MONOGRAFIA Sobre Herramientas de Calidad

“AÑO DE LA L A CONSOLIDACION CONSOLIDACION DEL MAR DE GRAU” UNIVERSIDAD NACIONAL DEL CENTRO DEL PERÚADA PERÚADA FACULTAD FACULTAD DE INGENIERÍA INGE NIERÍA QUÍMICA

DEPARTAMENTO ACADÉMICO DE INGENIERÍA QUÍMICA Y TECNOLOGÍA

HERRAMIENTAS DE CALIDAD (TRABAJO DE APLICACIÓN

P!"#"$%&$' &) Ms. CLAROS CASTELLARES Jaime

R"&*+,&' -!) LEON PEREZ Gustavo G ustavo Alexis

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INTRODUCCION

Los sistemas sistemas $e 'esti0# 'esti0# $e %ali$a$ %ali$a$ a%tual a%tuales es (euie(e# (euie(e# ue las o('a#i2a%io# o('a#i2a%io#es es %ue#te# %ue#te# %o# u# m3to$o $e solu%i0# $e 4(olemas as) %omo el uso $e t3%#i%as t3%#i%as esta$)sti esta$)sti%as %as a4li%ales a4li%ales e# los 4(o%esos 4(o%esos $e a(i%a%i0 a(i%a%i0##- me$i%i0#me$i%i0#- a#6lisis a#6lisis , me7o(a- 4o( lo ue el uso $e la meto$olo')a $e solu%i0# $e 4(olemas %omi#a$o %o# las 8 9e((amie#tas esta$)sti%as 6si%as 4a(a la %ali$a$ , el a#6lisis $e 6(ol $e allas se %o#vie %o#vie(te (te# # e# u# me$io me$io i#$is4 i#$is4e#s e#sal ale e 4a(a 4a(a el %o#t(o %o#t(oll $e la %ali$a %ali$a$ $ $e los 4(o%es 4(o%esos os , 4(o$u%tos $e u#a em4(esa. Es m6s 6%il al%a#2a( los (esulta$os es4e(a$os %ua#$o se utili2a# 9e((amie#tas a4(o4ia$as 4a(a el 4(o40sito 4e(se'ui$o. Es 4o( ello ue 4(o4o#emos u#a se(ie $e 9e((amie#tas ue a%ilita# el lo'(o $e los o7etivos $el sistema P(o%esos Ei%ie#tes. Se':# ;aou(u &s9i? $e los 4(olemas $e u#a o('a#i2a%i0#.  Al a4li%a( las 8 9e((amie#tas esta$)sti%as 6si%as e# la 'esti0# se o(tale%e(6 la %a4a%i$a$ $e a#ali2a( $atos , 4o( la ta#to la solu%i0# $e 4(olemas- estas 9e((amie#tas so#@ • • • • • • •

&AGRAMA CABSA  EECTO PLAN&LLA E &NSPECC&DN GR&COS E CONTROL &AGRAMA E LBJO +&STOGRAMA &AGRAMA E PARETO &AGRAMA E &SPERS&ON

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• • • • •

ia'(ama $e ai#i$a$ ia'(ama $e (ela%i0# ia'(ama e# 6(ol ia'(ama mat(i%ial ia'(ama $e $e%isio#es $e a%%i0#

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ia'(ama sa'ital  A#6lisis a%to(ial $e $atos

