Done By: Saleh Mohammed

3.1 Explain the difference between attribute control charts and variable control charts.
Attribute:
- In quality measure: A product characteristic which is evaluated with a discrete response.
good/bad; yes/no; correct/incorrect. Example: light bulb.
- Attribute chart contain p-chart, c-chart.
- Attribute charts require larger sample sizes, 50 to 100 parts in a sample.

Variable:
- In quality measure: A product characteristic that is continuous and can be measured.
Weight, length, voltage, volume.
- Variable chart contains mean (x bar-chart, range R-chart.
- Variable charts require smaller samples, 2 to 10 parts in a sample.
3.2 How are mean (x-) and range (R-) charts used together?
- An R-chart reflects the process variability (Plot sample range),
- x -chart : indicates the tendency toward a mean value (Plot sample averages)
➢ Samples can have very narrow ranges, but sample averages might be beyond control limits.
Or, sample averages may be in control, but ranges might be out of control. Thus, the two
complement each other. That is, it is assumed that process average and variability must be
in control for the process to be in control. When they are used together, the control limits
are computed as x + A2 R .

3.3 What is the purpose of a pattern test?

determines if observations within limits of a control chart display a nonrandom pattern.

(A pattern test is used to determine if sample values from a process display a consistent pattern
that is the result of nonrandom cause, even though control charts may show the process to be in
control.)

3.4 What determines the width of the control limits in a process chart?
Width is determined by the size of the z value used; the smaller the value of z, the narrower the
control limits.
 Done By: Saleh Mohammed

3.5 Under what circumstances should a c-chart be used instead of a p-chart?

A c-chart is used when it is not possible to determine a proportion defective (for a p-chart), for
example, when counting the number of blemishes on a sheet of material. In a p-chart it must be
possible to distinguish between individual defective and non-defective items.

3.6 What is the difference between tolerances and control limits?

Tolerances: are product-design specifications required by the customer
Control limits: are the upper and lower bands of a control chart indicating when a process is out
of control.
3.7 Why have companies traditionally used control charts with 3-sigma limits instead of 2-sigma
limits?
Management usually selects 3-sigma limits because if the process is in control, they want a high
probability that the sample will fall within the control limits. With wider limits management is less
likely to erroneously conclude that the process is out of control when points outside the control
limits are due to normal, random variations.

3.8 Select three service companies or organizations you are familiar with and indicate how
process control charts could be used in each.

Process control charts could be used to monitor service time in a restaurant, bank, hospital, store, etc.
for example:
Hospitals: timeliness & quickness of care, staff responses to requests, accuracy of lab tests,
cleanliness, courtesy, accuracy of paperwork, speed of admittance & 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 & luggage handling, waiting time at ticket counters & check-in,
agent & flight attendant courtesy, accurate flight information, cabin cleanliness & maintenance
Fast-food restaurants: waiting time for service, customer complaints, cleanliness, food quality,
order accuracy, employee courtesy

Catalogue-order companies: order accuracy, operator knowledge & courtesy, packaging, delivery
time, phone order waiting time

Insurance companies: billing accuracy, timeliness of claims processing, agent availability &
response time
 Done By: Saleh Mohammed

3.9 Visit a local fast-food restaurant, retail store, grocery store, or bank, and identify the different
processes that control charts could be used to monitor. Name the type of control chart that could
be used for each of those processes.

Same answer in 3.8, but with addition the following, all what is mentioned in the question (fast-
food restaurant, retail store, grocery store, or bank) provide service for the customer. Therefore,
they are using evaluations and feedback from the customers to know about the quality of their
service. Therefore, they are using discrete control chart. But in a case like a place provide products
rather than services, it will use continuous control chart. Some of them may provide services and
products which they will use both continuous and discrete control charts.
3.10 Explain the different information provided by the process capability ratio and the process
capability index.

( )
The process capability ratio C p : indicates if the process is capable of meeting design
specifications.
The process capability index: indicates if the process mean is off-center and has shifted toward
the upper or lower design specifications.

3.11 For the Goliath Tool Company in Example 3.4, if the design tolerances are "0.07 cm, is the
process capable of meeting tolerances of "0.08 cm for the slip-ring bearings?

tolerance range .14

Cp = = = 1.00
process range .14

The tolerance range and process range are equal, so the process is capable, but some defects
will result.