Chapter 16—Quality Control and SPC

TRUE/FALSE

1. Quality control focuses on the design of a good or service to ensure meeting customer expectations.

ANS: F PTS: 1

2. It generally costs more to correct an error or defect at the design stage than after it has reached the
customer.

ANS: F PTS: 1

3. A key element of a control system is the ability to measure performance and compare it to a
performance standard.

ANS: T PTS: 1

4. “Quality at the source" focuses on supplier quality at the beginning of a value chain.

ANS: F PTS: 1

5. In manufacturing, quality control is generally applied at the receiving stage from suppliers, during
various production processes, and at the finished goods stage.

ANS: T PTS: 1

6. In-process quality control is typically performed by the employees who run the processes.

ANS: T PTS: 1

7. Quality control of front-office operations in services can effectively use many of the same techniques
that are applied in manufacturing.

ANS: F PTS: 1

8. The goal of statistical process control (SPC) is to help identify and eliminate unwanted causes of
variation.

ANS: T PTS: 1

9. With good management, all variability of output from any goods- or service-producing process can be
eliminated.

ANS: F PTS: 1

10. Common cause variation generally accounts for about 10 to 15% of all variation within a process.

ANS: F PTS: 1

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11. Poor quality that might result from a broken tool or an employee who is ill would be an example of
special cause variation.
ANS: T PTS: 1

12. A system governed only by common causes is called a stable system.

ANS: T PTS: 1

13. Special cause variation tends to be easily detectable using statistical methods.

ANS: T PTS: 1

14. A process is considered to be in control when all common and special causes have been eliminated.

ANS: F PTS: 1

15. Over-adjusting a process that is in control will usually increase the variation in the output.

ANS: T PTS: 1

16. Collecting continuous data is usually easier than collecting discrete data.

ANS: F PTS: 1

17. In developing process control charts, if special causes are present, they are not representative of true
state of statistical control, and the calculations of the center line and control limits will be biased.

ANS: T PTS: 1

18. An -chart is always analyzed first because the control limits in the R-chart depend on the mean ( ) of
the data.

ANS: F PTS: 1

19. If the mean in the range chart shifts down significantly, it indicates that the variation in the process has
decreased.

ANS: T PTS: 1

20. As long as no points are outside of the control limits in a control chart, the process would be
considered to be in control

ANS: F PTS: 1

21. A c-chart is used to monitor the fraction nonconforming, whereas a p-chart monitors the number of
nonconformances per unit.

ANS: F PTS: 1

22. Larger sample sizes allow smaller changes in process characteristics to be detected with higher
probability.

ANS: T PTS: 1

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 23. The lower the rate of defects, the higher the sample size should be in p-charts.

ANS: T PTS: 1

24. If process quality approaches six sigma levels, then standard types of control charts are not useful.

ANS: T PTS: 1

25. To account for the process centering, a two-sided capability index is often used.

ANS: F PTS: 1

26. Process capability quantifies the variation that results from common causes.

ANS: T PTS: 1

27. It is not necessary to have a process in control when establishing control limits.

ANS: F PTS: 1

28. Both the p-chart and the c-chart use variable data.

ANS: F PTS: 1

29. When the range of process variation is larger than the design specifications, the process capability
index will be less than 1.

ANS: T PTS: 1

30. The value of Cpk is the average of the lower and upper capability indexes; that is, C pk = (Cpl + Cpu)/2.

ANS: F PTS: 1

MULTIPLE CHOICE

1. Common cause variation is

a. Controllable at the sources
b. Called assignable cause
c. Can be reduced by statistical process control methods
d. The responsibility of management
ANS: D PTS: 1

2. Which of the following is not a component of a control system?

a. Statistical sampling
b. Measures of actual performance
c. Goals or standards
d. Comparison of actual performance with standards or goals for corrective action if
necessary
ANS: A PTS: 1

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3. In the 1:10:100 Rule, which of the following would be correct?
a. If a defect or service error is identified and corrected at the design stage, it might cost
$100 to fix.
b. If a defect or service error is identified and corrected at the production process stage, it
might cost $100 to fix.
c. If a defect or service error is identified and corrected after it reaches the customer, it might
cost $100 to fix.
d. If a defect or service error is identified and corrected at the design stage, it might cost
$1x$10x$100 = $1,000 to fix.
ANS: C PTS: 1