RESUMEN

E# el 4(ese#te t(aa7o ex4li%a(3 %omo es u# '(a# a4o,o $e las 9e((amie#tas $e %ali$a$. Como #o(ma 'e#e(al- existe# al'u#as %a(a%te()sti%as ue se $e#omi#a# %()ti%as 4a(a estale%e( la %ali$a$ $e u# 4(o$u%to o se(vi%io. Lo m6s %om:# es ee%tua( me$i%io#es $e estas %a(a%te()sti%as- ote#ie#$o as) $atos #um3(i%os. Si se mi$e %ualuie( %a(a%te()sti%a $e %ali$a$ $e u# 4(o$u%to o se(vi%iose(vi%io- se ose(va(6 ose(va(6 ue los valo(es #um3(i%os #um3(i%os 4(ese#ta# 4(ese#ta# u#a lu%tua%i0# o va(iaili$a$ e#t(e las $isti#tas u#i$a$es $el 4(o$u%to a(i%a$o o se(vi%io 4(esta$o. E# 1I"> 1I"> &s9i"H. Pa(a Pa(a (eal (eali2 i2a( a( u# me7o me7o(( a#6l a#6lis isis is $e esto estoss $ato $atoss (esu (esultlta a :til :til a4o, a4o,a( a(se se e# lo ue ue se $e#omi#a# t3%#i%as '(6i%as $e %ali$a$- %omo lo so# las #+"%" 0"!!&.+"$%&# 23#+/&# '" /&*+'&'4 utili2a$as 4a(a la solu%i0# $e 4(olemas ati#e#tes a la %ali$a$- me#%io#a$as 4o(  4(ime(a ve2 4o( ;ao(u &s9i
P&*&2!&# /*&5"#) 9e((amie#tas- %ali$a$- o('a#i2a%i0#- 4(o$u%%i0# , solu%i0#.

ABSTRACT

&# t9is 4a4e( & =ill ex4lai# ex4lai# 9o= is ve(, su44o(tive su44o(tive o ualit, tools. tools. As a 'e#e(al (ule- t9e(e a(e some eatu(es t9at a(e %alle$ %(iti%al to estalis9 t9e ualit, o a 4(o$u%t o( se(vi%e. T9e mos mostt %om %ommo# mo# is ma< ma 4(o4ose$ a set o sim4le statisti%al te%9#iues to e a44lie$ , t9e ualit, %i(%les. A%%o($i#' to &s9i"H. o( a ette( a#al,sis o t9is $ata it is useul to (el, o# =9at a(e %alle$ '(a49i% ualit, te%9#iues- as a(e t9e seve# asi% tools o ualit,- use$ o( solvi#' 4e(tai#i#' to ualit, 4(olems- i(st me#tio#e$ , ;ao(u &s9i
6"78!'#) tools- ualit,- o('a#i2atio#- 4(o$u%tio# a#$ solutio#.

