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Chapter 7 - Quality tools: From process performance to process perfection. After reading the material in this chapter, you should be able to: Explain the function of the general-purpose quality analysis tools, explain how each quality tool aids in the QI story and DMAIC processes, explain how statistical process control can be used to prevent defects from occurring,. | Chapter 7 Quality Tools:From Process Performance to Process Perfection Learning Objectives Explain the function of the general-purpose quality analysis tools. Explain how each quality tool aids in the QI story and DMAIC processes. Explain how statistical process control can be used to prevent defects from occurring. Calculate control limits for X-bar charts, R-charts, P-charts, and C-charts. Construct and interpret X-bar Charts, R-Charts, P-charts, and C-charts. Describe and make computations for process capability using Cp and Cpk capability indices. Describe how acceptance sampling works and the role of the operating characteristics curve. Explain how Six Sigma quality relates to process capability. Describe how moment-of-truth analysis can be used to improve service quality. Describe Taguchi’s quality loss function and its implications. Explain how customer relationship management systems relate to customer satisfaction Describe how “recovery” applies to quality failures. . | Chapter 7 Quality Tools:From Process Performance to Process Perfection Learning Objectives Explain the function of the general-purpose quality analysis tools. Explain how each quality tool aids in the QI story and DMAIC processes. Explain how statistical process control can be used to prevent defects from occurring. Calculate control limits for X-bar charts, R-charts, P-charts, and C-charts. Construct and interpret X-bar Charts, R-Charts, P-charts, and C-charts. Describe and make computations for process capability using Cp and Cpk capability indices. Describe how acceptance sampling works and the role of the operating characteristics curve. Explain how Six Sigma quality relates to process capability. Describe how moment-of-truth analysis can be used to improve service quality. Describe Taguchi’s quality loss function and its implications. Explain how customer relationship management systems relate to customer satisfaction Describe how “recovery” applies to quality failures. 7- Quality Analysis Tools Six Sigma’s DMAIC and TQM’s QI Story provide structure, but neither defines how activities are to be accomplished. That can be determined through the use of a broad set of analysis tools. Insert exhibit 7.1 DMAIC and QI 7- 3 General-Purpose Quality Analysis Tools Process Maps Run Charts Cause & Effect Diagram Pareto Charts Histograms Check Sheets Scatter Diagrams Control Charts 7- General-Purpose Quality Analysis Tools: Process Maps A visual representation of a process. A Process Map for an Internet Retailer 7- General-Purpose Quality Analysis Tools: Run Charts Run Charts: Plotting a variable against time. 7- Effect Man Machine Material Method Environment Possible causes: The results or effect Can be used to systematically track backwards to find a possible cause of a quality problem (or effect) General-Purpose Quality Analysis Tools: Cause & Effect Diagram 7- 17 General-Purpose Quality Analysis Tools: Cause & Effect Diagram Also known .