4. Quality at the source means that quality is controlled by

a. People responsible for the work
b. Quality control managers
c. Front line supervisors
d. Top management
ANS: A PTS: 1

5. Testing whether a computer boots up the first time is an example of

a. Supplier certification and management
b. In-process control
c. Finished goods control
d. Statistical process control
ANS: C PTS: 1

6. Evaluating the trade-offs between the costs of detecting and replacing a defective part or allowing it to
continue on through the production process is related to
a. Supplier certification and management
b. In-process control
c. Finished goods control
d. Statistical process control
ANS: B PTS: 1

7. Which of the following is most closely related to Statistical Process Control (SPC)?
a. Removing common causes of variation
b. Removing special causes of variation
c. Removing all causes of variation
d. Computing process capability
ANS: B PTS: 1

8. Common cause variation

a. Cannot be explained except in an aggregate sense
b. Is easily detectable with statistical methods and control charts
c. Cannot be reduced through better technology, process design, or training
d. Is the responsibility of the workers who run the processes
ANS: A PTS: 1

9. Regarding special cause variability, all are true except

a. Disrupt the random patterns of common cause variation
b. Arises from external sources that are not inherent in the process
c. Appear sporadically

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 d. Hard to detect using statistical methods
ANS: D PTS: 1

10. If no special causes affect the output of a process, we say that the process is ____; when special causes
are present, the process is said to be ____.
a. Qualified; not qualified
b. In control; out of control
c. Capable; not capable
d. Certified; not certified
ANS: B PTS: 1

11. Which is not related to a discrete metric?

a. Counting
b. Visual inspection
c. Good or bad
d. Time
ANS: D PTS: 1

12. Which of the following is not related to a continuous metric?

a. Measured as the degree of conformance to a specification
b. x-bar and R charts
c. p-chart
d. Time
ANS: C PTS: 1

13. Which of the following suggests a process that is not in control?

a. Points follow a smooth pattern from the lower control limit to the upper control limit
b. The number of points above and below the center line is about the same
c. Points fall randomly above and below the center line
d. No points are outside the control limits
ANS: A PTS: 1

14. p-charts
a. Are used for the fraction of non-conforming items
b. Count the number of nonconformances per unit
c. Use continuous metrics
d. Can have negative lower limits
ANS: A PTS: 1

15. c-charts
a. Are used for the fraction of non-conforming items
b. Count the number of nonconformances per unit
c. Use continuous metrics
d. Can have negative lower limits
ANS: B PTS: 1

16. To monitor the fraction of printed circuit boards that do not pass a functional test, a(n) ____ is
used.
a. -chart

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 b. p-chart
c. c-chart
d. R-chart
ANS: B PTS: 1

17. If one was monitoring the average time to load a web page, the chart to use would be the
a. -chart
b. R-chart
c. p-chart
d. c-chart
ANS: A PTS: 1

18. A bottling process sometimes results in overfills or underfills. Overfills are especially damaging
to the equipment. Which process capability index would this company most want to monitor?
a. Cp
b. Cpl
c. Cpu
d. Cpk
ANS: C PTS: 1

19. Ritz-Carlton Hotel Company uses which one of the following methods to control quality?
a. R-bar and x-bar control charts to monitor customer complaints.
b. The 1:10:100 rule for goods quality only
c. Self-control of the individual employee based on their spontaneous behavior.
d. The process capability index for all goods and services provided by the hotel.
ANS: C PTS: 1

20. Historically, the average proportion of defective bars has been 0.015. Samples of 100 bars each are
taken. Construct a p-chart using z = 3. Suppose a sample had 0.044 defectives. What would you do?
a. Nothing; it appears to be random variation.
b. Look for assignable causes.
c. Delete the sample with 0.044 defects and take another sample that is better.
d. None of these choices
ANS: A PTS: 1

21. The upper and lower specification limits for a component are 4.20, and 4.30 ounces, respectively.
The process standard deviation is .02, and the process average is 4.24 ounces. Which one of the
following statements is true.
a. The Cp index indicates the process is centered.
b. The Cp index indicates the process is not centered.
c. The Cpk index indicates the process is centered.
d. The Cpk index indicates the process is not centered.
ANS: D PTS: 1

22. A supplier is producing a machined part for the transmission of your vehicle. The upper
specification limit is 0.125 cm and the lower specification limit is 0.085. The process standard
deviation for the process that makes this part is 0.008 and the process average is 0.105. What
conclusion can be drawn from these process capability data?
a. The process is centered and capable.
b. The process is not centered and capable.