MARCO CONCEPTUAL

RESEÑA HISTORICA) El Co#t(ol $e Cali$a$ tuvo su o(i'e# e# la 4(o$u%%i0# i#$ust(ial masiva $e 4(i#%i4ios $el si'lo - el $esa((ollo $e los m3to$os $e 4(o$u%%i0# e# %a$e#a 4la#te0 el 4(ime(  4(ol 4(olem ema a $e %ali %ali$a $a$$- e# %ua# %ua#to to ue ue 3sta 3sta esta estaa a li'a li'a$a $a a la %o# %o#o( o(mi mi$a $a$ $ %o# %o# las las es4e%i es4e%ii% i%a%i a%io#e o#ess $e los 4(o$u% 4(o$u%tos tos , sus %om4o#e %om4o#e#te #tes@ s@ a u#a m6s alta alta %o#o( %o#o(mi$ mi$a$ a$ %ali$a$H- %o((es4o#$e()a u# #:me(o me#o( $e $ese%9os , (e4(o%esos- %o# lo ue el %oste $el 4(o%eso 4(o$u%tivo- , $el 4(o$u%to- se (e$u%i()a. Su('e# e#to#%es los 4(ime(os 4(o%e$imie#tos $e %o#t(ol $e %ali$a$. La u#%i0# $e %ali$a$a7o esta 04ti%a %l6si%a- se limita a la (eali2a%i0# $e u#a se(ie $e ose(va%io#es ue tie#e# %omo o7etivo la ve(ii%a%i0# $e la %o#%o($a#%ia $e los $ie(e#tes $is4ositivos , %om4o# %om4o#e#t e#tes es a su es4e%i es4e%ii% i%a%i a%i0#0#- 4(evia 4(eviame#t me#te e estal estale%i e%i$a. $a. Los (esult (esulta$o a$oss $e las ose(va%io#es 4e(miti()a# se4a(a( el 4(o$u%to a%e4tale $el #o a%e4tale me$ia#te la i#s4e%%i0# i#al $el 4(o$u%to ,a te(mi#a$o. E# Esta$os B#i$os- el li$e(a2'o $e (e$e(i%< Ta,lo( , su K$i(e%%i0# %ie#t)i%a Ta,lo(1I1 1I11H su4u su4uso so la se4a se4a(a (a%i %i0# 0# e#t( e#t(e e la 4la#i 4la#iii%a %a%i %i0# 0# $el $el t(a t(aa7 a7o o , su e7e% e7e%u% u%i0 i0#@ #@ la 4la#i 4la#ii%a i%a%i0 %i0# # e(a (eali2 (eali2a$a a$a 4o( $isti# $isti#tos tos es4e%i es4e%iali alista stass mie#t( mie#t(as as ue los %a4ata %a4ata%es %es , o4e(a(ios e7e%utaa# la 4la#ii%a%i0# 9e%9a 4o( auellos. es$e el 4u#to $e vista $el %o#t(ol $e %ali$a$- tami3# se se'(e'0 la 4(o$u%%i0# $e la i#s4e%%i0#. i#s4e%%i0#. Se %(ea(o# %(ea(o# e#to#%es e#to#%es $e4a(tame#t $e4a(tame#tos os $e i#s4e%%i0#i#s4e%%i0#- llama$os $e KCo#t(ol KCo#t(ol $e Cali$a$ o $e KAse'u(amie#to $e la Cali$a$- %o# la i#ali$a$ $e se4a(a( los 4(o$u%tos ue#os $e los $ee%tuosos $e o(ma ue 3stos #o lle'a(a# al %lie#te. Si ie# el aume#to $e la 4(o$u%tivi$a$ ue evi$e#te- se ome#t0 la i$ea $e ue la %ali$a$ e(a mate(ia $e los $e4a(tame#tos es4e%iali2a$os e# la i#s4e%%i0# $e la %ali$a$. El %o#%e4to su,a%e#te $e 'esti0# $e la %ali$a$ e(a ue %a$a $e4a(tame#to u#%io#al e#t(e'aa su 4(o$u%to al si'uie#te ,- i#alme#te- el $e4a(tame#to $e %ali$a$ se4a(aa la 4(o$u%%i0# %o((e%ta $e la i#%o((e%ta. E# el $esa((ollo $e los m3to$os $e %o#t(ol $e %ali$a$ se 4(o$u7o u# salto %ualitativo %o# los estu$ios $e alte( A. S9e=9a(t- ue e#to#%es t(aa7aa e# los Lao(ato(ios ell Tele49o#e- uie# a 4a(ti( $e la $3%a$a $e 1I! i#i%i0 el 4e(e%%io#amie#to $el %o#t(ol $e la %ali$a$ i#t(o$u%ie#$o el muest(eo esta$)sti%o $e los 4(o%esos. ei#i0 el %o#t(ol $e %ali$a$ e# t3(mi#os $e va(ia%i0# 4(ovo%a$a 4o( %ausas asi'#ales , %ausas aleato(ias e

