LG415 Quality Control

for S2HH 2013

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Mission Statement: Park University provides access to a quality higher education experience that prepares a diverse community of learners to think critically, communicate effectively, demonstrate a global perspective and engage in lifelong learning and service to others.

Vision Statement: Park University, a pioneering institution of higher learning since 1875, will provide leadership in quality, innovative education for a diversity of learners who will excel in their professional and personal service to the global community.


LG 415 Quality Control


S2HH 2013 PA


Wagner, Peter G.


Senior Lecturer


MS, Systems Management/Logistics
BS, Accounting

Office Hours

Before or after class, or by appointment




Semester Dates

March 18 - May 12, 2013

Class Days


Class Time

5:30 - 10:30 PM



Credit Hours



Evans, James R. and Lindsay, William M.; Managing for Quality and Performance Excellence;  ISBN 9780324783209; Cengage Publishing.

Textbooks can be purchased through the MBS bookstore

Textbooks can be purchased through the Parkville Bookstore

Additional Resources:

McAfee Memorial Library - Online information, links, electronic databases and the Online catalog. Contact the library for further assistance via email or at 800-270-4347.
Career Counseling - The Career Development Center (CDC) provides services for all stages of career development.  The mission of the CDC is to provide the career planning tools to ensure a lifetime of career success.
Park Helpdesk - If you have forgotten your OPEN ID or Password, or need assistance with your PirateMail account, please email helpdesk@park.edu or call 800-927-3024
Resources for Current Students - A great place to look for all kinds of information http://www.park.edu/Current/.

Course Description:
LG 415 Quality Control: A study of quality planning and control systems including application and statistical quality control theory to the design of quality control systems; the impact of quality on logistics and the procurement process. 3:03 Prerequisite: MA 120

Educational Philosophy:
The instructor’s educational philosophy is one of interactiveness based on a premise of student interest, using, for example, lectures, readings, quizzes, dialogues, and examinations. The instructor will seek to engage each student in learning to encourage the lively exploration of ideas, issues and contradictions.

Learning Outcomes:
  Core Learning Outcomes

  1. Define quality. Provide a statement that covers the customer aspect of quality, predictable degree of uniformity and dependability, low cost suitable to the market. This should include comments related to a focus on continual process improvement.
  2. Explain the fundamentals of probability and statistical studies. Be able to calculate mean, median, and mode. Explain the difference between enumerative and analytic studies.
  3. Use control charts correctly. When given a basic attribute (P chart) and/or a variable (X - R chart) problem, calculate the center line, and control limits. Once calculated, populate the charts with given data and identify out of control indicators. Explain the process when revising the center, and control limits are necessary.
  4. Explain methods of diagnosing a process. Define brainstorming, affinity diagrams, cause and effect diagrams, Pareto analysis, stratification and Gannt charts.
  5. Define specifications, process capability and improvement. Explain the difference between performance and technical specifications. Explain the difference between natural and specification limits. Calculate a basic Cp problem.
  6. Explain inspection policy. Explain lot-by-lot, continuous flow acceptance and special sampling procedures. Describe the kp rule.

Core Assessment:

CORE ASSESSMENT: All Park University courses must include a core assessment the measures the relevant Departmental Learning Outcomes. The purpose of this assessment is to determine if expectations have been met concerning mastery of learning outcomes across all instructional modalities. The core assessment must measure at least 75% of the Core Learning Outcomes (CLO’s). The assessment cannot be due until at least the 6th week of the term and must count for at least 20% of the final grade. The following assessment instrument can be given separately or as part of a final test. In either case, the test and results must be kept for further review. The assessment should be evaluated using the attached rubrics.



You are the new bank branch manager. Corporate headquarters (HQ) has embarked on a new quality focus. You need to describe the new focus to your employees, what is the definition of quality? 


After becoming familiar with the bank and its procedures, you’ve noticed the bank is very busy during the peak lunch hour. Customers are in a hurry, waiting becoming visually frustrated. You’ve decided to study waiting times of customers for teller service during the peak 12 noon to 1 P.M. lunch hour, which appears to be the worst time.  

