3-1 Select Measures Use SPC to Maintain Current Process Collect & Interpret Data Select Measures Define Process Is Process Capable ? Improve Process Capability Is Process Stable ? Investigate & Fix Special Causes No Yes No Yes Select Measures Purpose: Develop understanding of customer needs. Determine ‘possible’ process response control points. The Quality Improvement Model

3-2 Select Measures Outputs Customers Process Products or Services Need Measures of Process Performance l To learn about the process. l To identify improvement opportunities. l To monitor performance of the process. Importance of Measures

3-3 Select Measures CustomersProcess Products or Services Measurement Process Dealing with the Future Dealing with the Past Product Control and Disposition Process Control and Improvement Use of Measures Make The Decision And Move On What Does This Information Tell Us About The Process?

3-4 Select Measures Effective Measures

3-5 Select Measures Typical Measures of Process Performance Manufacturing Product characteristics (weight, dimensions, color, chemical composition, appearance, etc.), % not meeting customer specifications, etc. Administrative Number of errors, time to complete activity, percent not meeting requirements, etc. Service Service time, delivery time, number of complaints, etc. Management Number of injuries, difference between amount budgeted & actual expenditures, etc. Example Measures

3-6 Select Measures Types of Measures l Counting Measures  Count the number of items that do not conform to some standard.  Count the number of nonconformities in a given area, volume, or time period. l Instrument Measures  Quality characteristic is measured by some type of measuring instrument (weight, time, size, chemical analysis, dollars,...) Can count the good and bad. Can count the good and bad. Can count the bad only! Can count the bad only!

3-7 Select Measures l Understand the customer's needs, expectations, and wants. l Use process map to identify key points for measures. l Develop & document the measurement process. l Develop a process for collecting, recording, and analyzing data. l Try the measure. Developing Measures

3-8 Select Measures l Where can we measure the process? l What are pros and cons of the above locations? l Where should we start? ? Selecting Measures Outputs Customers Process Products or Services Gauge In-ProcessFinal ProductCustomer Satisfaction

3-9 Select Measures Process Variables Process Variables -- All physical or analytical measurements related to a process. Measurements can be electronic, manual observations, or laboratory results. Measurements can be in-process or final product oriented. Process variables can be broken down in to several different types: Input Properties - Inputs Uncontrolled / Controlled Variables - Inputs Response Variables – Outputs (Secondary) Product Properties – Outputs (Primary – See on Big Block/SIPOC) Suppliers Inputs (Raw Materials) Outputs (Product) Customers Process Input Properties Uncontrolled / Controlled Variables Response / Output Variables Product Properties Process Variables

3-10 Select Measures Input Properties ( Inputs )-- Properties of inputs to the process that can be controlled through contact with supplier. Examples: Manufacturing - Purity of raw materials, composition of mixes, dope solids, dope viscosity Lab - Purity of reagents, brand/model of instrument Maintenance - Condition of tools, size/composition of gaskets used in repair Administrative - Number of mistakes in data Input Properties Process Variables Suppliers Inputs (Raw Materials) Outputs (Product) Customers Process Input PropertiesProduct Properties Uncontrolled / Controlled Variables Response / Output Variables

3-11 Select Measures Controlled Variables (Inputs) -- Variables held at a set point or within a range (standard operating conditions), either manually or by an automatic algorithm (EPC). Set Point -- The desired level of a controlled variable. Uncontrolled Variables (Inputs)– Variables that do not have a control system. Can only be monitored. Examples: Manufacturing - Feed rate of mix, reactor temperature settings (C), outside temperature (U), pump shaft speed (C), metering pump speed (C) Lab - Hot plate temperature setting, time to cook a sample (C) Maintenance - Alignment gauge settings, lathe settings (C) Administrative - Procedures followed (U) Controlled/Uncontrolled Variables Process Variables Suppliers Inputs (Raw Materials) Outputs (Product) Customers Process Input PropertiesProduct Properties Uncontrolled / Controlled Variables Response / Output Variables

