...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...

... reject the null hypothesis that the average daily hold time for the process is still at 99.67 or more. In other words, we can be quite confident that the process has improved. Process Capability Statistical Process Control Process Performance Call Centers Exhibit 3 Average Daily Hold...

..., recording, or otherwise—without the permission of the Kellogg School of Management. Process Capability Statistical Process Control Process Performance Call Centers The goal of the first case is for the students to develop an understanding of process capability and how an improvement can...

...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...