3-1

Select Measures

Select Measures

Use SPC to Maintain Current Process

Collect & Interpret

Data

Select Measures

Select Measures

Define Process

IsProcessCapable

?

Improve Process

Capability

IsProcessStable

?

Investigate & Fix

Special Causes

No

Yes

No

Yes

Select Measures

Purpose:•Develop understanding of

customer needs.•Determine ‘possible’

process response control points.

TheQualityImprovementModel

3-2

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Select Measures

Outputs

CustomersProcess

Products or Services

Need Measures of Process Performance

To learn about the process.

To identify improvement opportunities.

To monitor performance of the process.

Importance of Measures

3-3

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Select Measures

CustomersProcess

Products or Services

MeasurementProcess

Dealing with the Future

Dealing withthe Past

Product Controland Disposition

Process Controland Improvement

Use of Measures

Make The DecisionAnd Move On

What Does This InformationTell Us About The Process?

3-4

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Select Measures

Effective Measures

3-5

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Select Measures

Typical Measures of Process Performance

Manufacturing Product characteristics (weight, dimensions, color, chemical composition, appearance, etc.), % not meeting customer specifications, etc.

Administrative Number of errors, time to complete activity, percent not meeting requirements, etc.

Service Service time, delivery time, number of complaints, etc.

Management Number of injuries, difference between amount budgeted & actual expenditures, etc.

Example Measures

3-6

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Select Measures

Types of Measures

Counting Measures Count the number of items that

do not conform to some standard. Count the number of

nonconformities in a given area, volume, or time period.

Instrument Measures Quality characteristic is measured

by some type of measuring instrument (weight, time, size, chemical analysis, dollars, ...)

Can countthe goodand bad.

Can countthe goodand bad.

Can countthe bad

only!

Can countthe bad

only!

3-7

Select Measures

Select Measures

Understand the customer's needs, expectations, and wants.

Use process map to identify key points for measures.

Develop & document the measurement process.

Develop a process for collecting, recording, and analyzing data.

Try the measure.

Developing Measures

3-8

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Select Measures

Where can we measure the process?

What are pros and cons of the above locations?

Where should we start?

?

Selecting Measures

Outputs

CustomersProcess

Products or Services

GaugeGauge Gauge

In-Process Final Product Customer Satisfaction

3-9

Select Measures

Select Measures

Process Variables

Process Variables -- All physical or analytical measurements related to a process. Measurements can be electronic, manual observations, or laboratory results. Measurements can be in-process or final product oriented.

Process variables can be broken down in to several different types:•Input Properties - Inputs•Uncontrolled / Controlled Variables - Inputs•Response Variables – Outputs (Secondary)•Product Properties – Outputs (Primary – See on Big Block/SIPOC)

SuppliersInputs(Raw

Materials)

Outputs(Product)

CustomersProcess

Input Properties Uncontrolled / Controlled Variables

Response / OutputVariables

Product Properties

Process Variables

3-10

Select Measures

Select Measures

Input Properties (Inputs)-- Properties of inputs to the process that can be controlled through contact with supplier.

Examples:

•Manufacturing - Purity of raw materials, composition of mixes, dope solids, dope viscosity•Lab - Purity of reagents, brand/model of instrument•Maintenance - Condition of tools, size/composition of gaskets used in repair•Administrative - Number of mistakes in data

Input Properties

Process Variables

SuppliersInputs(Raw

Materials)

Outputs(Product)

CustomersProcess

Input Properties Product Properties

Uncontrolled / Controlled Variables

Response / OutputVariables

3-11

Select Measures

Select Measures

Controlled Variables (Inputs)-- Variables held at a set point or within a range (standard operating conditions), either manually or by an automatic algorithm (EPC). Set Point -- The desired level of a controlled variable.

Uncontrolled Variables (Inputs)– Variables that do not have a control system. Can only be monitored.

Examples:•Manufacturing - Feed rate of mix, reactor temperature settings (C), outside temperature (U), pump shaft speed (C), metering pump speed (C)•Lab - Hot plate temperature setting, time to cook a sample (C)•Maintenance - Alignment gauge settings, lathe settings (C)•Administrative - Procedures followed (U)

Controlled/Uncontrolled Variables

Process Variables

SuppliersInputs(Raw

Materials)

Outputs(Product)

CustomersProcess

Input Properties Product Properties

Uncontrolled / Controlled Variables

Response / OutputVariables

3-12

Select Measures

Select Measures

Response Variable (Outputs) – an analytical or measured variable that is used to control or monitor the process but is not a measurement on the final product.

