Chapter 15

Statistical Quality Control

(Revised 8/10/04)
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Statistical Process Control

Take periodic samples from process Plot sample points on control chart Determine if process UCL is within limits Prevent quality problems LCL
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Variation
 Common Causes
 Variation inherent in a process  Can be eliminated only through improvements in the system

 Special Causes
 Variation due to identifiable factors  Can be modified through operator or management action
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Types of Data
 Attribute data
 Product characteristic evaluated with a discrete choice  Good/bad, yes/no

 Variable data
 Product characteristic that can be measured  Length, size, weight, height, time, velocity
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SPC Applied to Services

 Nature of defect is different in services  Service defect is a failure to meet customer requirements  Monitor times, customer satisfaction
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Service Quality Examples

 Hospitals
 Timeliness, responsiveness, accuracy of lab tests

 Grocery Stores
 Check-out time, stocking, cleanliness Check-

 Airlines
 Luggage handling, waiting times, courtesy

 Fast food restaurants

 Waiting times, food quality, cleanliness, employee courtesy
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Service Quality Examples

 Catalog-order companies Catalog Order accuracy, operator knowledge and courtesy, packaging, delivery time, phone order waiting time  Insurance companies  Billing accuracy, timeliness of claims processing, agent availability and response time

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Control Charts
 Graph establishing process control limits  Charts for variables
 Mean (x-bar), Range (R) (x-

 Chart for attributes

 P Chart

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Process Control Chart

Upper control limit Out of control Process average

Lower control limit

1 Figure 15.1

10

Sample number
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A Process is In Control if
1. No sample points outside limits 2. Most points near process average 3. About equal number of points above & below centerline 4. Points appear randomly distributed

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Development of Control Chart

 Based on in-control data in If non-random causes present, nonfind the special cause and discard data  Correct control chart limits
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Control Chart for Attributes

 p Charts
 Calculate percent defectives in sample

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p-Chart
UCL = p + zWp LCL = p - zWp
where z = the number of standard deviations from the process average p = the sample proportion defective; an estimate of the process average Wp = the standard deviation of the sample proportion Wp = p(1 - p) n
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The Normal Distribution

95% 99.74% -3W -2W -1W Q=0 1W 2W 3W

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Control Chart Z Values

 Smaller Z values make more sensitive charts  Z = 3.00 is standard  Compromise between sensitivity and errors

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p-Chart Example
20 samples of 100 pairs of jeans
SAMPLE NUMBER OF DEFECTIVES PROPORTION DEFECTIVE

1 2 3 : : 20

6 0 4 : : 18 200

.06 .00 .04 : : .18

Example 15.1
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p-Chart Example
20 samples of 100 pairs of jeans
SAMPLE NUMBER OF DEFECTIVES PROPORTION DEFECTIVE

1 2 3 : : 20

6 0 4 : : 18 200

.06 .00 total defectives .04 p= total sample observations : = 200: / 20(100) = 0.10 .18

Example 15.1
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p-Chart Example
20 samples of 100 pairs of jeans
SAMPLE NUMBER OF DEFECTIVES PROPORTION DEFECTIVE

p = 0.10

1 2 3 : : 20

6 .06 0 0.10(1 - 0.10) p(1.00 - p) UCL = p + z = 0.10 + 3 100 n 4 .04 : UCL : 0.190 = : : 0.10(1 - 0.10) p(1 - p) LCL = p - z = 0.10 - 3 18 100 n.18 200 LCL = 0.010
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Example 15.1

p-Chart
Proportion defective

0.20 0.18 0.16 0.14 0.12 0.10 0.08 0.06 0.04 0.02 LCL = 0.010 p = 0.10 UCL = 0.190

8 10 12 Sample number

14

16

18

20

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Control Charts for Variables

 Mean chart ( x -Chart )
 Uses average of a sample

 Range chart ( R-Chart ) R Uses amount of dispersion in a sample

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Range ( R- ) Chart RUCL = D4R LCL = D3R R R= k

where R = range of each sample k = number of samples
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SAMPLE SIZE n 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Table 15.1