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 c. The process is centered and not capable.
d. The process is not centered and not capable.
ANS: C PTS: 1

23. The center line (p-bar) for a p-chart is 0.50 with an UCL = 0.70 and a LCL = 0.35. The results of the
next eight sample means are 0.45, 0.60, 0.39, 0.44, 0.48, 0.53, 0.54, and 0.61. What would you do?
a. Nothing; the process is in control.
b. increase the sample size to get a better measure.
c. investigate assignable causes because four observations are above the center line.
d. investigate assignable causes because there is a bad trend (run).
ANS: D PTS: 1

24. Which one of the following statements is true?

a. Common cause variation arises from external sources that are not inherent in the process
and is where statistical quality control methods are most useful.
b. If the metric is discrete, a p- or c-chart is normally used.
c. Statistical process control is not used in hospitals due to the high liability costs.
d. Statistical process control charts are used when trying to monitor and control 5- and 6-
sigma quality levels.
ANS: B PTS: 1

25. Honda wants to monitor the number of blemishes (scratches, blisters, etc.) on the fenders of its
cars using a statistical process control chart. The most appropriate type of SPC chart is
a. x-bar.
b. R-bar chart.
c. Cpk chart
d. c-chart
ANS: D PTS: 1

26. Statistical calculations will show that if p = .01, then the sample size needed to have at least a 95%
chance of finding at least one nonconformance is
a. 30
b. 100
c. 300
d. 1,000
ANS: C PTS: 1

27. Indications in a control chart of an out-of-control situation include all of the following except
a. Six or seven consecutive points that increase or decrease in value
b. About the same number of points above and below the center line
c. There are points outside control limits
d. There are no more points near the center line than there are close to the control limits
ANS: B PTS: 1

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SHORT ANSWER

1. Define and give an example of the three components of any control system.

ANS:
The three components of any control system are:
1. A performance standard or goal
2. A means of measuring actual performance
3. Comparison of actual performance with the standard to form the basis for corrective
action

Many examples can be provided, such as driving, taking an exam, keeping an inventory of milk in
your refrigerator, and so on.

PTS: 1

2. Explain and give the significance of the 1:10:100 Rule.

ANS:
If a defect or service error is identified and corrected at the design stage, it might cost $1 to fix. If it
isn't discovered until the production process, it may cost $10 to fix. However, if the defect is not
detected until it reaches the customer, it may cost $100 to correct. The actual numbers are irrelevant,
and the exact ratios differ among firms and industries. What is relevant is that the cost of repair or
service recovery grows dramatically the further defects and errors move along the value chain.

PTS: 1

3. Define "quality at the source."

ANS:
Quality at the source means that the people responsible for the work control the quality of their
processes by identifying and correcting any defects or errors when they are first recognized or first
occur. This requires that employees have good observation, data collection and analysis skills, as well
as proper tools, training and the support of management.

PTS: 1

4. Discuss the three basic quality control practices used in manufacturing.

ANS:
The three basic quality control practices used in manufacturing are:
Supplier Certification and Management If incoming materials are of poor quality, then the final
manufactured good will certainly be no better. Suppliers should be expected to provide documentation
and statistical evidence that they are meeting required specifications. If supplier documentation is done
properly, incoming inspection can be completely eliminated. Many companies have formal supplier
certification programs to ensure the integrity of incoming materials.
In-Process Control In-process quality control systems are needed to ensure that defective outputs do
not leave the process and, more importantly, to prevent them in the first place. An organization must
consider trade-offs between the explicit costs of detection, repair, or replacement and the implicit costs
of allowing a nonconformity to continue through the production process. In-process control is typically
performed by the people who run the processes on the front lines; this is an example of quality at the
source.

