Statistical Process Control: Operations Management - 5 Edition

Copyright 2006 John Wiley & Sons, Inc.
Beni Asllani
University of Tennessee at Chattanooga
Statistical Process Control
Operations Management - 5
th
Edition
Chapter 4
Roberta Russell & Bernard W. Taylor, III
Copyright 2006 John Wiley & Sons, Inc. 4-2
Lecture Outline
Basics of Statistical Process Control
Control Charts
Control Charts for Attributes
Control Charts for Variables
Control Chart Patterns
SPC with Excel
Process Capability

Basics of Statistical
Process Control
Statistical Process Control
(SPC)
monitoring production process
to detect and prevent poor
quality
Sample
subset of items produced to
use for inspection
Control Charts
process is within statistical
control limits
UCL
LCL
Variability
Random
common causes
inherent in a process
can be eliminated
only through
improvements in the
system
Non-Random
special causes
due to identifiable
factors
can be modified
through operator or
management action
SPC in TQM
SPC
tool for identifying problems and
make improvements
contributes to the TQM goal of
continuous improvements

Quality Measures
Attribute
a product characteristic that can be
evaluated with a discrete response
good bad; yes - no
Variable
a product characteristic that is continuous
and can be measured
weight - length
Nature of defect is different in services
Service defect is a failure to meet
customer requirements
Monitor times, customer satisfaction
Applying SPC to
Service
Applying SPC to
Service (cont.)
Hospitals
timeliness and quickness of care, staff responses to requests,
accuracy of lab tests, cleanliness, courtesy, accuracy of
paperwork, speed of admittance and checkouts
Grocery Stores
waiting time to check out, frequency of out-of-stock items,
quality of food items, cleanliness, customer complaints,
checkout register errors
Airlines
flight delays, lost luggage and luggage handling, waiting time
at ticket counters and check-in, agent and flight attendant
courtesy, accurate flight information, passenger cabin
cleanliness and maintenance

Applying SPC to
Service (cont.)
Fast-Food Restaurants
waiting time for service, customer complaints,
cleanliness, food quality, order accuracy, employee
courtesy
Catalogue-Order Companies
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

Where to Use Control Charts
Process has a tendency to go out of control
Process is particularly harmful and costly if it
goes out of control
Examples
at the beginning of a process because it is a waste of
time and money to begin production process with bad
supplies
before a costly or irreversible point, after which
product is difficult to rework or correct
before and after assembly or painting operations that
might cover defects
before the outgoing final product or service is
delivered
Control Charts
A graph that establishes
control limits of a
process
Control limits
upper and lower bands of
a control chart
Types of charts
Attributes
p-chart
c-chart
Variables
range (R-chart)
mean (x bar chart)
Process Control
Chart
1 2 3 4 5 6 7 8 9 10
Sample number
Upper
control
limit
Process
average
Lower
control
limit
Out of control
Normal Distribution
=0 1 2 3 -1 -2 -3
95%
99.74%
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
and below centerline
4. points appear randomly distributed
Control Charts for
Attributes
p-charts
uses portion defective in a sample
c-charts
uses number of defects in an item
p-Chart
UCL = p + z
p

LCL = p - z
p
z = number of standard deviations from
process average
p = sample proportion defective; an estimate
of process average

p
= standard deviation of sample proportion
p
=

p(1 - p)
n
p-Chart Example
20 samples of 100 pairs of jeans
NUMBER OF PROPORTION
SAMPLE DEFECTIVES DEFECTIVE
1 6 .06
2 0 .00
3 4 .04
: : :
: : :
20 18 .18
200
p-Chart Example (cont.)
UCL = p + z = 0.10 + 3
p(1 - p)
n
0.10(1 - 0.10)
100
UCL = 0.190
LCL = 0.010
LCL = p - z = 0.10 - 3
p(1 - p)
n
0.10(1 - 0.10)
100
= 200 / 20(100) = 0.10
total defectives
total sample observations
p =
0.02
0.04
0.06
0.08
0.10
0.12
0.14
0.16
0.18
0.20
P
r
o
p
o
r
t
i
o
n

d
e
f
e
c
t
i
v
e

Sample number
2 4 6 8 10 12 14 16 18 20
UCL = 0.190
LCL = 0.010
p = 0.10
p-Chart
Example
(cont.)
c-Chart
UCL = c + z
c

