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Matching Supply with Demand: An Introduction to Operations Management

Gerard Cachon, Christian Terwiesch

Chapter 9

Quality Management, Statistical Process Control, and Six-Sigma Capability - all with Video Answers

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Chapter Questions

Problem 1

Consider the following potential quality problems:
$\bullet$Wine that is served in a restaurant sometimes is served too warm, while at other times it is served too cold.
$\bullet$ A surgeon in a hospital follows the hygiene procedures in place on most days, but not all days.
$\bullet$ A passenger traveling with an airline might be seated at a seat with a defective audio system.
$\bullet$ An underwriter in a bank might sometimes accidentally approve loans to consumers that are not creditworthy.
For each of these potential problems:
a. What type of data would you collect?
b. What type of control charts would you use?

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Problem 2

Consider the following three-stage production process of glass ceramics, which is operated as a worker-paced line.
(Graph Cant Copy)
The process is experiencing severe quality problems related to insufficiently trained workers. Specifically, 20 percent of the parts going through operation I are badly processed by the operator. Rather than scrapping the unit, it is moved to a highly skilled rework operator, who can correct the mistake and finish up the unit completely within 15 minutes.
The same problem occurs at station 2, where 10 percent of the parts are badly processed, requiring 10 minutes of rework. Station 3 also has a 10 percent ratio of badly processed parts, each of them requiring 5 minutes by the rework operator.
a. What is the utilization of station 2 if work is released into the process at a rate of 5 units per hour?
b. Where in the process is the bottleneck? Why? (Remember, the bottleneck is the resource with the lowest capacity, independent of demand.)
c. What is the process capacity?

Crystal Wang
Crystal Wang
Numerade Educator