A subgroup of four customers is selected (one at each 15 minute interval during the hour), and the time in minutes is measured from the point each customer enters the line to when his or her service begins. The results over a four week period are provided.  


Would this be an enumerative or analytic study? Also, what type of inspection policy is being used?





















































































































Construct a control chart for the data above. Use zone boundaries.


Is the process in control? If not, when does the out of control behavior occur?


As a result of the control chart developed above, you’ve decided to diagnose the process. Discuss the reasoning you’ve used to decide the process needed work and methods you’d use in analyzing the process in question.


Assuming you have discovered the process to exhibit special variation and through analysis identified and changed the process to resolve the special causes. Drop the out of control points, and re-compute the control chart. Is the process now in control? If not, when does the out of control behavior occur?


Corporate has directed the branches to limit service time to no more than 5.5 minutes. Will your process be able to meet the new standards from HQ? Determine by calculating a basic CP formula and discuss why or why not.

Link to Class Rubric

Class Assessment:

Each student will be graded on a hierarchical scale of academic achievement as follows:


Each student will present an overview of the content/subject matter of one of the chapters in the text.  In doing so the student will also relate the contents of at least one current article from any reputable source (newspaper, magazine, professional journal, scholarly journal) pertaining to some material in the chapter.  Where appropriate the student should relate the chapter material being discussed to complementary concepts explored in other LG courses that the student has taken, and to the student's life and work experiences...which may support or contradict positions taken in the text.


Chapter quizzes may be given at any time during the course. Quizzes are short, 10 multiple choice question exercises. They are designed to provide current feedback to both the student and the instructor. Quizzes may include questions related to independent reading material in the text, and/or material discussed in class. Quizzes may be unannounced in advance, and there will be no quiz make-ups. Students in an “unexcused absence” status at the time a quiz is given receive a grade of zero for that quiz.


This exam may require the interpretation and solution of problems or case studies, and/or responding to multiple-choice questions and/or essays. Students in an “excused absence” status at the time of an exam will have the opportunity to take a make-up exam.


May include problems/case studies as well as objective (T/F and/or MC) and essay questions, which will be comprehensive.

HOMEWORK Selected assignments will be reviewed for credible effort and accomplishment.

DISCUSSION LEADERSHIP (PARTICIPATION) Each student will be rated on discussion leadership (participation):  each is expected to meaningfully contribute to discussion throughout the course.  Please note that you are not participating if you are absent =, either excused or unexcused.


Your final numerical rating will be calculated based on accumulation of points attained out of a possible total of 1000 points as follows :


Type of Performance:

         Oral Presentation                                               150 points

·        Homework (6 assignments, 30 points each)      180 points

·        Quizzes (4, 50 points each)                                200 points      

·        Midterm Exam                                                     150 points

·        Final Examination                                                200 points

         Discussion Leadership/Participation                    120 points

          1000 points total possible

Final course letter grades will be assigned as follows:

A 900 - 1000 points

B 800 - 899 points

C 700 - 799 points

D 600 - 699 points

E 599 points or lower


The course grade for students will be based on the overall average of homework and tests taken during the course in accordance with the weighting of the various requirements as stated in the syllabus.

All final exams in all School of Business courses will be comprehensive and will be closed book and closed notes. They will constitute 30% of the total course grade and will not be a take-home exam. They will be completed during the test week in the period designated by the registrar or by the Proctor in the case online courses. If calculators are allowed, they will not be multifunctional electronic devices that include features such as: phones, cameras, instant messaging, pagers, and so forth. Electronic Computers will not be allowed on final exams unless an exception is made by the Dean of the School of Business.