i#t(o$u7o los '(6i%os $e %o#t(ol $e 4(o%eso %omo u#a 9e((amie#ta 4a(a $isti#'ui( e#t(e los $os ti4os $e va(ia%io#es.  9:; El %o#t(ol $e %ali$a$ se $es4la2a e#to#%es $e la me(a i#s4e%%i0# i#al $el 4(o$u%to- al %o#t(ol esta$)sti%o $el 4(o%eso %o# el i# $e $ete(mi#a( %u6#$o u# 4(o%eso est6 someti$o a va(i va(ia% a%io io#e #ess e# su %om4 %om4o(t o(tam amie ie#t #too- tale taless ue ue su (esu (esultlta$ a$o o $e(i $e(iva va(6 (6 e# 4(o$ 4(o$u% u%to to $ee%tuoso- es $e%i(- ue(a $e los l)mites $e las es4e%ii%a%io#es estale%i$as e# el $iseFo. S9e=9a( S9e=9a(tt 9i2o 9i2o 9i#%a4 9i#%a4i3 i3 e# ue los 4(o%es 4(o%esos os $e 4(o$u% 4(o$u%%i0 %i0# # $ee# $ee# se( %o#t(o %o#t(ola$o la$oss esta$) esta$)sti sti%am %ame#t e#tee- $e o(ma o(ma ue s0lo s0lo exista exista# # va(ia% va(ia%io# io#es es $e %ausas %ausas o%asio o%asio#al #ales es o aleato(ias- 4a(a as) ma#te#e(los a7o %o#t(ol. Sus t(aa7os ue(o# ex4uestos e# Economic  Control of Quality of Manufactured Products S9e=a(t- 1I1H. u(a#te la && Gue((a Mu#$ial- la i#$ust(ia $e Esta$os B#i$os llev0 a %ao la 4(o$u%%i0# $e '(a# %a#ti$a$ $e mate(ial milita(- 4a(a uso 4(o4io o 4a(a e#t(e'a a los alia$os. Mu%9os $e esos 4(o$u%tos 4(o$u%tos em4leaa# u#a te%#olo')a #ueva , soisti%a$ soisti%a$aa- 4o( lo ue e(a #e%esa(io #e%esa(io ase'u(a( ase'u(a( su %ali$a$. %ali$a$. Los m3to$os m3to$os esta$)sti esta$)sti%os %os $e %o#t(ol %o#t(ol $e %ali$a$ %ali$a$ ue(o# e#to#%es i#te#same#te $esa((olla$os e# lo ue su4uso u# ue(te im4ulso al mo$e(#o %o#t(ol $e %ali$a$. E# Ja40#- a#tes $e la && Gue((a Mu#$ialMu#$ial- la a4li%a%i0# a4li%a%i0# $el %o#t(ol $e %ali$a$ %ali$a$ e(a es%asa. es%asa. Ja40# elao(aa 4(o$u%tos $e a7a %ali$a$ ue e(a# ve#$i$os a a7o 4(e%io. T(as el %o#li%to 3li%o- la o%u4a%i0# milita( $el 4a)s 4o( 4a(te $e Esta$os B#i$os su4uso el est)mulo $el mo$e(#o %o#t(ol $e %ali$a$- %e#t(6#$ose al 4(i#%i4io e# el se%to( $e las tele%o tele%omu# mu#i%a i%a%io %io#es #es al #e%esi #e%esita( ta( los milita milita(es (es esta$o esta$ou#i u#i$e#s $e#ses es ue estos estos se(vi% se(vi%ios ios u#%io#a(a# a$e%ua$ame#te 4o( (a2o#es lo')sti%as- 4a(a exte#$e(se 4oste(io(me#te a ot(o ti4o $e i#$ust(ias. E# 1II la B#i0# Ja4o#esa $e Cie#t)i%os e &#'e#ie(os JBSE  Union of Japanese %o#stitu,e e u# '(u4o $e i#vesti'a%i0# i#vesti'a%i0# so(e %o#t(ol %o#t(ol $e %ali$a$. Scientists and Engineers H %o#stitu, E# 1I5 E$=a($s emi#'es i#vita$o a im4a(ti( u#a se(ie $e %u(sos , semi#a(ios ue 4(omu 4(omuev eve# e# ue( ue(te teme me#t #te e el uso uso $el $el %o#t %o#t(ol (ol esta esta$) $)st sti% i%o o $e la %ali %ali$a$ $a$-- ue ue se 9a) 9a)a a most(a$o mu, ei%a2 e# la $ismi#u%i0# $e las %ausas asi'#ales $e va(ia%i0# $e los 4(o%esos , e# la (e$u%%i0# $el 4e(so#al e#%a('a$o $e ee%tua( la i#s4e%%i0#. La a4li%a%i0# a4li%a%i0# $el %o#t(ol %o#t(ol esta$)sti%o esta$)sti%o $e la %ali$a$ %ali$a$ tuvo am4lia $iusi0# $iusi0# e# las i#$ust(iasi#$ust(iases4e%i es4e%ialm alme#t e#te e e# el 6mito 6mito $e la a(i% a(i%a%i a%i0#. 0#. Ello e# u# 4a)s %o# u#a eleva$) eleva$)sim sima a $e#si$a$ $e 4ola%i0# ue %a(e%e $e mate(ias 4(imas- 4o( lo ue se %o#si$e(0 est(at3'i%o 4(o$u%i( ie#es %o# u#a %ali$a$ ue a%ilita(a la ex4o(ta%i0#. No osta#te- el e#oue $el %o#t(ol $e %ali$a$ se most(0 i#sui%ie#te ,a ue i#volu%(aa :#i%ame#te a i#'e#ie(os , 4e(so#al $e 4la#ta- 4(o$u%)a (e%9a2o e# el 4e(so#al , #o im4li%aa sui%ie#teme#te a la 'e(e#%ia $e las i#$ust(ias. E# 1I5- Jose49 M. Ju(a# visita Ju(a# visita Ja40# e im4a(te u#a se(ie $e semi#a(ios $i(i'i$os a #iveles $i(e%tivos altos , me$ios- se#siili26#$olos a%e(%a $e su 4a4el e# el %o#t(ol $e la %ali$a$. Esta visita $e Ju(a# ma(%0 K una transición en las actividades de control de calidad 

