# Quality Associates Case

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Chapter 20

Statistical Quality Control
GOALS
When you have completed this chapter, you will be able to:
• Discuss the role of quality control in production and service operations • Define and understand the terms chance cause, assignable cause, in control, out of control, attribute, and variable • Construct and interpret a Pareto chart • Construct and interpret a fishbone diagram • Construct and interpret a mean and range chart • Construct and interpret a percent defective and a c-bar chart • • Discuss acceptance sampling Construct an operating characteristic curve for various sampling plans.

W ter A. Shewhart (1891–1967) al

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1498 1548 1598 1648 1698 1748 1898 1948 2000

ith the advent of industrial revolution in the 19th century, mass production replaced manufacturing in small shops by skilled craftsman and artisans. While in the small shops the individual worker was completely responsible for the quality of the work, this was no longer true in mass production where each individual’s contribution to the finished product constituted only an insignificant part in the total process. The quality control by the large companies was achieved with the help of quality inspectors responsible for checking a 100 percent inspection of all the important characteristics. Dr. Walter A. Shewhart, called the father of quality control analysis, developed the concepts of statistical quality control. For the purpose of controlling quality, Shewhart developed charting techniques and statistical procedures for controlling in-process manufacturing operations. His statistical procedures are based on the concept of independent and identically distributed random variables. Based on these concepts, he distinguished between chance causes, producing random variation intrinsic to the process, and assignable causes, one should look for and take requiring corrective actions. In...

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