Time Lag -- A delay between expected effects of variables. Example: 20 minutes after increasing a temperature (controlled input variable), the reactivity (output variable) begins to increase.

Examples:•Manufacturing - Composition before distillation, early stage viscosity•Lab - Visual check for dissolution during heating, final temperature of heated solution•Maintenance - Vibration of pump during operation, micrometer readings of machined part•Administrative - Budget variance during the project

Response/Output Variables

Process Variables

SuppliersInputs(Raw

Materials)

Outputs(Product)

CustomersProcess

Input Properties Product Properties

Uncontrolled / Controlled Variables

Response / OutputVariables

3-13

Select Measures

Select Measures

Product Properties (Outputs) -- Measurements made on the final product that indicate its performance. Important to "Value". Probably will be on Big Block/SIPOC.

Target -- The desired state of a response variable or product property.

Examples:•Manufacturing - Lab test result on final product (IV, L*, a*, b*, lubricant level, denier, entanglement)•Lab - Lab test result on “known” reference material•Maintenance - Equipment performance in the field, length of time until failure•Administrative - Number of errors in Certificates of Analysis or purchase orders

Product Properties / Output Variables

Process Variables

SuppliersInputs(Raw

Materials)

Outputs(Product)

CustomersProcess

Input Properties Product Properties

Uncontrolled / Controlled Variables

Response / OutputVariables

3-14

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Select Measures

External Variables (Inputs) -- Variables that are not controlled but may have an effect on the process. Typically uncontrolled.

Examples:

•Manufacturing - Ambient temperature•Lab - Humidity•Maintenance - Vacation scheduling during deer hunting season•Administrative - Employee morale

External/Input Variables

Process Variables

SuppliersInputs(Raw

Materials)

Outputs(Product)

CustomersProcess

Input Properties Product Properties

External Variables

Uncontrolled / Controlled Variables

Response / OutputVariables

3-15

Select Measures

Select Measures

Customer Requirements (Outputs) -- Fitness-for-use specifications given by the customer. Will be on Big Block/SIPOC or directly influenced by product property outputs.

Specifications -- the range of measurements of a product characteristic within which the product is judged acceptable to meet customers’ requirements.

Examples:

•Manufacturing - Purity above 99.7%•Lab - Sample Value reported within 2 hours•Maintenance - Repairs completed within 4 hours•Administrative - Errors below 0.5%

Customer Requirements

Customer Requirements / Output VariablesExternal Variables

Process Variables

SuppliersInputs(Raw

Materials)

Outputs(Product)

CustomersProcess

Input Properties Product Properties

Uncontrolled / Controlled Variables

Response / OutputVariables

3-16

Select Measures

Select Measures

Key Variables--any process variables that are critical to the quality, safety, or cost of the process. All Key Variables should be controlled by a control system.

Key Variables

Fast Food example

Key Variables at the Fast Food restaurant might include:

• time it takes to cook fries• number of employees on each shift• weekly cost of raw materials (food and packaging)• number of complaints

3-17

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Select Measures

StatisticalProcessControl

Control to a Standard

EngineeringProcessControl

Three Ways to Control Key Variables in a Process

3-18

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Select Measures

Statistical Process Control (SPC)

•Involves use of control charts, special cause action plans and control strategies to identify and take action on special causes.

•Primarily used on response variables and product properties (outputs).

3-19

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Select Measures

Engineering Process Control (EPC)

•EPC moves variation from where it bothers you to where it doesn’t bother you. (Ex. cruise control)

•Automatically makes compensating adjustments at a specified frequency.

•Must have reliable measurement, autocorrelated data, and process adjustments with clear cause & effect.

•Applied to inputs and outputs

3-20

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Select Measures

Control To A Standard

•A standard way to perform a task (S.O.P.).

•A standard range that a key process variable should be within.

•S.O.P.'s should be audited.

•Primarily used in inputs.

•Fundamental backbone of S.P.C.

•MUST be done first!

3-21

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Select Measures

Exercises

1.)Your Catapult Team should complete page 5 of the “Catapult Process” handout.