978-1285451374 Chapter 16 Solution Manual Part 3

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14.* Use the data in problem 4 to calculate Cp , Cpl , Cpu, and Cpk , assuming that the

specifications are 3.75 ± 1.30. Interpret the results for the manager of this process.

Using the Process Capability Excel template, we obtain the following:

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15.* The worksheet C16P15 in the OM5 Data Workbook provides sample times in hours

for processing and shipping orders from a Web-based retailer. The retailer advertises

that orders are shipped within 4 hours of receipt. What is the capability of the process

to achieve this standard? Explain your conclusions.

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Note that although no values are outside of the specification limits, the capability

indexes are less than one. The instructor might ask the students why this is so. This

Case Teaching Note: The Casey Company

The Casey Co. is a distributor of electrical automation and power transmission products.

When the company began to implement a total quality management process, one manager

was eager to collect data about the organization’s receiving process because of a decrease

in the organization’s on-time deliveries. The manager suspected that the data entry person

in the purchasing department was not entering data in the computer in a timely fashion;

consequently, packages could not be properly processed for subsequent shipping to the

customer.

A preliminary analysis indicated that the manager’s notion was inaccurate. In fact, the

manager was able to see that the data entry person was doing an excellent job. The

analysis showed that handling packages that were destined for a branch operation in the

same fashion as other packages created significant delays. A simple process change of

placing a branch designation letter in front of the purchase order number told the

receiving clerk to place those packages on a separate skid for delivery to the branch.

However, this analysis revealed a variety of other problems. These were found to

contain many errors in addition to the wrong destination designation that contributed to

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the delays. Errors included

A Wrong quantity

Many packing slips contained multiple errors. The data in the worksheet C16 Case in the

OM5 Data Workbook shows the number of packing slips and total errors identified for 50

samples of 275 of packing slips.

Case Questions for Discussion

1. Construct and interpret a control chart for the packing slip data.

The c-chart calculations are summarized on the portion of the c-Chart Excel

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2. Conduct a Pareto analysis of the errors.

Calculating the percentages for each category, we find that category A

accounts for 37% of errors; category B, 27%; category C, 17%; category D

3. What information might a separate chart for each error category provide? Conduct

a more thorough analysis for each error category, and draw conclusions and

recommendations for improving the process.

A chart for each category can provide insight into whether the number of each type

of error is in control or not. As seen in the charts below, Categories A, B, and C

Error Category A

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Error Category B

Error Category C

Error Category D

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Error Category E