Professional Documents
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Improvement
Chapter 4- Statistical
Process Control
PowerPoint presentation to accompany
Besterfield, Quality Improvement, 9e
Outline
Pareto Diagram
Cause-Effect Diagram
Check Sheets
Process Flow Diagram
Scatter Diagram
Histogram
Control Charts
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Learning Objectives
When you have completed this chapter you
should be able to:
Construct a Pareto diagram.
Explain how to construct a cause and effect
diagram.
Explain how to construct a check sheet.
Construct a process flow chart.
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Statistical Process Control
A methodology for monitoring a process
to identify special causes of variation
and signal the need to take corrective
action when appropriate
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
The Pareto Principle
Vilfredo Pareto was an economist who is credited
with establishing what is now widely known as the
Pareto Principle or 80/20 rule. When he discovered
the principle, it established that 80% of the land in
Italy was owned by 20% of the population. Later,
he discovered that the pareto principle was valid in
other parts of his life, such as gardening: 80% of his
garden peas were produced by 20% of the peapods.
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
The Pareto Principle
Some Sample 80/20 Rule Applications
80% of process defects arise from 20% of
the process issues.
20% of your sales force produces 80% of
your company revenues.
80% of delays in schedule arise from 20%
of the possible causes of the delays.
80% of customer complaints arise from 20%
of your products or services.
(The above examples are rough estimates.)
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
The Pareto Diagram
Graph that ranks data classifications in
descending order from left to right
Pareto diagrams are used to identify the most
important problems
Advantage: Provide a visual impact of those
vital few characteristics that need attention
Resources are then directed to take the
necessary corrective action
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
The Pareto Diagram
Helps a team focus on causes that have the
greatest impact
Displays the relative importance of problems
in a simple visual format
Helps prevent “shifting the problem” where
the solution removes some causes but
worsens others
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Constructing a Pareto Diagram
Steps:
1. Determine the method of classifying the
data: by problem, cause, type of
nonconformity, etc
2. Decide if dollars (best), weighted frequency,
or frequency is to be used to rank the
characteristics
3. Collect data for an appropriate time interval
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Constructing a Pareto Diagram
Steps cont’d:
4. Summarize the data and rank order
categories from largest to smallest
5. Compute the cumulative percentage if it is
to be used
6. Construct the diagram and find the vital few
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
11
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Cause-and-Effect Diagram
It was developed by Dr. Kaoru Ishikawa in 1943
Picture composed of lines and symbols designed
to represent a meaningful relationship between
an effect and its causes
Effect (characteristics that need improvement)
on the right and causes on the left
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Cause-and-Effect Diagram
People Materials Work Methods
Primary
Cause
C E
a f
u f
s
Quality
Characteristic e
e Secondary Cause
c
s t
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Cause-and-Effect Diagram
Enables a team to focus on the content of a
problem, not on the history of the problem or
differing personal interests of team members
Creates a snapshot of collective knowledge and
consensus of a team; builds support for solutions
Focuses the team on causes, not symptoms
Used to investigate either a “bad” effect and to
take action to correct the causes or a “good”
effect and to learn those causes responsible
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Cause-and-Effect Diagram
Steps in the construction of a
Cause-and-Effect Diagram:
1. Identify the effect or quality problem
2. Determine the major causes
3. Determine all the minor causes. Request a
brainstorming session
4. Once the diagram is complete, evaluate it to
determine the most likely causes
5. Develop solutions
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Cause-and-Effect Diagram
Advantages:
1. Analyzing actual conditions for the purpose of
product or service quality improvement
2. Elimination of conditions causing
nonconforming product or service and
customer complaints
3. Standardization of existing and proposed
operations
4. Education and training in decision-making
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Cause-and-Effect Diagram
Types of Diagrams:
1. The dispersion-analysis type.
Each major branch is filled in completely
before starting work on any of the other
branches. The objective is to analyze the
causes of dispersion or variability
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Cause-and-Effect Diagram
Types of Diagrams:
2. The process-analysis type.
In order to construct it, it is necessary to
write each step of the production process.
The advantage of this type of diagram is
the ease of construction and its simplicity,
since it follows the production sequence
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
19
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Check Sheets
The main purpose is to ensure that the data
are collected carefully and accurately by
operating personel for process control and
problem solving
The form of the check sheet is individualized
for each situation and is designed by the
project team
Check sheets are designed to show location
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Check Sheets
Creates easy-to-understand data
Builds, with each observation, a clearer picture
of the facts
Forces agreement on the definition of each
condition or event of interest
Patterns in the data become obvious quickly
Creativity plays a major role in the design of a
check sheet
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Check Sheets
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Check Sheets
Plastic Mold
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Process Flow Diagram
26
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Process Flow Diagram
Serves as a training tool
Uses standardized symbols
Shows unexpected complexity, problem
areas, redundancy, unnecessary loops, and
where simplification may be possible
27
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Process Flow Diagram
Allows a team to reach agreement on process
steps and identify activities that may impact
performance
Improvements to the process can be
accomplished by eliminating steps, combining
steps, or making frequently occurring steps
more efficient
28
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Scatter Diagram
The simplest way to determine if a cause
and-effect relationship exists between two
variables. Details are in Chapter 5.
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Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Histogram
Graphically shows the process capability and,
if desired, the relationship to the
specifications and the nominal
32
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Control Chart
33
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved