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This module was developed by Business Process Improvement. For more modules, please contact us at
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Introduction
Control charts give us a picture of our process over time. This
picture tells us when to leave our process alone (i.e., the
process is in control) or when to look for a problem (i.e., an
assignable cause is present).
There are many different types of control charts. However, you
can group control charts into two major categories. The type of
data being charted distinguishes these two categories. There
are two types of data you can have: attributes data and
variables data.
Both these types of data are introduced in this module. With
attributes data, there is a need to develop specific descriptions.
These descriptions, which are called operational definitions, are
also introduced in this module.
For variables data, the standard deviation is an important
measurement as well as the average. Both of these terms are
explored in more detail below.
Objectives
In this module you will learn:
Yes/No:
Counting:
Operational Definitions
When working with attributes data, you have to have a clear
understanding of whether the item you are looking at is
defective or not (yes/no type data) or whether it should be
counted as a defect (counting type data). In order to know
whether a shipment was on time or to count the number of on-
time shipments, you have to have a definition of what "on time"
means. Is "on time" anywhere from 1:55 p.m. to 2:05 p.m.,
anytime before 2:00 p.m., or anytime between 2:00 p.m. and
2:15 p.m.? This clear understanding of a quality expectation is
called an operational definition.
Operational Definition
According to Dr. W. Edwards Deming, an operational
definition includes:
a written statement (and/or a series of examples) of criteria or
guidelines to be applied to an object or to a group.
a test of the object or group for conformance with the guidelines
that includes specifics such as how to sample, how to test, and
how to measure.
a decision: yes, the object or the group did meet the
guidelines; no, the object or group did not meet the
guidelines; or the number of times the object or group did not
meet the guidelines.
Operational Definitions
Using an invoice error example, the written
statement may read "An invoice error is an
incorrect shipping amount or a wrong
price." The test could be to:
On-Time Delivery
Rework in a Department
Injury at Work
Customer Complaint
Invoice Error
Variables Data
Variables control charts are based on variables data. Variables
data consist of observations made from a continuum.
That is, the observation can be measured to any decimal place
you want if your measurement system allows it.
Some examples of variables data are contact time with a
customer, sales dollars, amount of time to make a delivery,
height, weight, and costs.
Exercise
For your organization, what are some examples of variables
data? Record your answers below.
Average and Standard Deviation
In dealing with variables data, the average and standard
deviation are very important parameters. One must understand
what is meant by these terms.
The average (also called the mean) is probably well understood
by most. It represents a "typical" value. For example, the
average temperature for the day based on the past is often
given on weather reports. It represents a typical temperature
for the time of year.
The average is calculated by adding up the results you have and
dividing by the number of results. For example, suppose the
last five customer complaints took 5, 6, 2, 3, and 8 days to
close. The average is determined by adding up these five
numbers and dividing by 5. The average is denoted by and in
this case is;
X 5 6 2 3 8 24
X 4.8
n 5 5
Average and Standard Deviation
While the average is understood by most, few understand the
standard deviation, denoted by the letter s.
The standard deviation can be thought of as an average
distance (the standard) that each individual point is away from
the mean.
The equation for the standard deviation is given below.
(X X ) 2
s
n 1