2 LEARNING OBJECTIVESIntroduce the basic tools for analyzing processes and quality.Describe acceptance sampling and when it can be used to controlquality in services.Introduce statistical process control and describes how and whenit can be used to analyze service processes.Define the types of sampling errors that can occur when statisticalsampling is used.Distinguish between the statistical analysis of attributes and variables.
3 THE SEVEN BASIC QUALITY TOOLS Process Flow DiagramsChecksheetsHistograms/Bar ChartsPareto ChartsScatterplotsRun ChartsCause-and-Effect Diagrams
4 Exhibit 12S.1PROCESS FLOW DIAGRAM: DRYCLEANING SERVICE
11 Exhibit 12S.10EXAMPLE OF A CAUSE-AND-EFFECT DIAGRAM
12 Exhibit 12S.11THE EIGHT STEP QUALITY IMPROVEMENT PROCESS
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 Exhibit 12S.12THE RELATIONSHIP BETWEEN POPULATION QUALITY AND SAMPLE FINDINGSWhat the Population Quality Actually IsGoodBadGood Lot Accepted: No ErrorBad Lot Accepted: Type II Error or GoodWhat the Sample Finding IsGood Lot Rejected: Type II Error or Bad Lot Rejected: No ErrorBad