Late Submission of Course Materials:
Students are expected to initiate communication with the instructor regarding absences.  The instructor may excuse absences for cogent reasons, but missed work must be made up within the term of enrollment. What determines an excused absence other than TDY or medical reason is up to the instructor’s discretion. THREE UNexcused absences will result in a grade of F. This is the official Park University policy. Please note that for an absence to be an officially excused absence, (1) I must agree and (2) you must provide documentation (which I have to turn in to the Administrator)

Classroom Rules of Conduct:

A credible level of effort appropriate to the course material, which may vary from student to student (e.g., time required for independent study), is expected. Students are expected to initiate communication with the instructor regarding absences, perceived deficiencies in coursework performance, etc. Park University policies regarding attendance and student conduct, which includes academic honesty, will be enforced. Submitting someone else’s work as your own, for example, will not be tolerated. Penalties for violating ethical standards can include receiving an “F” for the course and suspension or expulsion from the College. On the issue of academic honesty/plagiarism Park University policies regarding academic honesty will be enforced. Academic honesty is required of all members of a learning community. Hence I will not tolerate cheating or plagiarism on tests, examinations, papers, or other course assignments. Students who engage in such dishonesty may be given failing grades or expelled from Park. Plagiarism is the appropriation or imitation of the language or ideas of another person and presenting them as one’s original work – sometimes occurs through carelessness or ignorance. Students who are uncertain about proper documentation of sources should consult their instructors.
Use of personal electronic devices during class sessions is rude, disruptive to others, and not conducive to student learning.  There will be no use of cell phones, ipads, eg.: no texting, im-ing, emailing, twittering, surfing, etc. in class.  Electronic devices such as calculators and PCs may be used in class for coursework, when specifically allowed by the instructor.

The following is excerpted from the 2004-2005 Park Undergraduate Catalog, page 26:

The following codes have been adopted as a structure by which Park University will function. The major emphasis in any disciplinary action is the education and development of the student for responsible citizenship and the protection of the rights of the other students to participate fully in the educational process.


The student conduct standards apply to behavior on Park University Property and at all Park University sponsored activities held off-campus or students attending Park University extended campus centers. Park University has the right to subject off-campus students to Student conduct Code. Regulations apply to both individual students and student organizations. Violations of either civil law or Park University regulations, which are subject to disciplinary action include, but are not limited to, the following:


A.       Dishonesty, whether cheating, plagiarism, or knowingly providing false or misleading information to Park University or to persons of authority who are in the process of discharging their responsibilities.

C. Obstruction or disruption of teaching, classes, research, administration, disciplinary procedure, or other Park University activities…

D. Abuse of any person on…Park University Campus Centers, whether physical, emotional, or verbal.

G. Possession, consumption, or being under the influence of or impaired by alcoholic beverages in Park University…

H. Use, manufacture, possession, or distribution of drug paraphernalia, narcotic, and illegal and/or illicit drugs…

J. Smoking or other use of tobacco. Tobacco use is only permitted out of door in designated areas.

K. Failure to comply with directions of Park University officials acting in the performance of their duties.

Course Topic/Dates/Assignments:

MTG               Chapts          Topic                                                        

 1  R 3/21          1-2              Overview

                                               1. Introduction to Quality.
                                               2. Total Quality in Organizations.

 2  R 3/28          3 - 5            3. Philosophies and Frameworks.
                                              4. Strategic Focus for Performance Excellence.
                                              5. Focusing on Customers.

 3   R 4/4           1-5                                                                    

                                              6. High-Performance Workforce Management.
                                              7. Process Management.
 4  R 4/11                              Midterm Exam                                               
                                               8. Performance Measurement and Information Management.
                                               9. Leading, Building, and Sustaining Performance Excellence in Organizations.

 5  R 4/18                                 10. Statistical Thinking and Applications.
                                                11. Six Sigma and Process Improvement.
                                                12. Design for Quality and Product Excellence.