 &s9i5H1I>5H- e# el se#ti$o $e #o limita(las a i#'e#ie(os , em4lea$os $e la en Japón  &s9iH.

No ost osta# a#te te las las t3%# t3%#i% i%as as esta esta$) $)st sti% i%as as $el $el %o#t %o#t(o (oll $e %ali %ali$a $a$ $ 4ose 4ose)a )a# # u#a u#a %ie( %ie(ta ta %om4le7i$a$ ue im4e$)a su uso 4o( 4a(te $el 4e(so#al #o es4e%iali2a$o e# ellas. E(a e#to#%es #e%esa(io $is4o#e( $e 9e((amie#tas ue #o (eui(ie(a# $e u# %o#o%imie#to ex4e(to e# t3%#i%as esta$)sti%as , ue- 4o( ta#to- 4u$ie(a# se( a4li%a$as e# los %)(%ulos $e %ali$a$. E# 1I"> 1I"> &s9i"H. 9:;

CONCEPTO) Las 9e((amie#tas $e Cali$a$ %omo #o(ma 'e#e(al- existe# al'u#as %a(a%te()sti%as ue se $e#omi#a# %()ti%as 4a(a estale%e( la %ali$a$ $e u# 4(o$u%to o se(vi%io. Lo m6s %om:# es ee%tua( me$i%io#es $e estas %a(a%te()sti%as- ote#ie#$o as) $atos #um3(i%os. Si se mi$e %ualuie( %a(a%te()sti%a $e %ali$a$ $e u# 4(o$u%to o se(vi%io- se ose(va(6 ue los valo(es

