Statistical Quality Control

Three SQC Categories

 Traditional descriptive statistics
 e.g. the mean, standard deviation, and range
 Acceptance sampling used to randomly inspect a
batch of goods to determine acceptance/rejection
 Does not help to catch in-process problems
 Statistical process control (SPC)
 Involves inspecting the output from a process
 Quality characteristics are measured and charted
 Helpful in identifying in-process variations
 SPC Methods-Control Charts
 Control Charts show sample data plotted on a graph with CL,
UCL, and LCL
 Control chart for variables (X-bar Chart and R-Chart) are used
to monitor characteristics that can be measured, e.g. length, time
 Control charts for attributes (p-Chart and c-Chart) are used to
monitor character. that have discrete values and can be counted,
e.g. % defective, no. of flaws in a shirt, no. of broken eggs in box
 Constructing a X-bar Chart: A quality control inspector at the Cocoa
Fizz soft drink company has taken three samples with four observations
each of the volume of bottles filled. If the standard deviation of the
bottling operation is .2 ounces, use the below data to develop control
charts with limits of 3 standard deviations for the 16 oz. bottling operation.

 Center line and control

Time 1 Time 2 Time 3
limit formulas
Observation 1 15.8 16.1 16.0

Observation 2 16.0 16.1 15.9 x 1  x 2  ...xn σ

x , σx 
Observation 3 15.8 15.8 15.9 k n
wh e re(k ) is th e # of sam plem e an san d(n )
Observation 4 15.9 15.9 15.8
is th e # of obse rvation s w/in e ach sam ple
Sample 15.875 15.975 15.9
UC Lx  x  zσ x
means (X-bar)
Sample 0.2 0.3 0.2 LC Lx  x  zσ x
ranges (R)
 Solution and Control Chart (x-bar)
 Center line (x-double bar):

15.875  15.975  15.9

x  15.92
3
 Control limits for±3σ limits:
 .2 
UC Lx  x  zσ x  15.92 3   16.22
 4
 .2 
LC Lx  x  zσ x  15.92 3   15.62
 4
X-bar Control Chart
Second Method for the X-bar Chart Using
R-bar and the A2 Factor (table)

 Use this method when sigma for the process

distribution is not know
 Control limits solution:
0.2  0.3  0.2
R  .233
3

UC Lx  x  A 2 R  15.92 0.73.233  16.09

LC Lx  x  A 2 R  15.92 0.73.233  15.75

 Control Chart for Range (R)
 Center Line and Control Limit  Factors for three sigma control limits
formulas: Factor for x-Chart Factors for R-Chart
Sample Size
(n) A2 D3 D4
0.2  0.3  0.2 2 1.88 0.00 3.27
R  .233 3 1.02 0.00 2.57
3
4 0.73 0.00 2.28
5 0.58 0.00 2.11
UC LR  D4 R  2.28(.233) .53 6 0.48 0.00 2.00
7 0.42 0.08 1.92
LC LR  D3 R  0.0(.233) 0.0 8 0.37 0.14 1.86
9 0.34 0.18 1.82
10 0.31 0.22 1.78
11 0.29 0.26 1.74
12 0.27 0.28 1.72
13 0.25 0.31 1.69
14 0.24 0.33 1.67
15 0.22 0.35 1.65
Control Charts for Variables
 The X-bar chart: used to detect variations in
the mean of the process
 The R-chart: used to detect changes in the
variability of the process
 Interpret the R-chart first:
 If R-chart is in control -> interpret the X-bar chart ->
(i) if in control: the process is in control; (ii) if out of
control: the process average is out of control
 If R-chart is out of control: the process variation is out
of control -> investigate the cause; no need to
interpret the X-bar chart
Control Charts for Attributes –
P-Charts & C-Charts
 Use P-Charts for quality characteristics that
are discrete and involve yes/no or good/bad
decisions
 Number of leaking caulking tubes in a box of 48
 Number of broken eggs in a carton

 Use C-Charts for discrete defects when there

can be more than one defect per unit
 Number of flaws or stains in a carpet sample cut from a
production run
 Number of complaints per customer at a hotel
 P-Chart Example: A Production manager for a tire company has
inspected the number of defective tires in five random samples
with 20 tires in each sample. The table below shows the number of
defective tires in each sample of 20 tires. Calculate the control
limits.

