BU375-(Chp3-Lec 6).pptx - Statistical Process Control BU 3755 Operations Management Instructor Tina Arabian Spring 2018 Agenda Basics of Statistical

BU375-(Chp3-Lec 6).pptx - Statistical Process Control BU...

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Statistical Process Control BU 3755: Operations Management Instructor: Tina Arabian Spring 2018
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Agenda Basics of Statistical Process Control Control Charts Control Charts for Attributes Control Charts for Variables Control Chart Patterns Process Capability 2
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What is Statistical Process (Quality) Control? Acceptance Sampling Accept or reject a product Statistical Process Control Determine if process is operating within acceptable limits Use statistical techniques and sampling and control charts to monitor and test the quality of goods and services Control Charts process is within statistical control limits 3 The best companies design quality into the process, thereby reducing the need for inspection/tests .
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Phases of Quality (Process) Control 4
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Random Inherent in a process Depends on equipment and machinery, engineering, operator, and system of measurement Natural occurrences Non-Random Special causes Identifiable and correctable Include equipment out of adjustment, defective materials, changes in parts or materials, broken machinery or equipment, operator fatigue or poor work methods, or errors due to lack of training 5 Process Variability
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Quality Measures Attribute Characteristic evaluated with a discrete response good/bad; yes/no; correct/incorrect Variable Measure Characteristic that is continuous and can be measured Weight, length, voltage, volume 6
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What about SPC applied to services? What is a “service defect”? Failure to meet customer requirements How do you measure the defect? Monitor time and customer satisfaction 7
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SPC Applied to Services Service Industry Quality Characteristics Hospital Timeliness of care, response to requests,
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