ABSTRACT

Chapter 1 introduces the subject of statistical process control (SPC) by considering and defining terms such as quality, process and control, and distinguishing between design quality and conformance quality. It outlines the basics of quality-related costs, sets down a system for managing SPC and introduces some basic tools.

Quality is defined as meeting the requirements of the customer, the supplier– customer interface being both internal and external to organizations. Product inspection is not the route to good quality management. Start by asking ‘Can we do the job correctly?’ – and not by asking ‘Have we done the job correctly?’ – not detection but prevention and control.

Everything we do is a process – the transformation of any set of inputs into a different set of outputs using resources. Start by defining the process and then investigating its capability and the methods to be used to monitor or control it. Control (‘Are we doing the job correctly?’) is only possible when data is collected and analysed, so the outputs are controlled by the control of the inputs and the process – then the quality is assured.

SPC includes a set of tools for managing processes, and determining and monitoring the quality of the output of an organization. It is also a strategy for reducing variation in products, deliveries, processes, materials, attitudes and equipment. The question that needs to be asked continually is ‘Could we do the job better?’

Organizations need to gain access to approaches, methods and tools to transform and innovate better (higher quality) and faster (more efficient) so that they can generate new growth opportunities and create a significant competitive advantage in the digital age.