...Sunil Chopra Looks at the introduction of statistical process control (SPC) into a distribution center servicing a department store chain. Focuses on the receiving process in the distribution center and describes the introduction of SPC methodology. Discusses run charts, pareto diagrams...

... of Management. Process Capability Statistical Process Control Process Performance Call Centers “I am giving these guys a pat on the back,” thought Ray Jackson as he headed out to meet his four supervisors. “I sure hope they don't take that as a signal that I am getting softer.” He had just seen...

... Statistical Process Control Process Performance Call Centers “I wonder whether all the changes to our operations have made any difference as to how long we keep customers on hold before their calls are answered,” wondered Ray Jackson. “There are some days when we do a lot better than before, and other...

...Sunil Chopra Assumes an understanding of statistical process control and focuses on highlighting the usefulness of Six Sigma quality. Focuses on the issue of a worn bearing at a tire manufacturer leading to a mean shift (while producing defectives). Shows how a Six Sigma process would quickly...