The Homework solutions from Classof1 are intended to help students understand the approach to solving the problem and not forsubmitting the same in lieu of their academic submissions for grades.
A process is the value-added transformation of inputs to outputs. The inputs and outputs of aprocess can involve machines, materials, methods, measurement, people, and the environment.Each of the inputs is a source of variability. Variability in the output can result in poor service andpoor product quality, both of which often decrease customer satisfaction. It is necessary to analyzethe amount of common cause variation present in an in control process. Process capability is theability of a process to consistently meet specified customer-driven requirements. There are many methods available for analyzing and reporting process capability.
Customer Satisfaction and Specification Limits
Quality is defined by the customer. A customer who believes that a product or service hasmet or exceeded his or her expectations will be satisfied. The management of a company
must listen to the customer and translate the customer’s needs and expectations into easily
measured critical to- quality (CTQ) variables. Management then sets specification limits forthese CTQ variables.
Specification limits are technical requirements set by management in response to customer’s
needs and expectations. The upper specification limit (USL) is the largest value a CTQ variable can have and still conform to customer expectations. Likewise, the lowerspecification limit (LSL) is the smallest value a CTQ variable can have and still conform tocustomer expectations.For example, a soap manufacturer understands that customers expect their soap to producea certain amount of lather. The customer can become dissatisfied if the soap produces toomuch or too little lather. Product engineers know that the level of free fatty acids in the soapcontrols the amount of lather. Thus, the process manager, with input from the productengineers, sets both a USL and a LSL for the amount of free fatty acids in the soap.