STATISTICAL

QUALITY
CONTROL
1ST SEM 2023-2024
Prepared by
Armele B. Joseph-Mangaran
Quality control at Xerox
▪ was the pioneer company in photocopying. In fact the first
photocopying ever made.
▪ it has been a successful American company.
▪ 1960’s has been referred to them as the “Golden Years”
▪ it was one of America’s most highly regarded companies and
it is also competitive and doing well.
▪ 1976 the company was “attacked by Japanese”
▪ 1983, Xerox launched its leadership through quality campaign.
▪ 1983 to 1993, Xerox regained the market share it had lost to
the Japanese and received more than 20 awards worldwide for
quality achievements.
▪ 1994, Xerox chairman and CEO Paul Allaire outlined a
strategy for Xerox 2000.
WHAT IS QUALITY ?

 “Qualityis achieving or reaching the highest

standards as against being satisfied with the
sloppy or fraudulent”.
-- Historian Barbara W. Tuchman

 “Qualityis meeting customer

expectations”.
-- AT&T
WHAT IS QUALITY ?
→ when a product delivers what is stipulated for it
in its specifications.
→ Philip B. Crosby, author of QUALITY IS FREE
and QUALITY WITHOUT TEARS, said that
“quality is conformance to requirements”
→ Armand V. Foigenbaum, says in his book
TOTAL QUALITY CONTROL that “quality is a
customer determination”
→ David A. Garvin, author of MANAGING
QUALITY, advocates the 5 Dimensions of
Quality.
5 Dimensions of Quality.
❖ Transcendent quality
→ a product has an innate excellence
❖ Product Quality
→ quality is measurable in the product
❖ User Quality
→quality of a product is determined by the
consumer
❖ Manufacturing Quality
→ mainly from engineering and manufacturing
practices
❖ Value Quality
→ which has to do with price and costs.
WHAT IS QUALITY CONTROL ?

 Is a continual process of testing,

measuring and evaluating products
according to the most rigorous
standards and spectations.
 Is the collection of strategies,
techniques, and actions taken by an
organization to assure itself that it
is producing a quality product
WHAT IS STATISTICAL QUALITY
CONTROL ?
 Means planning and carrying out the
following activities on the basis of facts,
statistical thinking and statistical
approaches.

 Tomonitor the quality of the product or

services as it is being developed.
TWO DISTINCT WAYS OF QUALITY
CONTROL
AFTER-PROCESS QUALITY
IN-PROCESS QUALITY CONTROL
CONTROL

▪ Involves inspecting the  Techniques measure product

attributes of a finished attributes at various intervals
product to determine through-out the
manufacturing process in an
whether the product is
effort to pinpoint problem
acceptable, is in need of
areas.
rework or is to be rejected
 This invention in turn opens
and scrapped.
the door to opportunities for
improving the process and the
product.
ABOUT DEMING
▪ W. Edwards Deming, who directed the
Japanese rise to the top in quality
management.
 His philosophy is that a company’s
principal purpose is not to make money
but to continue to exist and provide jobs.
 Deming believed that quality control is a
long term total company effort.
 The effort is called “Total Quality
Management”.
DEMING’S 14 POINTS
1. Create constancy of purpose for
improvement of product and service.
2. Adopt the new philosophy.
3. Cease dependence on mass inspection.
4. End the practice of awarding business on
price tag alone.
5. Improve constantly and forever the
system of production and services.
6. Institute training.
7. Institute leadership.
8. Drive out fear.
9. Break down barriers between staff areas.
10. Eliminate slogans.
11. Eliminate numerical quotas.
12. Remove barriers to pride of workmanship.
13. Institute a vigorous program of education
and retraining.
14. Take action to accomplish the
transformation.
TOTAL QUALITY MANAGEMENT

▪ It involves all members of the

organization – from the CEO to
the line worker – in improving
quality.
DID YOU KNOW ???
 Dr. Walter A. Shewhart, of the bell
laboratories, developed the concept of
Statistical Quality Control. He introduced
the concept of “controlling” the quality of
products as it was being manufactured,
rather than inspecting the quality into the
product after it was manufactured.
SOME IMPORTANT QUALITY CONCEPT

❖TEAM BUILDING

❖JUST-IN-TIME INVENTORY SYSTEM

❖BENCHMARKING

❖REENGINEERING
TEAM BUILDING
▪ Occurs when a group of employees are organized as
an entity to undertake management tasks and
perform other functions such as organizing,
developing and overseeing projects.