#um3(i #um3(i%os %os 4(ese# 4(ese#ta# ta# u#a lu%tu lu%tua%i a%i0# 0# o va(ia va(iaili ili$a$ $a$ e#t(e e#t(e las $isti# $isti#tas tas u#i$a$e u#i$a$ess $el 4(o$u%to a(i%a$o o se(vi%io 4(esta$o. Pa(a Pa(a (eal (eali2 i2a( a( u# me7o me7o(( a#6l a#6lis isis is $e esto estoss $ato $atoss (esu (esultlta a :til :til a4o, a4o,a( a(se se e# lo ue ue se $e#omi#a# t3%#i%as '(6i%as $e %ali$a$- %omo lo so# las #+"%" 0"!!&.+"$%&# 23#+/&# '" /&*+'&'4 utili2a$as 4a(a la solu%i0# $e 4(olemas ati#e#tes a la %ali$a$- me#%io#a$as 4o(  4(ime(a ve2 4o( ;ao(u &s9i
DIAGRAMA CAUSA > EFECTO)  A,u$a a i$e#tii%a(- %lasii%a( , 4o#e( $e ma#iiesto 4osiles %ausas- ta#to $e 4(olemas es4e%)i%os %omo $e ee%tos $esea$os. La va(iaili$a$ $e u#a %a(a%te()sti%a $e %ali$a$ es u# ee%to o %o#se%ue#%ia $e m:lti4les %ausas- 4o( ello- al ose(va( al'u#a i#%o#o(mi$a$ %o# al'u#a %a(a%te()sti%a $e %ali$a$ $e u# 4(o$u%to o se(vi%io- es sumame#te im4o(ta#te $etalla( las 4osiles %ausas $e la i#%o#siste# i#%o#siste#%ia. %ia. La 9e((amie#ta 9e((amie#ta $e a#6lisis a#6lisis m6s utili2a$a utili2a$a so# los llama$os '+&1!&.&# '" tami3# %omo '+&1!&.&# /&?#& @ ""/%4 %o#o%i$os '" "#-+$& '" -"#/&'4 o '+&1!&.&# '+&1!&.&# '" I#0+&8& I#0+&8&  Pa(a 9a%e( u# $ia'(ama $e %ausa  ee%to se (e%omie#$a se'ui( los si'uie#tes 4asos@ 1. Ele'i( la %a(a%te()sti%a $e %ali$a$ ue se va a a#ali2a(. a#al i2a(. Po( e7em4lo- e# la 4(o$u%%i0# $e (as%os $e me(mela$a- la %a(a%te()sti%a 4o$()a se( el 4eso $el (as%o lle#o- la $e#si$a$ $el 4(o$u%to- los '(a$os (ix- et%. et%. T(a2amos T(a2amos u#a le%9a 9o(i2o#tal '(uesa e# se#ti$o i2uie($a a $e(e%9a- ue (e4(ese#ta el 4(o%eso , a la $e(e%9a $e 3sta es%(iimos la %a(a%te()sti%a $e %ali$a$. 9<;

!. &#$i%amos los a%to(es %ausales m6s im4o(ta#tes ue 4ue$a# 'e#e(a( la lu%tua%i0# $e la %a(a%te()sti%a $e %ali$a$. T(a2amos le%9as se%u#$a(ias $ia'o#ales e# $i(e%%i0# $e la le%9a 4(i#%i4al. Bsualme#te estos a%to(es %ausales se ve# (e4(ese#ta$os e# Mate(ias 4(imas- M6ui#as- Ma#o $e o(a- M3to$os $e me$i%i0#- et%. 9<;

. A#examos e# %a$a (ama a%to(es %ausales m6s $etalla$os $e la lu%tua%i0# $e la %a(a%te()sti%a $e %ali$a$. Pa(a sim4lii%a( 3sta lao( 4o$emos (e%u((i( a la t3%#i%a $el i#te((o'ato(io. i#te((o'ato(io. e 3sta o(ma se'uimos am4lia#$o el $ia'(ama 9asta ase'u(a(#os $e ue %o#te#'a to$as las 4osiles %ausas $e $is4e(si0#. 9<;

. Ve(ii%amos ue to$os los a% a%to( to(es es %au %ausal sales es $e $is4e(si0# 9a,a# si$o a#exa$os al $ia'(ama. B#a

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ma#e(a %la(a la s (ela%io#es %ausa , ee%toel $ia ia'( '(am ama a es estta( a(6 6 te(mi#a$o. El si'uie#te '(6i%o %o((es4o#$e a u# e7em4lo $e $ia'(ama $e %ausa  ee%to $e la Gu)a $e Co#t(ol $e Cali$a$ $e
m6ui#a e# la ue se ose(va u# $ee%to $e (ota%i0# os%ila#te- la %a(a%te()sti%a $e %ali$a$ es la os%ila%i0# $e u# e7e $u(a#te la (ota%i0#@ 9<;

PLANILLA DE

INSPECCIÓN)

