From the course: Process Improvement Foundations
Join today to access over 25,600 courses taught by industry experts.
Setting action limits: Performance figures
From the course: Process Improvement Foundations
Setting action limits: Performance figures
- [Instructor] When a machine, or a process, or a department has performed badly, how do we know if it's really out of tolerance, i.e. something really has gone wrong, or whether they were just unlucky? For example, s'pose the people in my department are meant to reply to customer inquiries within three days and I've had a complaint that last week they were actually replying in five days. Is there a problem or was it just an unlucky week with some difficult customers and more work than normal? Of course, if I ask them they'll say they were just unlucky. So I need a way to measure and track what's really going on. So let's say I set up a graph of response time, maybe for each day, and I can see if it's drifting upwards or if it's jumping all over the place from one day to the next. Both possible causes of failure as we've seen in the section on SPC just now. The question is where do I set my action level? If they have one…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.