LCL = c - z
c

where

c = number of defects per sample
c
= c
c-Chart (cont.)
Number of defects in 15 sample rooms
1 12
2 8
3 16
: :
: :
15 15
190
SAMPLE
c = = 12.67
190
15
UCL = c + z
c

= 12.67 + 3 12.67
= 23.35
LCL = c + z
c

= 12.67 - 3 12.67
= 1.99
NUMBER
OF
DEFECTS
3
6
9
12
15
18
21
24
N
u
m
b
e
r

o
f

d
e
f
e
c
t
s

Sample number
2 4 6 8 10 12 14 16
UCL = 23.35
LCL = 1.99
c = 12.67
c-Chart
(cont.)
Control Charts for
Variables
Mean chart ( x -Chart )
uses average of a sample
Range chart ( R-Chart )
uses amount of dispersion in a
sample
x-bar Chart
x =
x
1
+ x
2
+ ... x
k

k
=
UCL = x + A
2
R LCL = x - A
2
R
= =
where

x = average of sample means
=
x-bar Chart Example
Example 15.4
OBSERVATIONS (SLIP- RING DIAMETER, CM)
SAMPLE k 1 2 3 4 5 x R
1 5.02 5.01 4.94 4.99 4.96 4.98 0.08
2 5.01 5.03 5.07 4.95 4.96 5.00 0.12
3 4.99 5.00 4.93 4.92 4.99 4.97 0.08
4 5.03 4.91 5.01 4.98 4.89 4.96 0.14
5 4.95 4.92 5.03 5.05 5.01 4.99 0.13
6 4.97 5.06 5.06 4.96 5.03 5.01 0.10
7 5.05 5.01 5.10 4.96 4.99 5.02 0.14
8 5.09 5.10 5.00 4.99 5.08 5.05 0.11
9 5.14 5.10 4.99 5.08 5.09 5.08 0.15
10 5.01 4.98 5.08 5.07 4.99 5.03 0.10
50.09 1.15
UCL = x + A
2
R = 5.01 + (0.58)(0.115) = 5.08
LCL = x - A
2
R = 5.01 - (0.58)(0.115) = 4.94
=
=
x = = = 5.01 cm
=
x
k
50.09
10
x- bar Chart
Example (cont.)
Retrieve Factor Value A
2

x- bar
Chart
Example
(cont.)
UCL = 5.08
LCL = 4.94
M
e
a
n

Sample number
|
1
|
2
|
3
|
4
|
5
|
6
|
7
|
8
|
9
|
10
5.10
5.08
5.06
5.04
5.02
5.00
4.98
4.96
4.94
4.92
x = 5.01
=
R- Chart
UCL = D
4
R LCL = D
3
R
R =
R
k
where

R = range of each sample
k = number of samples
R-Chart Example
OBSERVATIONS (SLIP-RING DIAMETER, CM)
SAMPLE k 1 2 3 4 5 x R
1 5.02 5.01 4.94 4.99 4.96 4.98 0.08
2 5.01 5.03 5.07 4.95 4.96 5.00 0.12
3 4.99 5.00 4.93 4.92 4.99 4.97 0.08
4 5.03 4.91 5.01 4.98 4.89 4.96 0.14
5 4.95 4.92 5.03 5.05 5.01 4.99 0.13
6 4.97 5.06 5.06 4.96 5.03 5.01 0.10
7 5.05 5.01 5.10 4.96 4.99 5.02 0.14
8 5.09 5.10 5.00 4.99 5.08 5.05 0.11
9 5.14 5.10 4.99 5.08 5.09 5.08 0.15
10 5.01 4.98 5.08 5.07 4.99 5.03 0.10
50.09 1.15
Example 15.3
R-Chart Example (cont.)
Example 15.3
R
k
R = = = 0.115
1.15
10
UCL = D
4
R = 2.11(0.115) = 0.243
LCL = D
3
R = 0(0.115) = 0
Retrieve Factor Values D
3
and D
4
R-Chart Example (cont.)
UCL = 0.243
LCL = 0
R
a
n
g
e

Sample number
R = 0.115
|
1
|
2
|
3
|
4
|
5
|
6
|
7
|
8
|
9
|
10
0.28
0.24
0.20
0.16
0.12
0.08
0.04
0
Using x- bar and R-Charts
Together
Process average and process variability must be
in control.
It is possible for samples to have very narrow
ranges, but their averages is beyond control
limits.
It is possible for sample averages to be in
control, but ranges might be very large.

