Statistical Quality Control
Mohammad Khaled Afzal
Click this text to get other Resources
Visit khbmh.github.io/mgt2nd for more.
Quality Management
• Quality is the ability of a product or service to
consistently meet or exceed customer expectations.
Dimensions of product quality Dimensions of service quality
Performance - in main characteristics Convenience – to availability and accessibility
Aesthetics - appearance, feel, smell, taste Reliability - consistency of performance
Special Features - extra characteristics Responsiveness- willingness to help in problem
Conformance - to design specification Time – speed of delivery
Reliability - consistency of performance Assurance – trust and confidence
Durability - useful life Courtesy – hospitality
Tangibles – physical appearance
Perceived Quality - indirect evaluation
Serviceability – handling of complaints or
repairs
Examples of Product Quality
Dimension Automobile
1. Performance Everything works, fit & finish
Ride, handling, acceleration
2. Aesthetics Exterior and Interior design,
3. Special features Convenience, placement of Gauge
Cellular phone, CD player
4. Conformance Car matches manufacturing
specification
5. Reliability Infrequent need for repairs
6. Durability Useful life in miles, resistance to rust
& corrosion
7. Perceived quality Top-rated car
8. Serviceability After sales service
Examples of Service Quality
Dimension Restaurant
1. Tangibles Were the facilities clean, personnel neat?
2. Convenience Was it conveniently located?
3. Reliability Was the test & quantity of foods always same?
4. Responsiveness Was the manager / Steward willing and able to
answer questions?
5. Time How long did the customer wait?
6. Assurance How much trust and confidence the service
personnel hold?
7. Courtesy Were customer service personnel and the cashier
friendly and courteous?
Control Charts
• Statistical Quality Control emphasizes in-process control
with the objective of controlling the quality of a
manufacturing process or service operation using sampling
techniques.
• Control Charts are useful for monitoring a process.
• A time ordered plot of representative sample statistics (e.g.
sample means) obtained from an on going process
• Upper and lower control limits define the range of
acceptable variation
5
Control Chart
• Control Chart
• Purpose: to monitor process output to see if
it is random
• A time ordered plot of representative sample
statistics obtained from an on going process
(e.g. sample means)
• Upper and lower control limits define the
range of acceptable variation
Control Chart
Abnormal variation Out of
due to assignable sources control
UCL
Mean
Normal variation
due to chance
LCL
Abnormal variation
due to assignable sources
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Sample number
Control Chart
• Common out of control patterns :
• Individual outliers
• Increasing or decreasing trends
• Jumps in the level around which the
observations varies
• Cycles
• “Hugging the control limits”
• “Hugging the center line”
Normal Distribution
Figure 10.6
= Standard deviation
− − + +
Mean
95.44%
99.74%
Observations from Sample Distribution
UCL
LCL
1 2 3 4
Sample number
Types of Control Charts
When variable (data) is continuous When variable (data) is dichotomous
When central When dispersion is When objective is to When objective is to
tendency is important important control proportion of control number of
defect generated by the defects when more
process than one defect can
be present in a
service or product
Mean Chart Range Chart p chart c chart
p z p where,
UCL = D4 R
X z c z c _ where
n p(1 − p)
LCL = D3 R p =
or n
X A2 R c=
f i
n
▪ n = number of observations in the sample (not the number of samples)
▪ A2 = Constant to provide 3 sigma limits of the sample mean for a given sample size
▪D3, D4 = constant that provide 3 SD (3 sigma) limits for a given sample size
▪In control line plot only samples mean not all observations.
Control Charts for Continuous Variables
Variables generate data that are measured.
• Mean control charts
• Used to monitor the central tendency of a
process.
• Mean _ Chart : X z or X A2 R
n
• Range control charts
• Used to monitor the process dispersion
• R charts UCL = D4 R
LCL = D3 R
Mean and Range Charts
(process mean is
shifting upward)
Sampling
Distribution
UCL
x-Chart Detects shift
LCL
UCL
Does not
R-chart
detect shift
LCL
Mean and Range Charts
Sampling
Distribution (process variability is increasing)
UCL
x-Chart Does not
LCL
reveal increase
UCL
R-chart Reveals increase
LCL
Mean and Range Chart example
• The manager of River City McDonald’s randomly selects four
customers each hour. For these selected customers, she determines
the time, in minutes, between order entry and order delivery. The
results are shown below.
• (a) Compute the mean wait, the mean range, and determine the
control limits for the mean and the range and chart them.
• (b) Are the measurements within the control limits? Interpret the
chart.
Types of Control Charts
When variable (data) is continuous When variable (data) is dichotomous
When central When dispersion is When objective is to When objective is to
tendency is important important control proportion of control number of
defect generated by the defects when more
process than one defect can
be present in a
service or product
Mean Chart Range Chart p chart c chart
p z p where,
UCL = D4 R
X z c z c _ where
n p(1 − p)
LCL = D3 R p =
or n
X A2 R c=
f i
n
▪ n = number of observations in the sample (not the number of samples)
▪ A2 = Constant to provide 3 sigma limits of the sample mean for a given sample size
▪D3, D4 = constant that provide 3 SD (3 sigma) limits for a given sample size
▪In control line plot only samples mean not all observations.
Control Chart for Attributes/dichotomous
variable
Attributes generate data that are counted.
• p-Chart - Control chart used to monitor the
proportion of defectives in a process
p(1 − p) p = p
p =
n Estimated, p =
p j
Control _ lim it = p z p k
• c-Chart- Control chart used to monitor the
number of defects per unit c = f i
n
Control _ lim it = c z c
Use of p-Charts
p-Charts
• When observations can be placed into two categories
p chart is used.
• Good or bad
• Pass or fail
• Operate or don’t operate
Example of p-Charts
Using samples of 200 credit card statements, an auditor found the
following:
Sample 1 2 3 4
Number with errors 4 2 5 9
Determine whether the fraction defective is in control
Use of c-Charts
• Use only when the number of occurrences per
unit of measure can be counted; non-
occurrences cannot be counted.
• Scratches, chips, dents, or errors per item
• Cracks or faults per unit of distance
• Breaks or Tears per unit of area
• Bacteria or pollutants per unit of volume
• Calls, complaints, failures per unit of time
Example C chart
• Decide if the following observations represent a
process that is in control.
Observation 1 2 3 4 5 6 7 8 9 10 11 12
No. of errors 1 0 3 2 0 1 3 2 1 0 2 3
Visit khbmh.github.io/mgt2nd for more.
Factors for the 3 sigma control limit for Mean
and Range chart
Factors for the 3 sigma control limit for Mean and Range
chart
n A2 D3 D4
2 1.880 0 3.267
3 1.023 0 2.575
4 0.729 0 2.282
5 0.577 0 2.115
6 0.483 0 2.004
7 0.419 0.076 1.924
8 0.373 0.136 1.864
9 0.337 0.184 1.816
10 0.308 0.223 1.777
Appendix
UCL = D4 R
R
d2 = LCL = D3 R
3
A2 =
d2 n
R = d 3
3d 3
d3 = 1 −
d2
3d 3
d4 = 1+
d2