3-12 Select Measures Response Variable (Outputs) – an analytical or measured variable that is used to control or monitor the process but is not a measurement on the final product. Time Lag -- A delay between expected effects of variables. Example: 20 minutes after increasing a temperature (controlled input variable), the reactivity (output variable) begins to increase. Examples: Manufacturing - Composition before distillation, early stage viscosity Lab - Visual check for dissolution during heating, final temperature of heated solution Maintenance - Vibration of pump during operation, micrometer readings of machined part Administrative - Budget variance during the project Response/Output Variables Process Variables Suppliers Inputs (Raw Materials) Outputs (Product) Customers Process Input PropertiesProduct Properties Uncontrolled / Controlled Variables Response / Output Variables

3-13 Select Measures Product Properties (Outputs) -- Measurements made on the final product that indicate its performance. Important to "Value". Probably will be on Big Block/SIPOC. Target -- The desired state of a response variable or product property. Examples: Manufacturing - Lab test result on final product (IV, L*, a*, b*, lubricant level, denier, entanglement) Lab - Lab test result on “known” reference material Maintenance - Equipment performance in the field, length of time until failure Administrative - Number of errors in Certificates of Analysis or purchase orders Product Properties / Output Variables Process Variables Suppliers Inputs (Raw Materials) Outputs (Product) Customers Process Input PropertiesProduct Properties Uncontrolled / Controlled Variables Response / Output Variables

3-14 Select Measures External Variables (Inputs) -- Variables that are not controlled but may have an effect on the process. Typically uncontrolled. Examples: Manufacturing - Ambient temperature Lab - Humidity Maintenance - Vacation scheduling during deer hunting season Administrative - Employee morale External/Input Variables Process Variables Suppliers Inputs (Raw Materials) Outputs (Product) Customers Process Input PropertiesProduct Properties External Variables Uncontrolled / Controlled Variables Response / Output Variables

3-15 Select Measures Customer Requirements (Outputs) -- Fitness-for-use specifications given by the customer. Will be on Big Block/SIPOC or directly influenced by product property outputs. Specifications -- the range of measurements of a product characteristic within which the product is judged acceptable to meet customers’ requirements. Examples: Manufacturing - Purity above 99.7% Lab - Sample Value reported within 2 hours Maintenance - Repairs completed within 4 hours Administrative - Errors below 0.5% Customer Requirements Customer Requirements / Output Variables External Variables Process Variables Suppliers Inputs (Raw Materials) Outputs (Product) Customers Process Input PropertiesProduct Properties Uncontrolled / Controlled Variables Response / Output Variables

3-16 Select Measures Key Variables--any process variables that are critical to the quality, safety, or cost of the process. All Key Variables should be controlled by a control system. Key Variables Fast Food example Key Variables at the Fast Food restaurant might include: time it takes to cook fries number of employees on each shift weekly cost of raw materials (food and packaging) number of complaints

3-17 Select Measures Statistical Process Control Control to a Standard Engineering Process Control Three Ways to Control Key Variables in a Process

3-18 Select Measures Statistical Process Control (SPC) Involves use of control charts, special cause action plans and control strategies to identify and take action on special causes. Primarily used on response variables and product properties ( outputs ).

3-19 Select Measures Engineering Process Control (EPC) EPC moves variation from where it bothers you to where it doesn’t bother you. (Ex. cruise control) Automatically makes compensating adjustments at a specified frequency. Must have reliable measurement, autocorrelated data, and process adjustments with clear cause & effect. Applied to inputs and outputs

3-20 Select Measures Control To A Standard A standard way to perform a task (S.O.P.). A standard range that a key process variable should be within. S.O.P.'s should be audited. Primarily used in inputs. Fundamental backbone of S.P.C. MUST be done first!

3-21 Select Measures Exercises 1.)Your Catapult Team should complete page 5 of the “Catapult Process” handout.