Chapter
3 Quality and Performance
DISCUSSION QUESTIONS
1. The use of automation in a highly craft-oriented process is certainly something to
ponder over. For example, Steinway grand pianos are objects of beauty, each with
its own personality because the fine woods for the exterior finishes and the sound
board all have their own natural differences, thereby requiring craftsmen to bring it
all together to achieve the high quality of appearance and sound. The use of
automation here is not to reduce the cost of manufacturing because the profit
margins are large. However, the “action” mechanisms are standard in their design
and can be produced in larger quantities. These mechanisms must be produced to
fine specifications so that the craftsmen involved with the “voicing process” and
“tone regulation” can have a firm basis from which to do their work. In essence,
Steinway has reduced the inherent variability of their manufacturing process by
adhering to strict conformance to specifications in the action mechanisms.
2. It is important for the new corporation to have a high-quality product right at the
start because it has no market presence in the automobile market. Making sure that
the process is capable is very important for a secure start and long-term presence.
Many companies have failed miserably when introducing a new product because the
production system was not capable of producing a product without defects. The
automobile industry is very demanding from a quality perspective. Quality can be
considered an “order qualifier” in many instances. This puts pressure on any new
venture, but especially on a new company trying to compete against Japanese,
American, and German companies who have been in the market a long time.
However, delaying a market entry has important marketing implications.
Competitors have more time to combat the entry and secure their own market
shares.
3. Unethical business practices degrade the quality of a service or product because
quality, from a consumer’s perspective, is often defined by the experience involved
with the consumption of the service or product. This experience involves the
interactions with the business or organization providing the service or product. If the
consumer feels exploited, thinks the provider has lied about something, or thinks
that the provider is trying to garner more than a fair compensation for the service or
product the quality of the experience deteriorates. The International Organization
for Standardization (IOS) has developed ISO 26000:2010, which is a set of
guidelines on social responsibility for organizations to follow. It is generally
accepted that ethical behavior is the best avenue for the long-term growth of
organizations.
3-1
Copyright © 2016 Pearson Education, Inc.
,3-2 l PART 1 l Managing Processes
PROBLEMS
Statistical Process Control
1. Quickie Car Wash
x = 390 sec, n = 9, R = 10 sec
From Table 3.1,
A2 = 0.337, D3 = 0.184, D4 = 1.816
UCLR = D4 R = 1.816(10 sec) = 18.16 sec
LCLR = D3 R = 0.184(10 sec) = 1.84 sec
UCLx = x + A2 R = 390 sec + 0.337(10 sec) = 393.37 sec
LCLx = x − A2 R = 390 sec – 0.337(10 sec) = 386.63 sec
2. Isogen Pharmaceuticals
x = 150 milliliters, n = 4, R = 3 ml
From Table 3.1,
A2 = 0.729 , D3 = 0.0 , D4 = 2.282
UCLR = D4 R = 2.282 (3 ml ) = 6.846 ml
LCLR = D3 R = 0.0 (3 ml ) = 0.0 ml
UCLx = x + A2 R = 150 ml + 0.729 (3 ml ) = 152.187 milliliters
LCLx = x − A2 R = 150 ml − 0.729 (3 ml ) = 147.813 milliliters
3. Canine Gourmet Company
x = 45 grams, n = 10, R = 6 grams
a. From Table 3.1,
A2 = 0.308, D3 = 0.223, D4 = 1.777
UCLR = D4 R = 1.777(6 grams) = 10.662 grams
LCLR = D3 R = 0.223(6 grams) = 1.338 grams
UCLx = x + A2 R = 45 grams + 0.308(6 grams) = 46.848 grams
LCLx = x − A2 R = 45 grams – 0.308(6 grams) = 43.152 grams
b. The range is in statistical control; however, the averages of samples 2, 4, and 5
are out of statistical control, therefore, the process is out of control.
4. Aspen Plastics
For a quick overview of the data, we can use an Excel Spreadsheet which shows
among other things that x = 0.597" and R = 0.035. The graph tracks the outside
diameters over the 6 samples, with four in each sample.
Copyright © 2016 Pearson Education, Inc.
, Quality and Performance l CHAPTER 3 l 3-3
Bottle
x R
Sample
1
2
3
4
1
0.594
0.622
0.598
0.590
0.601
0.032
2
0.587
0.611
0.597
0.613
0.602
0.026
3
0.571
0.580
0.595
0.602
0.587
0.031
4
0.610
0.615
0.585
0.578
0.597
0.037
5
0.580
0.624
0.618
0.614
0.609
0.044
6
0.585
0.593
0.607
0.569
0.589
0.038
Average
0.597
0.035
Outside
diameter
of
bottle
neck
0.630
0.620
0.610
0.600
0.590
Inches
0.580
0.570
0.560
0.550
0.540
x = 0.597" , n = 4, R = 0.035"
From Table 3.1
A2 = 0.729, D3 = 0.0, D4 = 2.282
UCL R = D4 R = 2.282(0.035" ) = 0.080"
LCL R = D3 R − 0.0(0.035" ) = 0.0"
UCL x = x + A2 R = 0.597"+0.729(0.035" ) = 0.623"
LCL x = x − A2 R = 0.597"−0.729(0.035" ) = 0.571"
5. Mega-Byte Academy
We initially assume the historical grand average is adequate for the central line of the chart:
Student
Year 1 2 3 4 5 6 7 8 9 10 Average
1 63 57 92 87 70 61 75 58 63 71 69.7
2 90 77 59 88 48 83 63 94 72 70 74.4
3 67 81 93 55 71 71 86 98 60 90 77.2
4 62 67 78 61 89 93 71 59 93 84 75.7
5 85 88 77 69 58 90 97 72 64 60 76.0
Copyright © 2016 Pearson Education, Inc.