UCL
LCL
Sample observations
consistently above the
center line
LCL
UCL
Sample observations
consistently below the
center line
Control Chart Patterns (cont.)
LCL
UCL
Sample observations
consistently increasing
UCL
LCL
Sample observations
consistently decreasing
Zones for Pattern Tests
UCL
LCL
Zone A
Zone B
Zone C
Zone C
Zone B
Zone A
Process
average
3 sigma = x + A
2
R
=
3 sigma = x - A
2
R
=
2 sigma = x + (A
2
R)
= 2
3
2 sigma = x - (A
2
R)
=
2
3
1 sigma = x + (A
2
R)
= 1
3
1 sigma = x - (A
2
R)
=
1
3
x
=
Sample number
|
1
|
2
|
3
|
4
|
5
|
6
|
7
|
8
|
9
|
10
|
11
|
12
|
13
8 consecutive points on one side of the center line
8 consecutive points up or down across zones
14 points alternating up or down
2 out of 3 consecutive points in zone A but still
inside the control limits
4 out of 5 consecutive points in zone A or B
Performing a Pattern Test
1 4.98 B B
2 5.00 B U C
3 4.95 B D A
4 4.96 B D A
5 4.99 B U C
6 5.01 U C
7 5.02 A U C
8 5.05 A U B
9 5.08 A U A
10 5.03 A D B
SAMPLE x ABOVE/BELOW UP/DOWN ZONE
Sample Size
Attribute charts require larger sample sizes
50 to 100 parts in a sample
Variable charts require smaller samples
2 to 10 parts in a sample
SPC with Excel
UCL=0.19
LCL=0.01
SPC with Excel:
Formulas
Process Capability
Tolerances
design specifications reflecting product
requirements
Process capability
range of natural variability in a process what
we measure with control charts

Process Capability
(b) Design specifications
and natural variation the
same; process is capable
of meeting specifications
most of the time.
Design
Specifications
Process
(a) Natural variation
exceeds design
specifications; process
is not capable of
meeting specifications
all the time.
Design
Specifications
Process
Process Capability (cont.)
(c) Design specifications
greater than natural
variation; process is
capable of always
conforming to
specifications.
Design
Specifications
Process
(d) Specifications greater
than natural variation,
but process off center;
capable but some output
will not meet upper
specification.
Design
Specifications
Process
Process Capability Measures
Process Capability Ratio
C
p
=

=
tolerance range
process range
upper specification limit -
lower specification limit
6
Computing C
p

Net weight specification = 9.0 oz 0.5 oz
Process mean = 8.80 oz
Process standard deviation = 0.12 oz
C
p
=

= = 1.39
upper specification limit -
lower specification limit
6
9.5 - 8.5
6(0.12)
Process Capability Measures
Process Capability Index
C
pk
= minimum
x - lower specification limit
3
=
upper specification limit - x
3
=
,
Computing C
pk

Net weight specification = 9.0 oz 0.5 oz
Process mean = 8.80 oz
Process standard deviation = 0.12 oz
C
pk
= minimum

= minimum , = 0.83
x - lower specification limit
3
=
upper specification limit - x
3
=
,
8.80 - 8.50
3(0.12)
9.50 - 8.80
3(0.12)
Fact
ors
n A
2
D
3
D
4

SAMPLE SIZE FACTOR FOR x-CHART FACTORS FOR R-CHART
2 1.88 0.00 3.27
3 1.02 0.00 2.57
4 0.73 0.00 2.28
5 0.58 0.00 2.11
6 0.48 0.00 2.00
7 0.42 0.08 1.92
8 0.37 0.14 1.86
9 0.44 0.18 1.82
10 0.11 0.22 1.78
11 0.99 0.26 1.74
12 0.77 0.28 1.72
13 0.55 0.31 1.69
14 0.44 0.33 1.67
15 0.22 0.35 1.65
16 0.11 0.36 1.64
17 0.00 0.38 1.62
18 0.99 0.39 1.61
19 0.99 0.40 1.61
20 0.88 0.41 1.59
Appendix:
Determining Control Limits for x-bar and R-Charts
Return
Copyright 2006 John Wiley & Sons, Inc.
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