Center for the Advancement of Process Technology

Transcription

1 FIRST EDITION Center for the Advancement of Process Technology Prentice Hall Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico City Sao Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo

2 Preface ix Chapter 1 Introduction to Process Quality 1 Objectives 1 Key Terms 2 Introduction 2 Quality Defined 2 History of the Quality Movement in the United States 3 Dr. W. Edwards Deming 4 Joseph Juran 6 Philip Crosby 8 Other Quality Greats 10 Key Quality Concepts 10 Summary 11 Checking Your Knowledge 12 Activities 13 Chapter 2 Variability Concepts 14 Objectives 14 Key Terms 15 Introduction 15 Variability 17 Central Tendency 21 Spread 22 Types of Distributions 26 - Summary 29 Checking Your Knowledge 30 Activity 31 Chapter 3 Process Capability 32 Objectives 32 Key Terms 33 Introduction 33 Process Capability Discussion 34 Process Potential Index Cp 34 Process Capability Index Cpk 37 Process Performance Index Ppk 38 Measurement Capability Index Cm 40 iii

3 IV Contents Nested Designs 41 Representative Samples 43 Overcontrol 44 Summary 46 Checking Your Knowledge 46 Activities 47 Chapter 4 Variables Control Charts 48 Objectives 48 Key Terms 49 Introduction 49 Purpose of Control Charts 49 Relating Control Charts to Distributions of Data 50 X-Bar and R (XR) Control Charts 52 Individuals Control Charts 57 Zone Charts 61 Cumulative Summation (CUSUM) Charts 65 Exponentially Weighted Moving Average (EWMA) Charts 65 Summary 67 Checking Your Knowledge 67 Activities 68 Control Chart Templates 70 Chapter 5 Attributes Control Charts 74 Objectives 74 Key Terms 75 Introduction 75 Attribute Distributions 75 Control Charts for Poisson Distributed Data 77 Control Charts for Binomially Distributed Data 81 Attribute Chart Selector 84 Is Your Sample Size Constant or Close Enough? 84 What If You Pick the Wrong Chart Type? 86 Interpreting Control Charts 88 Manual versus Computerized Charting 91 Summary 93 Checking Your Knowledge 93 Activities 94 Attribute Chart Template 94 Chapter 6 Other Basic Quality Tools 96 Objectives 96 Key Terms 97 Introduction 97 Plan-Do-Check-Act (PDCA) Cycle 98 Brainstorming 100 Fishbone Diagrams (Ishikawa Diagrams) 101

4 Contents V Flowcharts Trend Charts Scatter Plots Pareto Charts Summary 108 Checking Your Knowledge 109 Activity 109 Pareto Chart Template 109 Chapter 7 Designed Experiments 111 Objectives 111 Key Terms 112 Introduction 112 Correlation 112 Dual Correlation 116 Regression 117 Designed Experiments 117 Role of the Process Technician 123 Roman Catapult Example 124 Summary 125 Checking Your Knowledge 126 Activities 127 Chapter 8 Root Cause Analysis 129 Objectives 129 Key Term 130 Introduction 130 Purpose of Root Cause Analysis 130 Role of the Process Technician in Root Cause Analysis 131 Kepner-Tregoe 132 Five Whys 134 Apollo 135 Cause-and-Effect Diagrams 137 Interrelationship Digraphs 138 Current Reality Trees 139 A Timelines 139 Summary 140 Checking Your Knowledge 140 Activities 142 Chapter 9 Customer Quality 143 Objectives 143 Key Terms 144 Introduction 144 The Importance of Customer Service 145 SPC = Supplier -> Process -> Customer 147 Internal Customers and External Customers 147

5 VI Contents Specifications, Requirements, and Expectations 148 Effective Customer Service Interaction 149 Summary 151 Checking Your Knowledge 151 Activity 152 Chapter 10 Six Sigma 153 Objectives 153 Key Terms 154 Introduction 154 Brief History of Six Sigma 154 Six Sigma Defect Definition 155 Stages of Six Sigma 156 SiX'! Sigma Participant Structure 163 Design for Six Sigma 164 Summary 164 Checking Your Knowledge 166 Activity 167 Chapter 11 Teams 168 Objectives 168 Key Terms 169 Introduction 169 Purpose of Teams 169 Role of Process Technician on Various Types of Teams 171 Stages of Team Development 172 Roles of Various Team Members 176 Quality Tools Used by Teams 176 Team Etiquette 180, Conflict Resolution 181 Summary 182 Checking Your Knowledge 182 Activity 183 Chapter 12 Management Systems 184 Objectives 184 Key Terms 185 Introduction 185 What is ISO 9001? 186 Key Process Quality Elements of ISO What is ISO 14001? 193 Comparison of ISO 9001 with ISO The Process Technician as an Auditor 195 The Process Technician as an Auditee 196 Malcolm Baldrige National Quality Award 198 Summary 199 Checking Your Knowledge 200 Activity 201

6 Contents VII Chapter 13 Quality Reliability Planning 202 Objectives 202 Key Terms 203 Introduction 203 Quality Design Plan 205 Quality Control Plan 206 Failure Mode and Effects Analysis 208 QRP Process Flow 211 Dibutyl Futile Example 213 Summary 214 Checking Your Knowledge 214 Activities 215 ) Blank Templates and Examples 215 f Chapter 14 Lean 221 Objectives 221 Key Terms 222 Introduction 222 What Is Lean? 222 Key Lean Tools 225 Value Stream Maps 226 Kaizen 229 Five Ss 229 Just-In-Time and Kanban 231 A Few More Japanese Words 232 Summary 232 Checking Your Knowledge 233 Activities 234 Chapter 15 Quality Costs 235 Objectives 235 Key Terms 236 Introduction 236 Money: The Language of Management 236 Types of Quality Costs 238 Price of Nonconformance 241 The Hidden Factory 241 Summary 242 Checking Your Knowledge 243 Activities 244 Chapter 16 Putting the Puzzle Together 245 Putting the Puzzle Pieces Together 246 Summary 254 Appendix A 255 Bibliography 265 Glossary 267 Index 270