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

2. 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

3. 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

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

5. 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

6. 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

7. 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

8. APPLICATION OF SPC Statistical Process Control
Nonmanufacturing / Service Businesses
Manufacturing

9. 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.