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 Finished Goods Control Finished goods control is often focused on verifying that the product
meets customer requirements. For many consumer products, this consists of functional testing.
For instance, a manufacturer of televisions might do a simple test on every unit to make sure it
operates properly. Modern technology now allows for such tests to be conducted rapidly and cost-
effectively. For example, imaging scanners along food packaging lines easily check for foreign
particles.

PTS: 1

5. Define Statistical Process Control (SPC) and differentiate between common cause and special (or
assignable) cause variation.

ANS:
Statistical Process Control (SPC) is a methodology for monitoring quality of manufacturing and
service delivery processes to help identify and eliminate unwanted causes of variation.

Common cause variation is the result of complex interactions of variations in materials, tools,
machines, information, workers and the environment. Such variation is a natural part of the
technology and process design and cannot be controlled; that is, we cannot influence each
individual output of the process.

Special (or assignable) cause variation arises from external sources that are not inherent in the
process, appear sporadically and disrupt the random pattern of common causes. Special cause
variation occurs sporadically and can be prevented or at least explained and understood.

PTS: 1

6. Describe the steps required to develop and use control charts.

ANS:
1. Preparation
a. Choose the metric to be monitored.
b. Determine the basis, size, and frequency of sampling.
c. Set up the control chart.
2. Data collection
a. Record the data.
b. Calculate relevant statistics: averages, ranges, proportions, and so on.
c. Plot the statistics on the chart.
3. Determination of trial control limits
a. Draw the center line (process average) on the chart.
b. Compute the upper and lower control limits.
4. Analysis and interpretation
a. Investigate the chart for lack of control.
b. Eliminate out-of-control points.
c. Re-compute control limits if necessary.
5. Use as a problem-solving tool
a. Continue data collection and plotting.
b. Identify out-of-control situations and take corrective action.
6. Determination of process capability using the control chart data

PTS: 1

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7. Discuss the difference between a continuous metric and a discrete metric, give examples of each, and
list the common control charts associated with each.
ANS:
A continuous metric is one that is calculated from data that are measured as the degree of conformance
to a specification on some continuous scale of measurement. Examples are length, weight, and time.
Customer waiting time and order lead time are other examples. Continuous data usually require x-bar
and R charts.

A discrete metric is one that is calculated from data that are counted. A dimension on a machined part
is either within tolerance or out of tolerance, an order is either complete or incomplete, or a customer
made a complaint or not about a service experience. We can count the percentage or number of parts
within tolerance, the percentage or number of complete orders, and the percentage or number of
complaints. These examples usually require a p- or c-charts.

PTS: 1

8. In general, discuss how to interpret control charts.

ANS:
A process is in control when the control chart has the following characteristics:
1. No points are outside control limits.
2. The number of points above and below the center line is about the same.
3. The points seem to fall randomly above and below the center line.
4. Most but not all points are near the center line and only a few are close to the control
limits.

Lack of control is usually recognized by points outside of control limits, sudden shifts in the average,
trends up or down or a wave or cycle pattern.

Rules used to identify a shift include:

1. 8 points in a row above or below the center line
2. 10 of 11 consecutive points above or below the center line
3. 12 of 14 consecutive points above or below the center line
4. 2 of 3 consecutive points in the outer one-third region between the center line and one of the
control limits.

PTS: 1

9. Explain the issues associated with selecting the appropriate sample size and sampling frequency for
control charts.

ANS:
A small sample size is desirable to keep the cost associated with sampling low. On the other hand,
large sample sizes provide greater degrees of statistical accuracy in estimating the true state of control.
Large samples also allow smaller changes in process characteristics to be detected with higher
probability. In practice, samples of about 5 have been found to work well in detecting process shifts of
2 standard deviations or larger. To detect smaller shifts in the process mean, larger sample sizes of 15
to 25 must be used.

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 Taking large samples on a frequent basis is desirable but clearly not economical. No hard-and-fast
rules exist for the frequency of sampling. Samples should be close enough to provide an opportunity to
detect changes in process characteristics as soon as possible and reduce the chances of producing a
large amount of nonconforming output. However, they should not be so close that the cost of sampling
outweighs the benefits that can be realized. This decision depends on the individual application and
volume of output.

