运营管理第四章.pptVIP

Statistical Process Control Beni AsllaniUniversity 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 Basics of Statistical Process Control Statistical Process Control (SPC) monitoring production process to detect and prevent poor quality Sample subset of items produced to use for inspection Control Charts process is within statistical control limits 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 SPC in TQM SPC tool for identifying problems and make improvements contributes to the TQM goal of continuous improvements 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 Applying SPC to Service Nature of defect is different in services Service defect is a failure to meet customer requirements Monitor times, customer satisfaction 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 Applying SPC to Service (cont.) Fast-food restaurants waiting time for service, customer complaints, cleanliness, food quality, order accuracy, employee courtesy Catalogue-order companie