17- 1

Chapter

Seventeen

McGraw- 2005 The McGraw-Hill Companies, Inc., All

 17- 2

Chapter
Seventeen
Statistical Quality
GOALS
Control
When you have completed this chapter, you will be able
ONE
to:
Discuss the role of quality control in production and service
operations.
TWO
Define and understand the terms chance causes, assignable
cause, in control and out of control, and variable.
THREE
Construct and interpret a Pareto chart.
FOUR
Construct and interpret a Fishbone diagram.
Goals
 17- 3

Chapter Seventeen continued

Statistical Quality Control

GOALS
When you have completed this chapter, you will be able
to:
FIVE
Construct and interpret a mean chart and a range chart.
SIX
Construct and interpret a percent defective chart and a c-bar
chart.
SEVEN
Discuss acceptance sampling.
EIGHT
Construct an operating characteristic curve for various sampling
plans.
Goals
 17- 4

Statistical Process Control

A collection of strategies,
techniques, and actions taken by
an organization to ensure they
are producing a quality product
or providing a quality service

Statistical Process Control

 17- 5

Sources of Variation
There is variation
in all parts Chance Variation is
produced by a random in nature and cannot
manufacturing be entirely eliminated.
process.
Assignable Variation is not
random in nature and can be
reduced or eliminated by
investigating the problem and
finding the cause.

Causes of Variation
 17- 6

Pareto Analysis
A technique for tallying the
number and type of defects that
happen within a product or service
Produce a
Steps in pareto analysis vertical bar chart
to display data.
Rank the defects in terms of
frequency of occurrence
from largest to smallest.
Tally the type
of defects. Diagnostic Charts: Pareto Chart
The accounting department of a 17- 7

large organization is spending

significant time correcting
travel vouchers submitted by
employees from its numerous
locations. Accounting staff
noted that typical errors
included wrong travel codes,
incorrect employee
identification numbers,
inaccurate math, placing Department staff pulled
expenses on the wrong lines of a sample of 100
the form, and failure to include vouchers and tallied
proper documentation of errors in the various
expenses. categories. Example 1
 17- 8

Error Type Number found

Wrong codes 60
Incorrect employee 25
identification
number
Inaccurate math 23
Inaccurate form 80
placement
Incomplete 42
documentation

Example 1
continued
 17- 9

Error Type Number Percent

Wrong codes 60 26
Incorrect employee 25 11
identification number
Inaccurate math 23 10
Inaccurate form 80 35
placement
Incomplete 42 18
documentation
Total 330 100

Example 1 Pareto table

 17- 10

E
X
C
E
L

Example 1 Pareto Chart

 17- 11
Diagnostic Fishbone Chart
Also called cause-and-effect diagram

Problem or effect
is head of fish
Helps organize
ideas and identify
relationships
Usually considers
four problem areas:
methods, materials,
Identifies Major causes equipment, and
factors that listed on left-hand personnel
cause variability side of diagram
Fishbone chart
 17- 12

Suppose a family restaurant, such as

those found along an interstate highway,
has recently been experiencing
complaints from customers that the food
being served is cold.
In the following
fishbone diagram,
notice each of the
subcauses are listed as
assumptions. Each of
these subcauses must
be investigated to find
the real problem
regarding the cold food. Example 2
 17- 13

M e th o d s
F o o d h e a te d to
c o rre c t te m p e ra tu re
F o o d p la c e d u n d e r
h e a tin g lig h ts
T h e rm o s ta t
w o r k in g p r o p e r ly
M a te r ia ls
F o o d a t c o rre c t
s ta r tin g te m p e r a tu r e
P a c k a g in g in s u la te s
enough
C o m p la in ts
o f c o ld
fo o d
E m p lo y e e s o p e r a tin g
e q u ip m e n t c o r r e c tly

H e a t in g lig h ts a t
S e r v e r s d e liv e r
c o r r e c t h e ig h t
fo o d q u ic k ly

E q u ip m e n t P e rs o n n e l

Example 2
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Purpose of Quality-Control Charts

Portray Monitoring
graphically when accomplished by
an assignable periodically
cause enters the selecting a
production random sample
system so that it from the current
can be identified production.
and corrected

Purpose of Quality
Control Charts
 17- 15

Mean (x-bar) Chart

Designed to control Limits

variables such as How much variation can be
weight or length expected for a given sample size

s s
U CL = X + 3 LCL = X - 3
n n

where X is the mean of the sample means

UCL: upper control limit
LCL: lower control limit Types of Quality Control
Charts-Variables
 17- 16

Shortcut method for UCL and LCL

UCL X A2 R and LCL X A2 R

where X is the mean of the sample means

R is the mean of the sample ranges

A2 is a constant used in computing the
upper and lower control limits, factors
found in Appendix B.