PTS: 1

10. What is the purpose of a process-capability study and what is a process capability index?

ANS:
Process capability refers to the natural variation in a process that results from common causes.
Knowing process capability allows one to quantitatively predict how well a process will meet
specifications and to specify equipment requirements and the level of control necessary.

A process capability study is a carefully planned study designed to yield specific information about
the performance of a process under specified operating conditions. Typical questions asked in a
process capability study are
1. Where is the process centered?
2. How much variability exists in the process?
3. Is the performance relative to specifications acceptable?
4. What proportion of output will be expected to meet specifications?

The process capability index Cp is defined as the ratio of the specification width to the natural
variation of the process. Cp = (UTL  LTL)/6.

PTS: 1

PROBLEM

1. A production process is sampled 24 times with a sample size of 6 yields an overall mean of 25.2 and
an average range of 0.8. Determine the control limits for the x-bar and R charts.

ANS:
For the x-bar-chart, A2 = 0.483; thus the control limits are
UCL = 25.2 + 0.483(0.8) = 25.5864
LCL = 25.2  0.483(0.8) = 24.8136
For the R chart, D4 = 2.004; D3 = 0; the control limits are
UCL = D4R-bar = 2.004(0.8) = 1.6032
LCL = D3R-bar = 0

PTS: 1

2. Fifteen samples of size 5 have been taken from a production process. The sum of the sample averages
was found to be 92.54 cm while the sum of the ranges was 115.36. Find the values of the center lines
for the x-bar and R charts.

ANS:
For the x-bar chart, the center line would be 92.54/15 = 6.17.
For the R chart: 115.36/15 = 7.69

PTS: 1

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3. Over several days, 25 samples of 100 items each were tested for electrical resistance. A total of 60
items failed. Determine and the control limits for a p chart.

ANS:
p-bar = 60/(25 x 100) = 0.024

Standard deviation of p-bar = Sq. root of [(.024)(1  .024)/100] = 0.0153

UCL = .024 + 3(0.0153) = 0.07

LCL = .024  3(0.0153) = -0.0219; use 0

PTS: 1

4. An airline found that on average, 0.62% of the luggage they received from passengers at LAX
(Los Angeles Airport) is lost or damaged. On a typical day, 1000 pieces of luggage pass through
this airport. The upper control limits for a p chart for monitoring the daily fraction
nonconforming?

ANS:
Standard deviation of p-bar = Sq. root of [(.0062)(1  .0062)/1000] = .00248
UCL = .0062+ 3(0.00248) = 0.01364
LCL = .0062  3(.00248) = -0.00124; use 0

PTS: 1

5. Flaws are counted on a standard steel plate (sheet). Each sheet has the exact same dimensions. Ten
sheets are selected at random and the number of flaws per sheet is as follows.

Sheet Number of Flaws

1 3
2 1
3 3
4 0
5 2
6 2
7 0
8 1
9 1
10 2

Determine the lower and upper control limits for a c chart..

ANS:
Calculate c-bar = 15/10 = 1.5.
The control limits would be
LCL = 1.5  3 sq. root of (1.5) = 1.5  3.67 = -2.17; use 0
UCL = 1.5 + 3 sq. root of (1.5) = 1.5 + 3.67 = 5.17

PTS: 1

6. Find the control limits for a c chart with = 7.

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 ANS:
LCL = 7  3 sq. root of (7) = 7  7.94 = -0.94; use 0
UCL = 7 + 3 sq. root of (7) = 7 + 7.94 = 14.94

PTS: 1

7. A bottling machine fills soft drink bottles with an average of 12.000 ounces with a standard deviation
of 0.002 ounces. Determine the process capability index, Cp, if the design specification for the fill
weight of the bottles is 12.000 ounces plus or minus 0.015 ounces.
ANS:
LTL = 11.985; UTL = 12.015

Cp = (UTL  LTL)/6 = (12.015  11.985)/(6 x 0.002) = 2.5

PTS: 1

8. The time to check out guests at a hotel was measured over the course of several weeks. Management
believes that the target time for checking out guests should be between 2 and 4 minutes with a target of
3 minutes. The data gathered had a mean time of 2.75 minutes with a standard deviation of 0.4
minutes. Find and interpret Cp, Cpl, Cpu, and Cpk in the context of this situation.