3 Quality and Performance
DISCUSSION QUESTIONS
1. The use of automation in a highly craft-oriented process is certainly something to
ponder over. For example, Steinway grand pianos are objects of beauty, each with
its own personality because the fine woods for the exterior finishes and the sound
board all have their own natural differences, thereby requiring craftsmen to bring it
all together to achieve the high quality of appearance and sound. The use of
automation here is not to reduce the cost of manufacturing because the profit
margins are large. However, the “action” mechanisms are standard in their design
and can be produced in larger quantities. These mechanisms must be produced to
fine specifications so that the craftsmen involved with the “voicing process” and
“tone regulation” can have a firm basis from which to do their work. In essence,
Steinway has reduced the inherent variability of their manufacturing process by
adhering to strict conformance to specifications in the action mechanisms.
2. It is important for the new corporation to have a high-quality product right at the
start because it has no market presence in the automobile market. Making sure that
the process is capable is very important for a secure start and long-term presence.
Many companies have failed miserably when introducing a new product because the
production system was not capable of producing a product without defects. The
automobile industry is very demanding from a quality perspective. Quality can be
considered an “order qualifier” in many instances. This puts pressure on any new
venture, but especially on a new company trying to compete against Japanese,
American, and German companies who have been in the market a long time.
However, delaying a market entry has important marketing implications.
Competitors have more time to combat the entry and secure their own market
shares.
3. Unethical business practices degrade the quality of a service or product because
quality, from a consumer’s perspective, is often defined by the experience involved
with the consumption of the service or product. This experience involves the
interactions with the business or organization providing the service or product. If the
consumer feels exploited, thinks the provider has lied about something, or thinks
that the provider is trying to garner more than a fair compensation for the service or
product the quality of the experience deteriorates. The International Organization
for Standardization (IOS) has developed ISO 26000:2010, which is a set of
guidelines on social responsibility for organizations to follow. It is generally
accepted that ethical behavior is the best avenue for the long-term growth of
organizations.
3-1
Copyright © 2016 Pearson Education, Inc.
,3-2 l PART 1 l Managing Processes
PROBLEMS
Statistical Process Control
1. Quickie Car Wash
x = 390 sec, n = 9, R = 10 sec
From Table 3.1,
A2 = 0.337, D3 = 0.184, D4 = 1.816
UCLR = D4 R = 1.816(10 sec) = 18.16 sec
LCLR = D3 R = 0.184(10 sec) = 1.84 sec
UCLx = x + A2 R = 390 sec + 0.337(10 sec) = 393.37 sec
LCLx = x − A2 R = 390 sec – 0.337(10 sec) = 386.63 sec
2. Isogen Pharmaceuticals
x = 150 milliliters, n = 4, R = 3 ml
From Table 3.1,
A2 = 0.729 , D3 = 0.0 , D4 = 2.282
UCLR = D4 R = 2.282 (3 ml ) = 6.846 ml
LCLR = D3 R = 0.0 (3 ml ) = 0.0 ml
UCLx = x + A2 R = 150 ml + 0.729 (3 ml ) = 152.187 milliliters
LCLx = x − A2 R = 150 ml − 0.729 (3 ml ) = 147.813 milliliters
3. Canine Gourmet Company
x = 45 grams, n = 10, R = 6 grams
a. From Table 3.1,
A2 = 0.308, D3 = 0.223, D4 = 1.777
UCLR = D4 R = 1.777(6 grams) = 10.662 grams
LCLR = D3 R = 0.223(6 grams) = 1.338 grams
UCLx = x + A2 R = 45 grams + 0.308(6 grams) = 46.848 grams
LCLx = x − A2 R = 45 grams – 0.308(6 grams) = 43.152 grams
b. The range is in statistical control; however, the averages of samples 2, 4, and 5
are out of statistical control, therefore, the process is out of control.
4. Aspen Plastics
For a quick overview of the data, we can use an Excel Spreadsheet which shows
among other things that x = 0.597" and R = 0.035. The graph tracks the outside
diameters over the 6 samples, with four in each sample.
Copyright © 2016 Pearson Education, Inc.
, Quality and Performance l CHAPTER 3 l 3-3
Bottle
x R
Sample
1
2
3
4
1
0.594
0.622
0.598
0.590
0.601
0.032
2
0.587
0.611
0.597
0.613
0.602
0.026
3
0.571
0.580
0.595
0.602
0.587
0.031
4
0.610
0.615
0.585
0.578
0.597
0.037
5
0.580
0.624
0.618
0.614
0.609
0.044
6
0.585
0.593
0.607
0.569
0.589
0.038
Average
0.597
0.035
Outside
diameter
of
bottle
neck
0.630
0.620
0.610
0.600
0.590
Inches
0.580
0.570
0.560
0.550
0.540
x = 0.597" , n = 4, R = 0.035"
From Table 3.1
A2 = 0.729, D3 = 0.0, D4 = 2.282
UCL R = D4 R = 2.282(0.035" ) = 0.080"
LCL R = D3 R − 0.0(0.035" ) = 0.0"
UCL x = x + A2 R = 0.597"+0.729(0.035" ) = 0.623"
LCL x = x − A2 R = 0.597"−0.729(0.035" ) = 0.571"
5. Mega-Byte Academy
We initially assume the historical grand average is adequate for the central line of the chart:
Student
Year 1 2 3 4 5 6 7 8 9 10 Average
1 63 57 92 87 70 61 75 58 63 71 69.7
2 90 77 59 88 48 83 63 94 72 70 74.4
3 67 81 93 55 71 71 86 98 60 90 77.2
4 62 67 78 61 89 93 71 59 93 84 75.7
5 85 88 77 69 58 90 97 72 64 60 76.0
Copyright © 2016 Pearson Education, Inc.
