Statistical Process Control

Chapter 4
Statistical Process Control

Operations
Operations Management
Management -- 55thth Edition
Edition
Roberta Russell & Bernard W. Taylor, III
Copyright 2006 John Wiley & Sons, Inc.
Beni Asllani
University of Tennessee at Chattanooga
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
4-2
Basics of Statistical
Process Control
Statistical Process Control
(SPC)
monitoring production process

to detect and prevent poor
quality
UCL
Sample
subset of items produced to

use for inspection
LCL
Control Charts
process is within statistical

control limits
4-3
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
4-4
SPC in TQM
SPC
tool for identifying problems and

make improvements
contributes to the TQM goal of
continuous improvements
4-5
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
4-6
Applying SPC to
Service
Nature of defect is different in services
Service defect is a failure to meet
customer requirements
Monitor times, customer satisfaction
4-7
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
4-8
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
4-9
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
4-10
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)
4-11
Process Control
Chart
Out of control
Upper
control
limit
Process
average
Lower
control
limit
10
Sample number
4-12
Normal Distribution
95%
99.74%
-3
-2
-1
=0
4-13
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
4-14
Control Charts for

Attributes
p-charts
uses portion defective in a sample
c-charts
uses number of defects in an item
4-15
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
4-16
p-Chart Example
SAMPLE
1
2
3
:
:
20
NUMBER OF
DEFECTIVES
PROPORTION
DEFECTIVE
6
0
4
:
:
18
200
.06
.00
.04
:
:
.18
20 samples of 100 pairs of jeans

4-17
p-Chart Example (cont.)

p=
total defectives
= 200 / 20(100) = 0.10
total sample observations
UCL = p + z
0.10(1 - 0.10)
100
p(1 - p)
= 0.10 + 3
n
UCL = 0.190
LCL = p - z
p(1 - p)
= 0.10 - 3
n
0.10(1 - 0.10)
100
LCL = 0.010
4-18
0.20
UCL = 0.190
0.18
p-Chart
Example
(cont.)
Proportion defective
0.16
0.14
0.12
0.10
p = 0.10
0.08
0.06
0.04
0.02
LCL = 0.010
2
8
10
12 14
Sample number
16
18
20
4-19
c-Chart
UCL = c + z c
LCL = c - z c
c =
where
c = number of defects per sample
4-20
c-Chart (cont.)
Number of defects in 15 sample rooms
SAMPLE
NUMBER
OF
DEFECTS
1
2
3
12
8
16
:
:
:
:
15
15
190
190
c=
= 12.67
15
UCL = c + z c
= 12.67 + 3
= 23.35
12.67
LCL = c + z c
= 12.67 - 3
= 1.99
12.67
4-21
24
UCL = 23.35
c-Chart
(cont.)
Number of defects
21
18
c = 12.67
15
12
9
6
LCL = 1.99
10
12
14
16
Sample number
4-22
Control Charts for

Variables
Mean chart ( x -Chart )
uses average of a sample
Range chart ( R-Chart )

uses amount of dispersion in a
sample
4-23
x-bar Chart
=
x=
x1 + x2 + ... xk
k
=
UCL = x + A2R
=
LCL = x - A2R
where
=
x = average of sample means
4-24
x-bar Chart Example

OBSERVATIONS (SLIP- RING DIAMETER, CM)
SAMPLE k
1
2
3
4
5
6
7
8
9
10
5.02
5.01
4.99
5.03
4.95
4.97
5.05
5.09
5.14
5.01
5.01
5.03
5.00
4.91
4.92
5.06
5.01
5.10
5.10
4.98
4.94
5.07
4.93
5.01
5.03
5.06
5.10
5.00
4.99
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
4.98
5.00
4.97
4.96
4.99
5.01
5.02
5.05
5.08
5.03
0.08
0.12
0.08
0.14
0.13
0.10
0.14
0.11
0.15
0.10
50.09
1.15
Example 15.4
4-25
x- bar Chart
Example (cont.)
50.09
= x
x=
=
= 5.01 cm
k
10
UCL = x= + A2R = 5.01 + (0.58)(0.115) = 5.08
LCL = x= - A2R = 5.01 - (0.58)(0.115) = 4.94
Retrieve Factor Value A2