Las 4la#illas $e i#s4e%%i0# so# u#a 9e((amie#ta $e (e%ole%%i0# , (e'ist(o $e i#o(ma%i0#. La 4(i#%i4al ve#ta7a $e 3stas es ue $e4e#$ie#$o $e su $iseFo si(ve# ta#to 4a(a (e'ist(a( (esulta$os- %omo 4a(a ose(va( te#$e#%ias , $is4e(sio#es- lo %ual 9a%e ue #o sea #e%esa(io %o#%lui( %o# la (e%ole%%i0# $e los $atos 4a(a $is4o#e( $e i#o(ma%i0# $e ti4o esta$)sti%o. El $iseFo $e u#a 4la#illa $e i#s4e%%i0# 4(e%isa $e u# a#6lisis esta$)sti%o 4(evio- ,a ue e# ella se 4(eestale%e u#a es%ala 4a(a ue e# lu'a( $e (e'ist(a( #:me(os se 9a'a# ma(%a%io#es sim4les. Su4o#'amos ue te#emos u# lote $e a(t)%ulos , ee%tuamos la me$i%i0# $el 4eso $e estos. Po( e7em4lo si otuvimos los  valo(es si'uie#tes@ 1-8  !-5  !-5. Ca$a a#ota%i0# la (e4(ese#ta(emos %o# el si'#o .

Po$emos ose(va( %omo al mismo tiem4o ue (e'ist(amos #uest(os (esulta$os- la 4la#illa #os va most(a#$o %ual es la te#$e#%ia %e#t(al $e las me$i%io#es- el (a#'o $e las ose(va%io#es , al te#e( $is%(imi#a$os #uest(os l)mites $e %o#t(ol- 4o$emos ose(va( u3 %a#ti$a$ $e #uest(o 4(o$u%to %um4le %o# las es4e%ii%a%io#es. 9<;

GRFICOS DE CONTROL) +e((amie#ta esta$)sti%a utili2a$a 4a(a %o#t(ola( , me7o(a( u# 4(o%eso me$ia#te el a#6lisis $e su va(ia%i0# a t(av3s $el tiem4o. Los '(6i%os o %a(tas $e %o#t(ol so# $ia'(amas 4(e4a(a$os $o#$e se va# (e'ist(a#$o valo(es su%esivos $e la %a(a%te()sti%a

 $e %ali$a$ ue se est6 estu$ia#$o. Estos $atos se (e'ist(a# $u(a#te el 4(o%eso $e elao(a%i0# o 4(esta%i0# $el 4(o$u%to o se(vi%io. Ca$a '(6i%o $e %o#t(ol se %om4o#e $e u#a l)#ea %e#t(al ue (e4(ese#ta el 4(ome$io 9ist0(i%o- , $os l)mites $e %o#t(ol su4e(io( e i#e(io(H. Su4o#'amos ue te#emos u# 4(o%eso $e elao(a%i0# $e sellos (ete#e$o(es $e a%eite. Ca$a ve2 ue se elao(a u# sello se toma la 4ie2a , se mi$e el $i6met(o i#te(#o. Las :ltimas 15 me$i%io#es su%esivas $el $i6met(o se (e'ist(a# e# u#a %a(ta $e %o#t(ol@ 9<;

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Estas me$i%io#es 4ue$e# a#ota(se e# u#a %a(ta %omo la si'uie#te@

E# 3ste %aso to$as las ose(va%io#es lu%t:a# al(e$e$o( $e la l)#ea %e#t(al , $e#t(o $e los l)mite l)mitess $e %o#t(o %o#t(oll 4(eest 4(eestal ale%i e%i$os $os-- si# ema(' ema('oo- #o siem4( siem4(e e se(6 se(6 as)as)- %ua#$o %ua#$o u#a ose(va%i0# ose(va%i0# #o se e#%ue#t(e e#%ue#t(e $e#t(o $e los l)mites l)mites $e %o#t(ol %o#t(ol 4ue$e se( el i#$i%io $e ue al'o a#$a mal e# el 4(o%eso. 9<;

