% Where should
400
the manufacturer set
.08.041 the control limits?
Example 4
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C-chart (c-bar chart)
Designed to
monitor the UCL and LCL found by
number of
defects per UCL and LCL c 3 c
unit
Types of Quality Control
Charts-Attributes
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A manufacturer of
computer circuit
boards tested 10
after they were
manufactured. The
number of defects
obtained per circuit
board were: 5, 3, 4,
0, 2, 2, 1, 4, 3, and 2. c 26 / 10 2.6
Construct the
appropriate control UCL and LCL 2.6 3 2.6
limits. 2.6 4.84
Example 5
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c-bar chart for Number of Defects per Circuit Board
8
7
Sample Count
6
5
4 UCL = 7.44
3
2
1
0
1 2 3 4 5 6 7 8 9 10 c = 2.6
Sample Number
LCL = 0
Example 5
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Acceptance sampling
A method of determining Based on random
whether an incoming lot of sampling
a product meets specified techniques
standards
c is the maximum number
of defective units that
A random sample of n
may be found in the
units is obtained from the
sample for the lot to still
entire lot.
be considered acceptable.
Acceptance Sampling
Operating Characteristic Curve 17- 28
Short form OC
Suppose a manufacturer
Uses binomial and a supplier agree on a
probability sampling plan with n=10
distribution to and acceptance number
determine the of 1. What is the
probabilities of probability of accepting a
accepting lots of lot with 5% defective? A
various quality lot with 10% defective?
levels
P ( X 1 / n 10, .05) .599 .315 .914
P ( X 1 / n 10, .10) .349 .387 .736
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OC Curve for Sampling Plan (n=20,c=2)
Probability of accepting lot 1.2
1
Probability of
accepting a lot
0.8
that is 10%
0.6 defective
0.4 is .677
0.2
0
0 10 20 30 40
Incoming lot percent defective
Example 6