4-26
5.10
5.08
UCL = 5.08
5.06
5.04
Mean
5.02
x= = 5.01
5.00
4.98
x- bar
Chart
Example
(cont.)
4.96
4.94
LCL = 4.94
4.92
|
1
|
2
|
3
|
|
|
|
4
5
6
7
Sample number
|
8
|
9
|
10
4-27
R- Chart
UCL = D4R
LCL = D3R
R
R=
k
where
R = range of each sample
k = number of samples
4-28
R-Chart Example
OBSERVATIONS (SLIP-RING DIAMETER, CM)
SAMPLE k
1
2
3
4
5
6
7
8
9
10
5.02
5.01
4.99
5.03
4.95
4.97
5.05
5.09
5.14
5.01
5.01
5.03
5.00
4.91
4.92
5.06
5.01
5.10
5.10
4.98
4.94
5.07
4.93
5.01
5.03
5.06
5.10
5.00
4.99
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
4.98
5.00
4.97
4.96
4.99
5.01
5.02
5.05
5.08
5.03
0.08
0.12
0.08
0.14
0.13
0.10
0.14
0.11
0.15
0.10
50.09
1.15
Example 15.3
4-29
R-Chart Example (cont.)
R
1.15
R=
=
= 0.115
k
10
UCL = D4R = 2.11(0.115) = 0.243

LCL = D3R = 0(0.115) = 0
Retrieve Factor Values D3 and D4
Example 15.3
4-30
R-Chart Example (cont.)

0.28
0.24
Range
0.20
0.16
0.12
UCL = 0.243
R = 0.115
0.08
0.04
0
LCL = 0
|
|
|
1
2
3
|
|
|
|
4
5
6
7
Sample number
|
8
|
9
|
10
4-31
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.
4-32

UCL
UCL
LCL
Sample observations
consistently below the
center line
LCL
Sample observations
consistently above the
center line
4-33
Control Chart Patterns (cont.)

UCL
UCL
LCL
Sample observations
consistently increasing
LCL
Sample observations
consistently decreasing
4-34
Zones for Pattern Tests

=
3 sigma = x + A2R
UCL
Zone A
=
2 sigma = x + 2 (A2R)
3
Zone B
=
1 sigma = x + 1 (A2R)
3
Zone C
=
x
Process
average
Zone C
=
1 sigma = x - 1 (A2R)
3
Zone B
=
2 sigma = x - 2 (A2R)
3
Zone A
=
3 sigma = x - A2R
LCL
|
1
|
2
|
3
|
4
|
5
|
6
|
7
|
8
|
9
|
10
|
11
|
12
|
13
Sample number
4-35
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
4-36
Performing a Pattern Test

SAMPLE
1
2
3
4
5
6
7
8
9
10
ABOVE/BELOW
UP/DOWN
ZONE
4.98
5.00
4.95
4.96
4.99
5.01
5.02
5.05
5.08
5.03
B
B
B
B
B
A
A
A
A
U
D
D
U
U
U
U
U
D
B
C
A
A
C
C
C
B
A
B
4-37
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
4-38
SPC with Excel
UCL=0.19
LCL=0.01
4-39
SPC with Excel:

Formulas
4-40
Process Capability
Tolerances
design specifications reflecting product

requirements
Process capability
range of natural variability in a process what

we measure with control charts
4-41
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 of the time.
Process
4-42
Process Capability (cont.)

