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1 Chapter 12 Supplement Quality Control Tools for Process Improvement 1 Chapter 12-Supplement QUALITY CONTROL TOOLS FOR PROCESS IMPROVEMENT McGraw-Hill/Irwin.

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Presentation on theme: "1 Chapter 12 Supplement Quality Control Tools for Process Improvement 1 Chapter 12-Supplement QUALITY CONTROL TOOLS FOR PROCESS IMPROVEMENT McGraw-Hill/Irwin."— Presentation transcript:

1 1 Chapter 12 Supplement Quality Control Tools for Process Improvement 1 Chapter 12-Supplement QUALITY CONTROL TOOLS FOR PROCESS IMPROVEMENT McGraw-Hill/Irwin © 2003 The McGraw-Hill Companies, Inc., All Rights Reserved.

2 2 Chapter 12 Supplement Quality Control Tools for Process Improvement 2 LEARNING OBJECTIVES Introduce the basic tools for analyzing processes and quality. Describe acceptance sampling and when it can be used to control quality in services. Introduce statistical process control and describes how and when it can be used to analyze service processes. Define the types of sampling errors that can occur when statistical sampling is used. Distinguish between the statistical analysis of attributes and variables.

3 3 Chapter 12 Supplement Quality Control Tools for Process Improvement 3 THE SEVEN BASIC QUALITY TOOLS Process Flow Diagrams Checksheets Histograms/Bar Charts Pareto Charts Scatterplots Run Charts Cause-and-Effect Diagrams

4 4 Chapter 12 Supplement Quality Control Tools for Process Improvement 4 Exhibit 12S.1 PROCESS FLOW DIAGRAM: DRYCLEANING SERVICE

5 5 Chapter 12 Supplement Quality Control Tools for Process Improvement 5 Exhibit 12S.3 CHECKSHEET

6 6 Chapter 12 Supplement Quality Control Tools for Process Improvement 6 Exhibit 12S.4 EXAMPLE OF A BAR CHART

7 7 Chapter 12 Supplement Quality Control Tools for Process Improvement 7 Exhibit 12S.5 EXAMPLE OF A HISTOGRAM

8 8 Chapter 12 Supplement Quality Control Tools for Process Improvement 8 Exhibit 12S.6 EXAMPLE OF A PARETO CHART

9 9 Chapter 12 Supplement Quality Control Tools for Process Improvement 9 Exhibit 12S.8 EXAMPLE OF A SCATTERPLOT

10 10 Chapter 12 Supplement Quality Control Tools for Process Improvement 10 Exhibit 12S.9 EXAMPLE OF A RUN CHART

11 11 Chapter 12 Supplement Quality Control Tools for Process Improvement 11 Exhibit 12S.10 EXAMPLE OF A CAUSE-AND-EFFECT DIAGRAM

12 12 Chapter 12 Supplement Quality Control Tools for Process Improvement 12 Exhibit 12S.11 THE EIGHT STEP QUALITY IMPROVEMENT PROCESS

13 13 Chapter 12 Supplement Quality Control Tools for Process Improvement 13 TWO BASIC MODELS FOR STATISTICAL QUALITY CONTROL Acceptance Sampling: This involves testing samples after the goods or services have been produced. Statistical Process Control: This involves testing samples of goods or services as they are being produced.

14 14 Chapter 12 Supplement Quality Control Tools for Process Improvement 14 Exhibit 12S.12 THE RELATIONSHIP BETWEEN POPULATION QUALITY AND SAMPLE FINDINGS Good Lot Accepted: No Error Bad Lot Accepted: Type II Error or Good Lot Rejected: Type II Error or Bad Lot Rejected: No Error What the Population Quality Actually Is GoodBad What the Sample Finding Is Good Bad

15 15 Chapter 12 Supplement Quality Control Tools for Process Improvement 15 Exhibit 12S.13 OPERATING CHARACTERISTIC CURVE

16 16 Chapter 12 Supplement Quality Control Tools for Process Improvement 16 Exhibit 12S.14 THE NORMAL DISTRIBUTION

17 17 Chapter 12 Supplement Quality Control Tools for Process Improvement 17 PROCESS CAPABILITY 1.Collect data on the process while the process is operating without known causes of variation. 2.Compare the customers requirements to the inherent variation of the process.

18 18 Chapter 12 Supplement Quality Control Tools for Process Improvement 18 Exhibit 12S.16 CAPABILITY STUDY

19 19 Chapter 12 Supplement Quality Control Tools for Process Improvement 19 Exhibit 12S.17 SIX-SIGMA QUALITY

20 20 Chapter 12 Supplement Quality Control Tools for Process Improvement 20 Exhibit 12S.20 CHANGES IN MEAN AND DISPERSION OF SAMPLE MEAN DISTRIBUTIONS

21 21 Chapter 12 Supplement Quality Control Tools for Process Improvement 21 KEY TERMS Acceptance Sampling Capability Central Limit Theorem Operating Characteristic Curve Statistical Process Control Type I Error Type II Error Variables


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