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| Introduction | |
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| Quality Improvement in the Modern Business Environment | |
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| Chapter Overview and Learning Objectives | |
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| The Meaning of Quality and Quality Improvement | |
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| Dimensions of Quality | |
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| Quality Engineering Terminology | |
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| A Brief History of Quality Control and Improvement | |
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| Statistical Methods for Quality Control and Improvement | |
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| Management Aspects of Quality Improvement | |
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| Quality Philosophy and Management Strategies | |
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| The Link Between Quality and Productivity | |
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| Supply Chain Quality Management | |
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| Quality Costs | |
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| Legal Aspects of Quality | |
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| Implementing Quality Improvement | |
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| The Dmaic Process | |
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| Chapter Overview and Learning Objectives | |
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| Overview of DMAIC | |
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| The Define Step | |
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| The Measure Step | |
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| The Analyze Step | |
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| The Improve Step | |
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| The Control Step | |
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| Examples of DMAIC | |
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| Litigation Documents | |
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| Improving On-Time Delivery | |
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| Improving Service Quality in a Bank | |
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| Statistical Methods Useful in Quality Control and Improvement | |
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| Modeling Process Quality | |
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| Chapter Overview and Learning Objectives | |
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| Describing Variation | |
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| The Stem-and-Leaf Plot | |
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| The Histogram | |
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| Numerical Summary of Data | |
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| The Box Plot | |
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| Probability Distributions | |
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| Important Discrete Distributions | |
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| The Hypergeometric Distribution | |
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| The Binomial Distribution | |
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| The Poisson Distribution | |
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| The Negative Binomial and Geometric Distributions | |
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| Important Continuous Distributions | |
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| The Normal Distribution | |
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| The Lognormal Distribution | |
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| The Exponential Distribution | |
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| The Gamma Distribution | |
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| The Weibull Distribution | |
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| Probability Plots | |
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| Normal Probability Plots | |
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| Other Probability Plots | |
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| Some Useful Approximations | |
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| The Binomial Approximation to the Hypergeometric | |
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| The Poisson Approximation to the Binomial | |
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| The Normal Approximation to the Binomial | |
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| Comments on Approximations | |
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| Inferences About Process Quality | |
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| Chapter Overview and Learning Objectives | |
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| Statistics and Sampling Distributions | |
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| Sampling from a Normal Distribution | |
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| Sampling from a Bernoulli Distribution | |
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| Sampling from a Poisson Distribution | |
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| Point Estimation of Process Parameters | |
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| Statistical Inference for a Single Sample | |
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| Inference on the Mean of a Population, Variance Known | |
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| The Use of P-Values for Hypothesis Testing | |
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| Inference on the Mean of a Normal Distribution, Variance Unknown | |
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| Inference on the Variance of a Normal Distribution | |
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| Inference on a Population Proportion | |
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| The Probability of Type II Error and Sample Size Decisions | |
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| Statistical Inference for Two Samples | |
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| Inference for a Difference in Means, Variances Known | |
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| Inference for a Difference in Means of Two Normal Distributions, Variances Unknown | |
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| Inference on the Variances of Two Normal Distributions | |
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| Inference on Two Population Proportions | |
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| What If There Are More Than Two Populations? The Analysis of Variance | |
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| An Example | |
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| The Analysis of Variance | |
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| Checking Assumptions: Residual Analysis | |
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| Linear Regression Models | |
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| Estimation of the Parameters in Linear Regression Models | |
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| Hypothesis Testing in Multiple Regression | |
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| Confidance Intervals in Multiple Regression | |
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| Prediction of New Observations | |
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| Regression Model Diagnostics | |
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| Basic Methods of Statistical Process Control and Capability Analysis | |
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| Methods and Philosophy of Statistical Process Control | |
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| Chapter Overview and Learning Objectives | |
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| Introduction | |
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| Chance and Assignable Causes of Quality Variation | |
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| Statistical Basis of the Control Chart | |
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| Basic Principles | |
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| Choice of Control Limits | |
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| Sample Size and Sampling Frequency | |
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| Rational Subgroups | |
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| Analysis of Patterns on Control Charts | |
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| Discussion of Sensitizing Rules for Control Charts | |
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| Phase I and Phase II of Control Chart Application | |
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| The Rest of the Magnificent Seven | |
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| Implementing SPC in a Quality Improvement Program | |
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| An Application of SPC | |
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| Applications of Statistical Process Control and Quality Improvement Tools in Transactional and Service Businesses | |
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| Control Charts for Variables | |
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| Chapter Overview and Learning Objectives | |
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| Introduction | |
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| Control Charts for �x and R | |
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| Statistical Basis of the Charts | |
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| Development and Use of �x and R Charts | |
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| Charts Based on Standard Values | |
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| Interpretation of �x and R Charts | |
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| The Effect of Nonnormality on �x and R Charts | |
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| The Operating-Characteristic Function | |
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| The Average Run Length for the �x Chart | |