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
4-43
Process Capability Measures

Process Capability Ratio
Cp =
tolerance range
process range
upper specification limit lower specification limit
6
4-44
Computing Cp
Net weight specification = 9.0 oz 0.5 oz
Process mean = 8.80 oz
Process standard deviation = 0.12 oz
Cp =
upper specification limit lower specification limit
9.5 - 8.5
=
6(0.12)
6
= 1.39
4-45
Process Capability Measures

Process Capability Index
Cpk = minimum
x= - lower specification limit

,
3
=
upper specification limit - x
3
4-46
Computing Cpk
Net weight specification = 9.0 oz 0.5 oz
Process mean = 8.80 oz
Process standard deviation = 0.12 oz
Cpk = minimum
= minimum
=x - lower specification limit

,
3
upper specification limit - x =
3
8.80 - 8.50 9.50 - 8.80
,
= 0.83
3(0.12)
3(0.12)
4-47
Appendix:
Determining Control Limits for x-bar and R-Charts
SAMPLE SIZE
n
FACTOR FOR x-CHART

A2
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
1.88
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
Fact
ors
FACTORS FOR R-CHART

D3
D4
Return
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
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
4-48

All rights reserved. Reproduction or translation
of this work beyond that permitted in section 117
of the 1976 United States Copyright Act without
express permission of the copyright owner is
unlawful. Request for further information should
be addressed to the Permission Department,
John Wiley & Sons, Inc. The purchaser may make
back-up copies for his/her own use only and not
for distribution or resale. The Publisher assumes
no responsibility for errors, omissions, or
damages
caused
the
use
of these
programs 4-49
Copyright
2006by
John
Wiley
& Sons,
Inc.

Statistical Process Control

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Chapter 4

Statistical Process Control

Copyright 2006 John Wiley & Sons, Inc.

Basics of Statistical Process Control

monitoring production process

subset of items produced to

process is within statistical

Copyright 2006 John Wiley & Sons, Inc.

tool for identifying problems and

Copyright 2006 John Wiley & Sons, Inc.

a product characteristic that can be

a product characteristic that is continuous

Copyright 2006 John Wiley & Sons, Inc.

timeliness and quickness of care, staff responses to requests,

waiting time to check out, frequency of out-of-stock items,

flight delays, lost luggage and luggage handling, waiting time

waiting time for service, customer complaints,

order accuracy, operator knowledge and courtesy,

billing accuracy, timeliness of claims processing,

Copyright 2006 John Wiley & Sons, Inc.

Where to Use Control Charts

at the beginning of a process because it is a waste of time

Copyright 2006 John Wiley & Sons, Inc.

upper and lower bands of

Copyright 2006 John Wiley & Sons, Inc.

Copyright 2006 John Wiley & Sons, Inc.

Copyright 2006 John Wiley & Sons, Inc.

Control Charts for

Copyright 2006 John Wiley & Sons, Inc.

20 samples of 100 pairs of jeans

p-Chart Example (cont.)

Copyright 2006 John Wiley & Sons, Inc.

Copyright 2006 John Wiley & Sons, Inc.

Copyright 2006 John Wiley & Sons, Inc.

Copyright 2006 John Wiley & Sons, Inc.

Copyright 2006 John Wiley & Sons, Inc.

Control Charts for

Range chart ( R-Chart )

Copyright 2006 John Wiley & Sons, Inc.

Copyright 2006 John Wiley & Sons, Inc.

x-bar Chart Example

Copyright 2006 John Wiley & Sons, Inc.

Retrieve Factor Value A2

Copyright 2006 John Wiley & Sons, Inc.

Copyright 2006 John Wiley & Sons, Inc.

R-Chart Example (cont.)

UCL = D4R = 2.11(0.115) = 0.243

Retrieve Factor Values D3 and D4

Copyright 2006 John Wiley & Sons, Inc.

R-Chart Example (cont.)

Copyright 2006 John Wiley & Sons, Inc.

Using x- bar and R-Charts

Copyright 2006 John Wiley & Sons, Inc.

Control Chart Patterns

Copyright 2006 John Wiley & Sons, Inc.

Control Chart Patterns (cont.)

Copyright 2006 John Wiley & Sons, Inc.

Zones for Pattern Tests

Copyright 2006 John Wiley & Sons, Inc.

Control Chart Patterns

8 consecutive points on one side of the center line

Copyright 2006 John Wiley & Sons, Inc.

Performing a Pattern Test