ABSTRACT
This chapter is about Statistical Process Control, or SPC. This topic is often the most dreaded of all subjects when discussing process improvement. Why? Because it involves numbers and then scrutinizing the numbers to determine whether the numbers are correctly collected, reported, and used throughout the organization. Many organizations will collect metrics “because the book says we have to in order to get our rating.” Well, we have to admit that is a good reason, but it is not the best reason. When used correctly, metrics can help decision-makers make good decisions. When used incorrectly, they can help decision-makers justify their boo-boos. Metrics can also be used by managers to abuse their people. So, this chapter spends a lot of time discussing metrics and the data that go into them.
