Statistical Process Control for Service Organizations

This three-day seminar introduces statistical process control concepts and techniques for transactional and service processes.

Who should attend:
Individuals at all levels who are involved with quality and productivity improvement of transactional or service process.

Prerequisite:
None

CEU Credits: 2.4

Duration: 24 Hours (3-day course)

Course Content:

• Setting the Stage
  • Quality Definitions
  • The Quality and Productivity Relationship

• Process Improvement Focus
  • The Process Starts With Data
  • What Is a Process?
  • Selecting What Is Important
  • Controlling the Process
  • Controlling the Output

• Data Organization
  • Data as You Currently See Them
  • What Is Communicated?
  • Why Data Over Time?

• Sources of Variation
  • Common vs. Special Causes
  • Improvement Responsibilities

• Describing Expected Variation
  • Measurements: Time, Deviation From Forecast, etc.
  • Counts: Number of Occurrences

• Control Charts for Measurements
  • Individual Measurements
  • Samples of Two or More
  • Sampling Considerations

• Chart Interpretation
  • Signals That Indicate Unexpected Change
  • Accumulated Signals Information

• Control Charts for Count Data
  • Nonconforming Units
  • Proportion Nonconforming
  • Nonconformities (Errors)
  • Sampling Considerations

• Capability
  • Probabilistic Statement of Capability
  • Capability Indexes

• Closing the Loop
  • Identifying Sources of Unexpected Change
  • Diagnostic & Problem Solving Tools That Aid
  • Group Challenge

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