BPT 2423 – STATISTICAL PROCESS CONTROL OVERVIEW OF SPC BPT 2423 – STATISTICAL PROCESS CONTROL

Customer Satisfaction INTRODUCTION Delivery Quality Customer Satisfaction Buying Products Produced by a process that is stable or repeatable Process must be capable of operating with little variability around the target or nominal dimensions of the product’s quality characteristics

USE OF SPC IN QUALITY SPC is most effective when it is integrated into an overall companywide quality improvement program To improve quality and productivity – start with managing facts and data and not simply rely on judgment Use of control charts in an SPC program Processes do not naturally operate in an in-control state To eliminate assignable causes, reduce process variability and stabilize process performance

USE OF SPC IN QUALITY Products Process Flow Process Data Process Control

USE OF SPC IN QUALITY Chance and Assignable Causes Chance / Common Causes small random changes in the process that cannot be avoided – due to the inherent variation present in all processes only removable by making a change in the existing process – involves management intervention Example : temperature in the factory building Assignable Causes variations in the process that can be identified as having a specific cause (causes that are not part of the process on a regular basis) variation arises because of specific circumstances Example : changes in the thickness of incoming raw material, broken tool Source of variation : process itself, the material used, the operator’s actions or the environment

USE OF SPC IN QUALITY Elements of a Successful SPC Program Management leadership A team approach, focusing on project-oriented applications Education of employees at all levels Emphasis on reducing variability Measuring success in quantitative (economic) terms A mechanism for communicating successful results throughout the organization

APPLICATION OF SPC Define Opportunity Identify and/or validate the business Define critical customer requirements Establish project charter, build team and document (map) processes Measure Performance Determine what to measure and sigma performance level Manage measurement data collection Develop and validate measurement systems Analyze Opportunity Analyze data to understand reasons for variation and identify potential root causes Determine process capability, throughput, cycle time Formulate investigate and verify root cause hypotheses Improve Performance Generate and quantify potential solutions Evaluate and select final solution Verify and gain approval for final solution Control Performance Develop ongoing process management plans and find mistake-proof process Monitor and control critical process characteristics Develop out of control action plans

APPLICATION OF SPC Statistical Process Control Nonmanufacturing / Service Businesses Manufacturing

APPLICATION OF SPC Service industry applications of SPC and related methodology sometimes require ingenuity beyond that normally required for the more typical manufacturing applications. Two primary reasons for this difference : Most service businesses do not have a natural measurement system that allows the analyst to easily define quality The system that is to be improved is usually fairly obvious in a manufacturing setting, whereas the observability of the process in a nonmanufacturing setting may be fairly low Key to applying SPC in a nonmanufaturing environment is to focus initial efforts on resolving these two issues.