Application of Attribute Gage Repeatability and Reproducibility (Gage R&R) Analysis to improve Customer Queries and Complaint Process-A Case Study in a Service Organization
Keywords:
Gage, Repeatability, Reproducibility, Measurement system, Quality.Abstract
Gage repeatability and reproducibility analysis is one of the most significant tools used in measurement phase of Six Sigma Define-Measure-Analyze- Improve-Control (DMAIC) methodology. Adequate measurement system results in accurate estimation of process capability to meet customer requirements. The article presents a case study of attribute gage repeatability and reproducibility (Gage R&R) analysis to improve quality of customer query and complaint process. The authors have analyzed Gage R&R data and provided recommendations based on case study. They have further emphasized that gage R and R, is a simple yet effective tool that may lead to a substantial amount of savings to a company.
References
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2. Montgomery DC. Introduction to Statistical Quality Control. 6th edition. John Wiley, 2009.
3. Erdmann TP, Does RJMM, Bisgaard S. Quality quandaries*: a gage R&R study in a hospital. Quality Engineering 2009; 22(1): 46- 53.
4. Grant EL, Leavenworth RS. Statistical Quality Control. McGraw-Hill, 2004.
5. Floyd DA, Laurent CJ. Gauging: an underestimated consideration in the application of statistical process control. Quality Engineering 1995; 8(1): 13- 29.
6. Jorge G, Sainz T. Conducting Gage R&R. Six Sigma Forum Magazine, Feb 2013.
7. Majeske KD, Andrews RW. Evaluating measurement systems and manufacturing processes using three quality measures. Quality Engineering 2002; 15(2): 243-51.
8. Measurement Systems Analysis Reference Manual. Fourth Edition. Chrysler, Ford, GM, 2010.
9. Harry M, Schroeder R. Six Sigma: The Breakthrough Management Strategy Revolutionizing the World's Top Corporations. Crown Business, 1999.
10. Oakland J. Statistical Process Control. Butterworth-Heinemann, Oxford, 1999.
11. Ribeiro L, Carbal JA. The use and misuse of statistical tools. Journal of Materials Processing 1999; 92-93: 288-92.
12. Sweeney S. Analysis of two-dimensional gage repeatability and reproducibility. Quality Engineering 2007; 19(1): 29-37.
13. Sweet AL, Tjokrodjojo S, Wijaya P. An investigation of the measurements systems analysis “Analytic method” for attribute gages. Quality Engineering 2005; 17(2): 219- 26.
14. Levin RI, Rubin D. Statistics for Management. Prentice-Hall, 1999.
Published
2019-01-07
Issue
Section
Articles