Range ( R- ) Chart R1.88 1.02 0.73 0.58 0.48 0.42 0.37 0.44 0.11 0.99 0.77 0.55 0.44 0.22 0.11 0.00 0.99 0.99 0.88 0.00 0.00 0.00 0.00 0.00 0.08 0.14 0.18 0.22 0.26 0.28 0.31 0.33 0.35 0.36 0.38 0.39 0.40 0.41

FACTOR FOR x-CHART A2

FACTORS FOR R-CHART D3 D4 3.27 2.57 2.28 2.11 2.00 1.92 1.86 1.82 1.78 1.74 1.72 1.69 1.67 1.65 1.64 1.62 1.61 1.61 1.59

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R-Chart Example
OBSERVATIONS (SLIP-RING DIAMETER, CM) (SLIPSAMPLE k 1 2 3 4 5 6 7 8 9 10 1 5.02 5.01 4.99 5.03 4.95 4.97 5.05 5.09 5.14 5.01 2 5.01 5.03 5.00 4.91 4.92 5.06 5.01 5.10 5.10 4.98 3 4.94 5.07 4.93 5.01 5.03 5.06 5.10 5.00 4.99 5.08 4 4.99 4.95 4.92 4.98 5.05 4.96 4.96 4.99 5.08 5.07 5 4.96 4.96 4.99 4.89 5.01 5.03 4.99 5.08 5.09 4.99 x 4.98 5.00 4.97 4.96 4.99 5.01 5.02 5.05 5.08 5.03 50.09
Example 15.3
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R 0.08 0.12 0.08 0.14 0.13 0.10 0.14 0.11 0.15 0.10 1.15

UCL = D4R = 2.11(0.115) = 0.243 R 1.15 R= = = 0.115 OBSERVATIONS D R = RING DIAMETER, CM) (SLIPk 10 LCL = (SLIP- 0(0.115) = 0 3 SAMPLE k 1 2 3 4 5 x R 0.28
1 2 3 4 5 6 7 8 9 10

R-Chart Example
0.24 0.20 0.16 0.12 0.08 0.04 0
5.02 5.01 4.94 5.01 5.03 5.07 UCL = 0.243 4.99 5.00 4.93 5.03 4.91 5.01 R 0.115 4.95 =4.92 5.03 4.97 5.06 5.06 5.05 5.01 5.10 5.09 5.10 5.00 5.14 5.10 4.99 LCL = 0 5.01 | 4.98| 5.08 | | 4.99 4.95 4.92 4.98 5.05 4.96 4.96 4.99 5.08 5.07 | | 4.96 4.96 4.99 4.89 5.01 5.03 4.99 5.08 5.09 4.99 |

4 5 6 7 Sample number

4.98 0.08 5.00 0.12 4.97 0.08 4.96 0.14 4.99 0.13 5.01 0.10 5.02 0.14 5.05 0.11 5.08 0.15 5.03 | 0.10| | 50.09 91.15 8 10

Example 15.3
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Range

x-Chart Calculations
x1 + x2 + ... xk == x k = UCL = x + A2R
where = x = the average of the sample means

= LCL = x - A2R

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x-Chart Example
OBSERVATIONS (SLIP-RING DIAMETER, CM) (SLIPSAMPLE k 4.96 4.98 4.96 5.00 3 4.99 5.00 4.93 4.92 4.99 4.97 4 5.03 4.91 5.01 4.98 4.89 4.96 = UCL = x + A2R = 5.01 + (0.58)(0.115) = 5.08 5 4.95 4.92 5.03 5.05 5.01 4.99 6 4.97 5.06 5.06 4.96 5.03 5.01 = 7 LCL = x - A2R5.05 5.01 (0.58)(0.115) 4.99 5.02 = 5.01 - 5.10 4.96 = 4.94 8 5.09 5.10 5.00 4.99 5.08 5.05 9 5.14 5.10 4.99 5.08 5.09 5.08 10 5.01 4.98 5.08 5.07 4.99 5.03 50.09
Example 15.4
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50.09 = x 1 5.02 5.01 4.94 4.99 x= = = 5.01 cm k 2 5.01 5.03 5.07 4.95 10