▪ The result of team building is that more and more

workers are taking over managerial responsibilities.
There are fewer lines of demarcation between worker
and manager between union and nonunion.Workers are
invited to work on a par with managers to remove
obstacles that prevent a company from delivering a
quality products. The old “us and them” point of view is
being replaced by a cooperative relationship between
managers and workers in reaching common goals under
team building.
JUST IN-TIME SYSTEM
 Means that no raw materials or inventory of parts are
stored for production
✓ Another technique used to improve quality control
which focuses on raw materials, subparts, and
suppliers. A just-in-time inventory system means that
no extra raw materials or inventory of parts are
stored for production. Necessary supplies and parts
needed for production arrive “just in time”.
✓ The Advantage of this system is that holding costs
personnel, and space needed to manage inventory are
reduced. Even within the production process, as
subparts are assembled and merged, the just-in-time
philosophy can be applied to smooth the process and
eliminate bottlenecks.
BENCHMARKING
✓ Is a method in which a company
attempts to develop and establish total
quality management from product to
process by examining and emulating the
best practices and techniques used in its
industry.
✓ The ultimate objectives of benchmarking
is to use a positive, proactive process to
make changes that will effect superior
performance. The process of
benchmarking involves studying
competitors and learning from the best in
the industry.
REENGINEERING
✓ Is the complete redesign of the core business process in
a company. It involves innovation and is often a
complete departure from the company’s usual way of
doing business.
✓ Is not a fine-tuning of the present process nor is it mere
downsizing of a company. It starts with a blank sheet of
paper and an idea about where the company would
like to be in the future. Without considering the present
limitations constraints of the company, the
reengineering process works backward from where the
company wants to be in the future and then attempts
to determine what it would take to get there. The
company cuts or adds, reshapes, or redesigns itself to
achieve the new goal. The reengineering approach
involves determining what the company would be like if
one could start from scratch and then redesign the
processes to make it work that way.
Three Broad Categories of
Statistical Quality Control

❖ Descriptive statistics

❖ Statistical process control

(SPC)

❖ Acceptance sampling
SOURCES OF VARIATION
❑ Chance/Natural/ Common
Variation

❑ Assignable Variation
CONTROL CHARTS
➢ Can be used to monitor a process
to see if the process output is
random.

➢ Its purpose is to monitor

graphically the quality of a product or
services.
TYPES OF CONTROL CHARTS
 Variable Control Chart
- the x-bar charts
- the range charts
 Attribute Control Chart
- the p-charts
- the c-bar charts
x chart
- is a graph of sample means computed for a
series of small random samples over a period of
time.

R-chart
- Is a plot of the sample ranges and often is used
in conjunction with an x-bar chart.
Example
Statistical Software Inc. offers a toll free
number where customers can call with
problems involving the use of their products
from 7am until 11pm daily. It is impossible
to have every call answered immediately by
a technical representative, but it is important
customers do not wait too long for a person
to come on the line. To understand their
process statistical software inc. decides to
develop a control chart. For the 16 hours of
operation, 5calls were sampled each hour.
Time 1 2 3 4 5 Mean Range
7am 8 9 15 4 11 9.4 11
8 7 10 7 6 8 7.6 4
9 11 12 10 9 10 10.4 3
10 12 8 6 9 12 9.4 6
11 11 10 6 14 11 10.4 8
12pm 7 7 10 4 11 7.8 7
1 10 7 4 10 10 8.2 6
2 8 11 11 7 7 8.8 4
3 8 11 8 14 12 10.6 6
4 12 9 12 17 11 12.2 8
5 7 7 9 17 13 10.6 10
6 9 9 4 4 11 7.4 7
7 10 12 12 12 12 11.6 2
8 8 11 9 6 8 8.4 5
9 10 13 9 4 9 9 9
10 9 11 8 5 11 8.8 6
Control chart Constants for x-bar and R charts
n A2 D2 D3 D4
2 1.880 1.128 0 3.267
3 1.023 1.693 0 2.575
4 0.729 2.059 0 2.282
5 0.577 2.326 0 2.115
6 0.483 2.534 0 2.004
7 0.419 2.704 0.076 1.924
8 0.373 2.847 0.136 1.864
9 0.337 2.970 0.184 1.816
10 0.308 3.078 0.223 1.777
11 0.285 3.173 0.256 1.744
12 0.266 3.258 0.284 1.716
13 0.249 3.336 0.308 1.692
14 0.235 3.407 0.329 1.671
15 0.223 3.472 0.348 1.652
C-bar chart
-refers to the number of defects per unit.
Example:
The publisher of the Harbor Daily Telegraph is
concern about the number of misspelled words in
the daily newspaper. They do not print a paper on
Saturday and Sunday. In an effort to control the
problem and promote the need for correct
spelling a control chart will be used. The number
of misspelled words found in the final edition of
the paper for the last 10 days is 5,6,3,0,4,5,1,2,7
and 4. Determine the appropriate control limit
and interpret the chart.
P-chart
- percent defective chart.
Example:
The credit department at global national bank is
responsible for entering each transaction
charged to the customers monthly statement,
of course accuracy is critical and errors will
make the customers very unhappy.To guard
against errors, each data entry checks that the
time and a computer program checks that the
numbers match 7 people were working last
hour and here are their results.
Inspector # of inspected # of mismatched
Mendez 1500 4
Roxas 1500 6
Gonzales 1500 6
Santos 1500 2
Regalado 1500 15
Marcelo 1500 4
Rivera 1500 4

Construct the percent defective chart for

this process. What are the upper and lower
control limits? Interpret the results. Does it
appear any of the data entry checks are “out-
of-control”?