ANS:
Cp = (UTL  LTL) /6 = (4  2)/(6 x 0.4) = 0.83
Cpl = (x-bar  LTL)/3 = (2.75  2)/(3 x 0.4) = 0.625
Cpu = (UTL  x-bar)/ 3 = (4  2.75)/(3 x 0.4) = 1.04
Cpk = min(0.625, 1.04) = 0.625
The Cp value suggests that the process is not capable of meeting specifications. The value of C pu is
slightly greater than 1, indicating that the process can meet the upper limit target of 4 minutes nearly
all the time. The value of Cpl (and thus Cpk) suggests that the process cannot meet the lower
specification limit of 2 minutes. However, this must be viewed in the context of service, assuming that
a shorter time is preferable from the perspective of guest satisfaction. Thus a value of C pl < 1 in this
situation is not bad, and in fact, means that the process is actually better than the "target" that
management has specified.

PTS: 1
9. A company is measuring the time it takes to complete an order. Twenty five samples of size 6 resulted
in an average time of 80 minutes with an average range of 20 minutes. Find control limits for the
appropriate control chart(s) that would be used to monitor this process.

ANS:
Because the measurement is a continuous metric, an x-bar and R chart should be used. The overall
mean is 80, and R-bar = 20. From the table of control chart factors for a sample size of 6, A2 = 0.483,
D3 = 0, and D4 = 2.004.

Control limits for the x-bar chart are:

LCL = 80  0.483(20) = 70.34
UCL = 80 + 0.483(20) = 89.66
Control limits for the R chart are:
LCL = 0

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 UCL = 2.004(20) = 40.08

PTS: 1

10. A manufacturer inspected 40 circuit boards and found a total of 640 defects. If the company wants to
use SPC to control the manufacturing process by monitoring the number of defects per circuit board,
what type of chart should they use and what should the control limits be?

ANS:
The correct chart to use is a c-chart. The average number of defects/unit = c-bar = 640/40 = 16.
Therefore the control limits are
LCL = 16  3 x sq. root of (16) = 4
UCL = 16 + 3 x sq. root of (16) = 28

PTS: 1

11. Alico Steel manufacturers steel tubes that are used in gas grills for residential customers. The tube’s
overall length is crucial to assure a proper fit, and this dimension has been targeted as an important
dimension to be stabilized for the steel tube manufacturing process. Gas grill performance and
customer safety are key objectives and highlight the importance of producing high quality steel tubes.
Tubes are cut from rolls of steel tubing using a punch press. The tubes are measured using an
operationally defined method and the table below summarizes the results.
Tube Length (in centimeters)
Sample Observations 1 to 6
Number Average x-bar Average range
1 12.90 0.35
2 13.30 0.50
3 12.87 0.32
4 10.93 0.44
5 11.43 0.91
6 11.93 0.42
7 12.90 0.29
8 13.03 0.58
9 13.70 0.21
10 13.70 0.11
Total 126.69 4.13

a. The centerline for the trial x-bar chart is _________________.

The centerline for the trial R chart is _________________.
The trial UCL for the R chart is _____________________.
The trial LCL for the R chart is _____________________.

b Assuming that special causes for out-of-control situations in (a) are investigated and
. corrected using the seven tools of quality management, find the “final set of revised
control limits.” (i.e., take out any special cause sample(s) from your trial charts and
recomputed the following).

The centerline for the final revised R chart is _________________.

The final revised UCL for the R chart is _____________________.
The final revised LCL for the R chart is _____________________.
The centerline for the final revised x-bar chart is _________________.
The final revised UCL for the x-bar chart is _____________________.

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 The final revised LCL for the x-bar chart is _____________________.

D4 = 2.004, D3 = 0, and A2 = 0.483

c. Are any of the sample results outside the control limits? Is the process in statistical process
control? Justify and explain using facts. What action would you take given your “management by
fact” data analysis?