 6  R 4/25                                13. Statistical Process Control.

 7  R 5/2           
                       13. Statistical Process Control.

 8  R 5/9                                Course Synthesis/Concluding Remarks
                                                 Final Exam 
 Notes: Homework exercises will be announced in class.
            Course outline is tentative and subject to change

Academic Honesty:
Academic integrity is the foundation of the academic community. Because each student has the primary responsibility for being academically honest, students are advised to read and understand all sections of this policy relating to standards of conduct and academic life. Park University students and faculty members are encouraged to take advantage of the University resources available for learning about academic honesty (www.park.edu/current or http://www.park.edu/faculty/).from Park University 2012-2013 Undergraduate Catalog Page 97

Plagiarism involves the use of quotations without quotation marks, the use of quotations without indication of the source, the use of another's idea without acknowledging the source, the submission of a paper, laboratory report, project, or class assignment (any portion of such) prepared by another person, or incorrect paraphrasing. from Park University 2012-2013 Undergraduate Catalog Page 95

Attendance Policy:
Instructors are required to maintain attendance records and to report absences via the online attendance reporting system.

  1. The instructor may excuse absences for valid reasons, but missed work must be made up within the semester/term of enrollment.
  2. Work missed through unexcused absences must also be made up within the semester/term of enrollment, but unexcused absences may carry further penalties.
  3. In the event of two consecutive weeks of unexcused absences in a semester/term of enrollment, the student will be administratively withdrawn, resulting in a grade of "F".
  4. A "Contract for Incomplete" will not be issued to a student who has unexcused or excessive absences recorded for a course.
  5. Students receiving Military Tuition Assistance or Veterans Administration educational benefits must not exceed three unexcused absences in the semester/term of enrollment. Excessive absences will be reported to the appropriate agency and may result in a monetary penalty to the student.
  6. Report of a "F" grade (attendance or academic) resulting from excessive absence for those students who are receiving financial assistance from agencies not mentioned in item 5 above will be reported to the appropriate agency.

Park University 2012-2013 Undergraduate Catalog Page 98

Disability Guidelines:
Park University is committed to meeting the needs of all students that meet the criteria for special assistance. These guidelines are designed to supply directions to students concerning the information necessary to accomplish this goal. It is Park University's policy to comply fully with federal and state law, including Section 504 of the Rehabilitation Act of 1973 and the Americans with Disabilities Act of 1990, regarding students with disabilities. In the case of any inconsistency between these guidelines and federal and/or state law, the provisions of the law will apply. Additional information concerning Park University's policies and procedures related to disability can be found on the Park University web page: http://www.park.edu/disability .


CompetencyExceeds Expectation (3)Meets Expectation (2)Does Not Meet Expectation (1)No Evidence (0)
1, 2                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 
Exhibits 90-100% of the following: (1) Predictable degree of uniformity,

dependability, suitable to the market, continual process improvement.

(2) Uses mean, median and standard deviation to calculate the centerline,

control limits and zone boundaries.

Meets 70% or above of all elements

listed in the exceed column.

Meets less than 70% of all elements

listed in the exceed column.

No understanding

Exhibits 90-100% of the following: Brainstorming, affinity diagrams, cause

and effect diagrams, pareto analysis, stratification and Gantt charts

Meets 70% or above of all elements

listed in the exceed column.

Meets less than 70% of all elements

listed in the exceed column.

No understanding

Evaluate the results of a control chart to determine if a process is in control.

Select the best methods to analyze a process to determine the cause of

special variation. Be able to determine natural specifications from customer


Exhibits basic understanding of the

control chart. Able to analyze a process,

trial and error of best method. Able to

apply specifications.

Unable to apply concept of control charts

and there use. Spotty understanding of

analysis methods.

No understanding

3, 4                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 
Develop and use a control chart correctly. Apply methods to diagnose

a process using tools provided. Able to defend a position based on these


Able to chart a process and discuss

basic tools. Basic connection

with problem identified during charting

Unable to chart or discuss tools effectively

No understanding.

1, 3, 4, 5, 6                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        
Recognizes importance of quality, control charting, natural and customer

specifications, and inspection policy. Defends and substantiates


Basic understanding of concepts,

defense of position good.

Some understanding, disjointed.

No understanding

3, 4                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 
Develop and use a control chart correctly. Apply methods to diagnose

a process using tools provided and discussed above effectively.

Can develop a chart, basic use of tools.

Little evidence of understanding

No understanding

No errors in writing

1-3 errors in writing

4-6 errors in writing

7 or more errors in writing



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Last Updated:2/23/2013 1:50:42 PM