R 0.08 0.12 0.08 0.14 0.13 0.10 0.14 0.11 0.15 0.10 1.15

x-Chart Example
5.10 5.08 5.06

OBSERVATIONS (SLIP-RING DIAMETER, CM) (SLIP1 2 3 4 5 x R 0.08 0.12 0.08 0.14 0.13 0.10 0.14 0.11 0.15 0.10

UCL = 5.08

SAMPLE k

4.96 4.98 4.96 5.00 = 5.01 3 4.99 x5.00 4.93 4.92 4.99 4.97 5.00 5.03 4.91 4 5.01 4.98 4.89 4.96 = UCL = x + A R = 5.01 + (0.58)(0.115) = 5.08 5 5.03 5.05 5.01 4.99 4.98 2 4.95 4.92 6 4.97 5.06 5.06 4.96 5.03 5.01 = A R = 5.01 - 5.10 4.96 = 4.94 7 LCL = x -4.962 5.05 5.01 (0.58)(0.115) 4.99 5.02 8 5.09 LCL = 4.94 5.10 5.00 4.99 5.08 5.05 4.94 9 5.14 5.10 4.99 5.08 5.09 5.08 10 5.08 5.07 4.99 5.03 4.92 5.01 4.98
Mean | 1 Example 15.4 | 2 | 3 | | | | 4 5 6 7 Sample number

5.04 50.09 = x 5.02 5.01 4.94 4.99 1 x= = = 5.01 cm k 5.01 =5.03 5.07 4.95 2 10 5.02

| 50.09 |1.15 | 8 9 10

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Using x- and R-Charts xRTogether

 Each measures the process differently  Both process average and variability must be in control

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Sample Size Determination

 Attribute control charts
 50 to 100 parts in a sample

 Variable control charts

 2 to 10 parts in a sample

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Process Capability
Process limits (The Voice of the Process or The Voice of the Data ) - based on natural (common cause) variation Tolerance limits (The Voice of the Customer ) customer requirements Process Capability A measure of how capable the process is to meet customer requirements; compares process limits to tolerance limits

Process Capability
 Range of natural variability in process
 Measured with control charts.

 Process cannot meet specifications if natural variability exceeds tolerances  3-sigma quality
 Specifications equal the process control limits.

 6-sigma quality
 Specifications twice as large as control limits
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Process Capability
Design Specifications (a) Natural variation exceeds design specifications; process is not capable of meeting specifications all the time. Process Design Specifications (b) Design specifications and natural variation the same; process is capable of meeting specifications most the time. Process Figure 15.5
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Process Capability
Design Specifications (c) Design specifications greater than natural variation; process is capable of always conforming to specifications. Process Design Specifications (d) Specifications greater than natural variation, but process off center; capable but some output will not meet upper specification. Process Figure 15.5
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Process Capability Measures

Process Capability Index
= x - lower specification limit , 3W = upper specification limit - x 3W

Cpk = minimum

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Computing Cpk
Net weight specification = 9.0 oz s 0.5 oz Process mean = 8.80 oz Process standard deviation = 0.12 oz
= x - lower specification limit , 3W = upper specification limit - x 3W 8.80 - 8.50 9.50 - 8.80 , 3(0.12) 3(0.12)

Cpk = minimum

= minimum

= 0.83
Example 15.7

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Interpreting the Process Capability Index

Cpk < 1 Cpk > 1 Cpk > 1.33 Cpk > 1.67 Cpk > 2 Not Capable Capable at 3W Capable at 4W Capable at 5W Capable at 6W