ANS:
a. CL-X = 12.67
CL-R = 0.413
UCL-R = 0.828
LCL-R = 0.0

b 0.358
.
0.717
0
12.81
12.98
12.64

c. The x-bar chart is out of control with sample 2, 4, 5, 7, 8 and 9 outside the UCL and
LCL (actual graph not shown). STOP the process! Highly erratic output. Set up a Q.C.
team immediately and work 24/7 to find root cause. Use 7 tools, etc. May have to
change/revised the specifications since the current process is not capable at all.

PTS: 1

12. A Procter and Gamble factory process fills boxes with detergent. Construct an appropriate set of
control charts to monitor the process. Historical data for fill weight (in ounces) of eight samples is
presented below. A sample size of six was used.

Sample Sample Mean Sample Range

1 15.80 0.42
2 16.10 0.38
3 16.02 0.08
4 15.95 0.15
5 16.12 0.42
6 16.18 0.23
7 15.87 0.36
8 16.20 0.40

a. Compute the limits for both an R chart and x-bar chart. Compare the sample results to
the limits of the charts.
b Briefly explain what the quality control charts tell you. What actions, if any, would you
. take?

ANS:
a. UCLR = (2.004)(.305) = 0.611
LCLR = (0)(.305) = 0
n = 6 ; R-bar = 2.44/8 = 0.305
x-bar = 128.24/8 = 16.03

OM3 Test Bank Chapter 16 15

 R chart is in control
UCLX = 16.03 + (0.483)(.305) = 16.18
LCLX = 15.88

b R-bar chart is stable and in control but x-bar chart is not in SPC. Stop the process and
. investigate sources (root causes) of error.

PTS: 1

13. A manufacturing company has a production process that has a target percent nonconforming of 4%
which was developed based on numerous samples of 200 observations each. They want to develop
control charts using 3 standard deviation limits.

a. What is the center line for the p chart?

b. What is the upper control limit for a p chart?
c. What is the lower control limit for a p chart?

ANS:
a. Center line = observed overall proportion nonconforming = .04

b. UCLp = p-bar + (3) {sq. root of [p-bar(1  p-bar)]/n}

= .04 + (3) {sq. root of [.04(1-.04)]/200}
= .04 + 3(.01386) = .04 + .04158 = .08158
c. LCLp = p-bar  (3) {sq. root of [p-bar(1 p-bar)]/n}
= .04  .04158 = -0.00158; reset to 0.000

PTS: 1

14. An operator has determined what her percent defectives is for the machine which she operates. Based
on several samples of 75 observations, she found p-bar to be 10%. She wants to set up a control chart
using 3 standard deviation control limits.

a. What is the upper control limit for a p chart?

b. What is the lower control limit for a p chart?

ANS:
a. UCLp = p-bar + (3) {sq. root of [p-bar(1 p-bar)]/n}
= .10 + (3) {sq. root of [.10(1  .10]/75}
= .10 + (3) (.03464) = .10 + .10392 = .20392

b. LCLp = p-bar  (3) {sq. root of [p-bar(1 p-bar)]/n}

= .10 – .10392 = -0.00392; reset to 0.0000

PTS: 1

15. A high-paced discount store in Los Angeles has noticed that checking errors have increased recently.
They plan to use control charts with three standard deviation control limits to monitor the process.
They decided to take a sample of 100 transactions over each of 10 days. The number of transactions in
error for each day was 5, 7, 6, 5, 6, 4, 6, 3, 10, and 8.

a. What is the center line for the p chart?

b. What is the upper control limit for the p chart?
c. What is the lower control limit for the p chart?

OM3 Test Bank Chapter 16 16

 ANS:
a. Center line = observed overall proportion non-conforming = .06

b. UCLp = p-bar + (3) {sq. root of [p-bar(1 p-bar)]/n}

= .06 + (3) {sq. root of [.06(1  .06)1/100}
= .06 + (3)(.02375) = .06 + .07125 = .13125

c. LCLp = p-bar  (3) {sq. root of [p-bar(1 p-bar)]/n}

= .06  .07125 = -.01125; reset to .0000

PTS: 1

16. Jim is a quality control manager at a clothing manufacturer. He is studying a quality problem where
zippers are purchased from an outside supplier and have been discovered to be poorly constructed.
When the zipper is manufactured correctly, it should have a mean length of 15 inches and a range of .5
inches. Jamie proposes that 25 samples of five observations each should be collected on a daily basis.
He plans to prepare control charts to monitor the progress of the supplier's quality performance on the
zippers.

a. What are the upper and lower control limits and center line for an R chart?
b. What are the upper and lower control limits and center line for an X-bar chart?