Sample Number Number of Proportion

of Tires in Defective
 Solution:
Defective each
Tires Sample
1 3 20 .15 # Defectives 9
CL  p    .09
2 2 20 .10 T otalInspected 100
3 1 20 .05 p(1 p) (.09)(.91)
σp    0.064
4 2 20 .10 n 20
5 1 20 .05 UCLp  p  zσ   .09  3(.064) .282

Total 9 100 .09 LCLp  p  zσ   .09  3(.064) .102  0

p-Control Chart
 C-Chart Example: The number of weekly customer
complaints are monitored in a large hotel using a
c-chart. Develop three sigma control limits using the
data table below.

Week Number of  Solution:

Complaints
1 3
2 2 # complaints 22
3 3 CL   2.2
# of sample s 10
4 1
5 3 UC Lc  c  z c  2.2  3 2.2  6.65
6 3
LC Lc  c  z c  2.2  3 2.2  2.25  0
7 2
8 1
9 3
10 1
Total 22
 Process Capability
 Product Specifications
 Preset product or service dimensions, tolerances
 e.g. bottle fill might be 16 oz. ±.2 oz. (15.8oz.-16.2oz.)
 Based on how product is to be used or what the customer expects
 Process Capability – Cp and Cpk
 Assessing capability involves evaluating process variability relative to
preset product or service specifications
 Cp assumes that the process is centered in the specification range
ion width USL  LSL
spe cificat
Cp 
proce ss width 6σ
 Cpk helps to address a possible lack of centering of the process
 USL  μ μ  LSL 
C pk  min , 
 3σ 3σ 
 Relationship between Process
Variability and Specification Width
 Three possible ranges for Cp

 Cp = 1, process variability just meets specifications

 Cp ≤ 1, process not capable of producing within specifications

 Cp ≥ 1, process exceeds minimal specifications

 One shortcoming, Cp assumes that the process is centered

on the specification range

 Cp=Cpk when process is centered

 Computing the Cp Value at Cocoa Fizz: three bottling
machines are being evaluated for possible use at the Fizz plant.
The machines must be capable of meeting the design
specification of 15.8-16.2 oz. with at least a process
capability index of 1.0 (Cp≥1)

 The table below shows the information  Solution:

gathered from production runs on each
machine. Are they all acceptable?  Machine A
USL  LSL .4
Cp   1.33
6σ 6(.05)
Machine σ USL-LSL 6σ
 Machine B
A .05 .4 .3
Cp=
B .1 .4 .6
 Machine C
C .2 .4 1.2

Cp=
 Computing the Cpk Value at Cocoa Fizz
 Design specifications call for a target value of 16.0 ±0.2 OZ.
(USL = 16.2 & LSL = 15.8)
 Observed process output has now shifted and has a µ of 15.9 and a
σ of 0.1 oz.
 16.2 15.9 15.9 15.8
C pk  min , 
 3(.1) 3(.1) 
.1
C pk   .33
.3

 Cpk is less than 1, revealing that the process is not capable

 ±6 Sigma versus ± 3 Sigma
 Motorola coined “six-sigma” to  PPM Defective for ±3σ
describe their higher quality versus ±6σ quality
efforts back in 1980’s

 Six-sigma quality standard is

now a benchmark in many
industries (Cp = 2 = 12σ/6σ)
 Before design, marketing ensures
customer product characteristics
 Operations ensures that product
design characteristics can be met
by controlling materials and
processes to 6σ levels
 Other functions like finance and
accounting use 6σ concepts to
control all of their processes
SQC in Services
 Service Organizations have lagged behind
manufacturers in the use of statistical quality control
 Statistical measurements are required and it is more
difficult to measure the quality of a service
 Services produce more intangible products
 Perceptions of quality are highly subjective
 A way to deal with service quality is to devise
quantifiable measurements of the service element
 Check-in time at a hotel
 Number of complaints received per month at a restaurant
 Number of telephone rings before a call is answered
 Acceptable control limits can be developed and charted