Chapter 9. Managing Flow Variability: Process Control and Capability. Amber Young Sam Parduhn Paresh Sinha. Managing Flow Variability. § 9.1 Performance Variability § 9.2 Analysis of Variability § 9.3 Process Control § 9.4 Process Capability § 9.5 Process Capability Improvement
§ 9.1 Performance Variability
§ 9.2 Analysis of Variability
§ 9.3 Process Control
§ 9.4 Process Capability
§ 9.5 Process Capability Improvement
§ 9.6 Product and Process Design
MBPF, Inc. - High-tech manufacturer of steel doors
The celebration was short lived & had a quick change of pace when a sales manager spoke up:
“Ladies & Gentlemen, I do not wish to spoil your mood, but I have some disturbing news! Lately I have been talking to some of our major customers, and I have found, much to my surprise, that many of them are less than satisfied with our products and service…”
“…Although we think our products are great & that our service is unsurpassed, if what I’m hearing is right, it is only a matter of time before we lose our loyal customer base to the competition, which is working hard to provide newer & better products, cheaper & faster.”
Wasn’t the case at MBPF as their CEO was a true leader & was interested in these findings and asked for elaboration:
*All very valid complaints for a company in their type of business.
CEO listened carefully to all complaints & decided it was time to be PROACTIVE:
NEXT LOGICAL STEP:
All Products & Services VARY in Terms Of:
Variability often leads to Customer Dissatisfaction
Example 1 ~ No 2 cars rolling off an assembly line are identical. Even under identical circumstances, the time & cost required to produce the same product could be quite different.
Example 2 ~ Cost of operating a department within a company can vary from one quarter to the next.
In general, variability refers to a discrepancy between the actual and the expected performance.
A discrepancy between the actual and the expected performance often leads to:
**BOOK COVERS A FEW QUALITY MANAGEMENT TERMS:
*Again we will use MBPF Inc. as an example and look at how their customers perceive the experience of doing business with the company & how it can be improved.
Two aspects to process management
Its goal is to produce and deliver products that satisfy targeted customer needs.
Applying the feedback control principle to process control..
“involves periodically monitoring the actual process performance (in terms of cost, quality, availability, and response time), comparing it to the planned levels of performance, identifying causes of the observed discrepancy between the two, and taking corrective actions to eliminate those causes.”
“involves planning the process, operating it inspecting its output, and adjusting it in light of the observation.”
Two types of variability