ANS:
a. Upper limit = (D2)(R-bar) = 2.116(.5) = 1.058
Lower limit = (Dl)(R-bar) = 0.000(.5) = 0.000
Center line = .5 as given from specifications

b. Upper limit = x-double bar + A2(R-bar) = 15 + .577(.5) = 15 + .289 = 15.289

Lower limit = x-double bar  A2(R-bar) = 15  .289 = 14.711
Center line = 15 as given from specifications

PTS: 1

17. A steel company is interested in determining if a particular process in its mini-mill is capable of
meeting customer expectations. The thickness of steel has an upper limit of .540 mm and a lower limit
of .480 mm. The process has a standard deviation of .02 mm.

a. What is the process capability index (Cp) for this process?

b. What must the standard deviation of the process be changed to for the C p to equal 1.00?

ANS:
a. Cp = (UTL  LTL)/[(6)(Std. Dev. of process)] = (.540  .480)/[(6)(.02)] = .50
Process is not capable of meeting customer expectations.

b. Std. dev. of process = (UTL  LTL)/[(6)(Cp)] = (.540  .480)/[(6)(1.0)] = .010

PTS: 1

18. A company that manufactures arrows for sale in archery stores is developing a new arrow with
enhanced flight characteristics. From customer surveys the company has determined that the diameter
of the arrow should be between 10.0 and 10.6 mm. They want to ensure the process they develop to

OM3 Test Bank Chapter 16 17

 produce the arrows will meet customer expectations; that is, the process capability index (C p) will be
greater than or equal to 1.00.

a. What value of the standard deviation of the process will yield a C p equal to 1.00?
b. If the standard deviation of the process is actually .05, what would the diameter variation (UTL 
LTL) of the arrow have to be to get a Cp of 1.00?

ANS:
a. Std. dev. of process = (UTL  LTL)/[(6)(Cp)] = (10.6  10.0)/[(6)(1.0)] = .10

b. UTL  LTL= (Cp)[(6)(Std. dev. of process)] = (1.0)(6)(.05) = .30

PTS: 1

19. A company that makes handheld computers is trying to improve one of its poorer selling products.
They conducted some customer surveys and found that customers prefer the product to weigh between
10 and 14 ounces. At present, the mean of the process is 12 ounces and the standard deviation of the
process is .4 ounces. They want to ensure that the production process will meet customer expectations;
that is, the process capability index (Cp) will be greater than or equal to 1.00.

a. What is the Cp of the current production process?

b. What does the standard deviation of the process have to be for the Cp to equal 1.00?

ANS:
a. Cp = (UTL  LTL)/[(6)(St dev of process)] = (14  10)/[(6)(.4)] = 4/2.4 = 1.67
Current process meets customer expectations.

b. Std. dev. of process = (UTL  LTL)/[ (6)(Cp)] = (14  10) / [ (6) (1. 0) ] = .667

PTS: 1

20. Five samples were taken, with five observations each. The sample findings are listed below. The
sample values represent service times in minutes.

Observation Number
Sample Number 1 2 3 4 5
1 10.1 10.6 9.8 9.9 10.9
2 9.7 9.5 10.3 9.9 10.5
3 10.1 10.7 9.2 10.0 10.1
4 9.9 9.8 10.5 10.4 10.1
5 10.4 10.1 10.9 9.9 10.3

a. Determine the control limits for the R-chart.

b. Would you conclude the R-chart is in statistical control and proceed to develop the x-bar chart?

ANS:
a. R1 = 1.1, R2 = 1.0, R3 = 1.5, R4 = 0.7, R5 = 1.0, R-bar = 1.06
UCL = D4R-bar = 2.114(1.06) = 2.241
LCL = D3R-bar = 0(1.06) = 0

b. All sample ranges are within the control limits. The range is in statistical control.

OM3 Test Bank Chapter 16 18

PTS: 1

OM3 Test Bank Chapter 16 19