Introduction to Statistical Process Control for Administrative and Services Personnel

Purpose

This course provides those personnel working in administrative and service functions with the information necessary to understand and apply statistical quality control tools to their process(es) using actual data. The course also emphasizes the importance of the quality cost/loss function analyses that relate to all administrative functions, particularly in the area of accounting. Personnel completing the course learn that their processes are quite variable and that they do have supplier/customer relationships that require continuous improvement.

Time Requirement

4 days

Number of Participants

No limit

Prerequisites

None

Primary Resource Materials

An Introduction to Statistical Process Control for Administrative and Services Personnel manual

Content Outline

  • Quality Costs and the Need for Continuous Improvement
    • The Quality Cost Concept
    • Quality Costs Defined
    • Quality Cost Categories
    • The Need for Continuous Improvement
  • The Graphical Representation of Data and Basic Descriptive Statistics
    • Ungrouped Frequency Distributions
    • Grouped Frequency Distributions
    • Frequency Polygons and Histograms
    • Measures of Central Tendency
    • Measures of Variability
    • The Normal Distribution and z Scores
  • Control Chart Theory
    • Process Variation
    • Control Chart Theory
    • Statistical Control Conditions
  • Process Control and Capability for Variables Data
    • Introduction
    • Developing and Interpreting X-bar and R Charts
    • Introduction to Process Capability
    • Process Capability Analysis from the X-bar and R Chart
  • Process Control and Capability for Attribute Data
    • Introduction
    • Developing and Interpreting p Charts
    • np, c, and u Charts
  • Problem Solving and Basic Tools for the Problem-Solving Process
    • Introduction
    • Problem Statements
    • Pareto Charts
    • Flow Charts
    • Brainstorming
    • Fishbone Charts