Content: Part 1 Process Understanding1 Quality, processes and controlObjectives1.1 The basic concepts1.2 Design, conformance and costs1.3 Quality, processes systems, teams, tools and SPC1.4 Some basic toolsChapter highlightsReferences and further readingDiscussion questions2. Understanding the processObjectives2.1 Improving customer satisfaction through process management2.2 Information about the process2.3 Process mapping and flowcharting2.4 Process analysis2.5 Statistical process control and process understandingChapter highlightsReferences and further readingDiscussion questions3. Process data collection and presentationObjectives3.1 The systematic approach3.2 Data collection3.3 Bar charts and histograms3.4 Graphs, run charts and other pictures3.5 ConclusionsChapter highlightsReferences and further readingDiscussion questions Part 2 Process Variability1. Variation: understanding and decision making Objectives 1.1 How some managers look at data 1.2 Interpretation of data1.3 Causes of variation 1.4 Accuracy and precision 1.5 Variation and managementChapter highlights References and further reading Discussion questions 2. Variables and process variation Objectives 2.1 Measures of accuracy or centring 2.2 Measures of precision or spread 2.3 The normal distribution 2.4 Sampling and averages 2.5 Chapter highlightsReferences and further reading Discussion questions Worked examples using the normal distribution 99Part 3 Process Control1. Process control using variables Objectives 1.1 Means, ranges and charts 1.2 Are we in control? 1.3 Do we continue to be in control? 1.4 Choice of sample size and frequency, and control limits 1.5 Short-, medium- and long-term variation: a change in the standard practice 1.6 Summary of SPC for variables using X and R charts Chapter highlights References and further reading Discussion questions Worked examples 2. Other types of control charts for variables Objectives 2.1 Life beyond the mean and range chart 2.2 Charts for individuals or run charts 2.3 Median, mid-range and multi-vari charts 1592.4 Moving mean, moving range and exponentially weighted moving average (EWMA) charts2.5 Control charts for standard deviation ( )2.6 Techniques for short run SPC 2.7 Summarizing control charts for variables Chapter highlights References and further reading Discussion questions Worked example 3. Process control by attributes Objectives 3.1 Underlying concepts 3.2 np-charts for number of defectives or non-conforming units 3.3 p-charts for proportion defective or non-conforming units 3.4 c-charts for number of defects/non-conformities 3.5 u-charts for number of defects/non-conformities per unit 3.6 Attribute data in non-manufacturing Chapter highlights References and further reading Discussion questions Worked examples 4. Cumulative sum (cusum) charts Objectives 4.1 Introduction to cusum charts 4.2 Interpretation of simple cusum charts 4.3 Product screening and pre-selection 4.4 Cusum decision procedures Chapter highlights References and further reading Discussion questions Worked examples Part 4 Process Capability4. Process capability for variables and its measurement Objectives 4.1 Will it meet the requirements? 4.2 Process capability indices 4.3 Interpreting capability indices 4.4 The use of control chart and process capability data 4.5 A service industry example: process capability analysis in a bank 269Chapter highlights References and further reading Discussion questions Worked examples Part 5 Process Improvement1. Process problem solving and improvement Objectives 1.1 Introduction 1.2 Pareto analysis 1.3 Cause and effect analysis 1.4 Scatter diagrams 1.5 Stratification 1.6 Summarizing problem solving and improvement Chapter highlights References and further reading Discussion questions Worked examples 2. Managing out-of-control processes Objectives 2.1 Introduction 2.2 Process improvement strategy 2.3 Use of control charts for trouble-shooting 2.4 Assignable or special causes of variation Chapter highlights References and further reading Discussion questions 3. Designing the statistical process control system Objectives 3.1 SPC and the quality management system 3.2 Teamwork and process control/improvement 3.3 Improvements in the process 3.4 Taguchi methods 3.5 Summarizing improvement Chapter highlights References and further reading Discussion questions 4. Six-sigma process quality Objectives 4.1 Introduction 4.2 The six-sigma improvement model 4.3 Six-sigma and the role of Design of Experiments 4.4 Building a six-sigma organization and culture 4.5 Ensuring the financial success of six-sigma projects 4.6 Concluding observations and links with Excellence Chapter highlights References and further reading Discussion questions 5. The implementation of statistical process control Objectives 5.1 Introduction 5.2 Successful users of SPC and the benefits derived 5.3 The implementation of SPC Chapter highlights References and further reading AppendicesA. The normal distribution and non-normality B. Constants used in the design of control charts for mean C. Constants used in the design of control charts for range D. Constants used in the design of control charts for median and range E. Constants used in the design of control charts for standard deviation 404F. Cumulative Poisson probability tables G. Confidence limits and tests of significance H. OC curves and ARL curves for -- and R charts I. Autocorrelation J. Approximations to assist in process control of attributes K. Glossary of terms and symbols Index