Shortcut method
 17- 17

Range Chart

Designed to show whether the overall range

of measurements is in or out of control

UCL D4 R and LCL D3 R

Types of Quality Control

Charts-Variables
 17- 18

A manufacturer of chair wheels wishes to maintain

the quality of the manufacturing process. Every 15
minutes, for a five hour period, a wheel is selected
and the diameter measured. Given are the diameters
(in mm.) of the wheels. Example 3
 17- 19
Grand Mean
EXAMPLE 3 continued
(25.25+26.75+...+25.25)
5
= 26.35

UCL and LCL for Mean

UCL=26.35+.729(5.8)=30.58
LCL=26.35-.729(5.8)=22.12

Mean UCL and

Range LCL for the
(5+6+...+3) range
5 diameter UCL=2.282(5.8) = 13.24
=5.8 LCL=2.282(0) = 0
 17- 20

UCL=30.58
Mean=26.35
UCL = 30.58
LCL=22.12

No points outside limits:

Process in control
Example 3 continued
 17- 21

Range Charts for Diameters

14
UCL = 13.24
12
Sample Range

10 Mean =5.8
8
6 LCL = 0
4
2
0
1 2 3 4 5
Hour

No points outside limits:

Process in control Example 3
continued
 17- 22

Percent Defective Chart

(p-chart or p-bar chart)

The UCL and LCL Graphically shows

computed as the the proportion of the
mean percent production that is not
defective plus or acceptable (p)
minus 3 times the
standard error of the Sum of the percent defectives
p
percents Number of samples

p(1 p)
UCL and LCL p 3
n Types of Quality Control
Charts-Attributes
 17- 23

A manufacturer of
running shoes wants to
establish control limits
for the percent
defective. Ten
samples of 400 shoes
revealed the mean
.08(1.08) percent defective was
.08 3 8.0% Where should
400
the manufacturer set
.08.041 the control limits?
Example 4
 17- 24

C-chart (c-bar chart)

Designed to
monitor the UCL and LCL found by
number of
defects per UCL and LCL c 3 c
unit

Types of Quality Control

Charts-Attributes
 17- 25

A manufacturer of
computer circuit
boards tested 10
after they were
manufactured. The
number of defects
obtained per circuit
board were: 5, 3, 4,
0, 2, 2, 1, 4, 3, and 2. c 26 / 10 2.6
Construct the
appropriate control UCL and LCL 2.6 3 2.6
limits. 2.6 4.84
Example 5
 17- 26

c-bar chart for Number of Defects per Circuit Board

8
7
Sample Count

6
5
4 UCL = 7.44
3
2
1
0
1 2 3 4 5 6 7 8 9 10 c = 2.6
Sample Number
LCL = 0

Example 5
 17- 27

Acceptance sampling

A method of determining Based on random

whether an incoming lot of sampling
a product meets specified techniques
standards
c is the maximum number
of defective units that may
A random sample of n
be found in the sample for
units is obtained from the
the lot to still be
entire lot.
considered acceptable.

Acceptance Sampling
 Operating Characteristic Curve 17- 28

Short form OC
Suppose a manufacturer
Uses binomial and a supplier agree on a
probability sampling plan with n=10
distribution to and acceptance number
determine the of 1. What is the
probabilities of probability of accepting a
accepting lots of lot with 5% defective? A
various quality lot with 10% defective?
levels
P ( X 1 / n 10, .05) .599 .315 .914
P ( X 1 / n 10, .10) .349 .387 .736
 17- 29

Probability of
accepting a lot
that is 10%
defective
is .677

Example 6