DIAGRAMA DE FLUJO) B# $ia' $ia'(a (ama ma $e lu7 lu7o o es u#a u#a (e4( (e4(es ese# e#ta ta%i %i0# 0# '(6i '(6i%a %a $e la se%u se%ue#% e#%ia ia $e eta4 eta4as as-o4e(a% o4e(a%io# io#eses- movimi movimie#t e#tosos- es4e(a es4e(ass- $e%isi $e%isio#e o#ess , ot(os ot(os eve#to eve#toss ue o%u((e# o%u((e# e# u# 4(o%eso. Su im4o(ta#%ia %o#siste e# la sim4lii%a%i0# $e u# a#6lisis 4(elimi#a( $el 4(o%eso , las las o4e(a o4e(a%i %io# o#es es ue ue tie# tie#e# e# lu'a lu'a(( al estu estu$i $ia( a( %a(a %a(a%t %te( e()s )stiti%a %ass $e %ali %ali$a$ $a$.. sta sta (e4( (e4(es ese# e#ta ta%i %i0# 0# se ee% ee%t: t:a a a t(av t(av3s 3s $e o(m o(mas as , s)m s)mol olos os '(6 '(6i% i%os os usua usualm lme# e#te te esta#$ esta#$a(i a(i2a$ 2a$osos- , $e %o#o%i %o#o%imie mie#to #to 'e#e(al 'e#e(al.. Los i#'e#i i#'e#ie(o e(oss i#$ust i#$ust(ial (iales es usualm usualme#t e#te e

(e%u((imos a la #o(ma ASME  Gu)a 4a(a la elao(a%i0# $e u# $ia'(ama $e 4(o%eso- 4a(a ee%tua( #uest(os $ia'(amas $e lu7o- si# ema('o- existe# ot(as (e4(ese#ta%io#es- %omo la si'uie#te@ 9<;

HISTOGRAMA) G(6i%o $e a((as ve(ti%ales ue (e4(ese#ta la $ist(iu%i0# $e (e%ue#%ias $e u# %o#7u#to $e $atos. B# 9isto'(ama o $ia'(ama $e a((as es u# '(6i%o ue muest(a la (e%ue#%ia $e %a$a u#o $e los (es (esult ulta$o a$oss %ua %ua#$o #$o se e ee%t e%t:a# :a# me$ me$i%i i%io#e o#ess su% su%esi esivas vas.. st ste e '(6 '(6i%o i%o 4e(m 4e(mite ite ose(va( al(e$e$o( $e u3 valo( se a'(u4a# las me$i%io#es , %u6l es la $is4e(si0# al(e$e$o( $e 3ste valo(. La utili$a$ e# u#%i0# $el %o#t(ol $e %ali$a$ ue 4(esta 3sta

(e4(es (e4( ese# e#ta ta%i %i0# 0# (a (a$i $i%a %a e# la 4o 4osi sii ilili$a $a$ $ $e vi visu sual ali2 i2a( a( (6 (64i 4i$a $ame me#t #te e i# i#o o(m (ma% a%i0 i0# # a4a(e#teme#te o%ulta e# u# taula$o i#i%ial $e $atos. 9<; Su4o#'amos ue estam Su4o#'amos estamos os (eali2a#$o me$i%io#es me$i%io#es su%esivas su%esivas $el 4eso $e sa%os $e 4a4a e# u#a %e#t(al $e a%o4io %o#o(me estos lle'a#. &#i%ialme#te te#)amos u# taula$o %o# ose(va%io#es i#$ivi$uales ue a'(u4amos e# los si'uie#tes i#te(valos %o# su (es4e%tiva (e%ue#%ia@

 As) se (e4(ese#ta# #uest(as ose(va%io#es ose(va%io#es e# u# 9isto'(ama@

DIAGRAMA DE PARETO)

M3to$o $e a#6lisis ue 4e(mite $is%(imi#a( e#t(e las %ausas m6s im4o(ta#tes $e u# 4(olema los 4o%os , vitalesH , las ue lo so# me#os los mu%9os , t(ivialesH. 9; El $ia'(ama $e Pa(eto es u#a va(ia%i0# $el 9isto'(ama t(a$i%io#al- 4uesto ue e# el Pa(eto se o($e#a# los $atos 4o( su (e%ue#%ia $e ma,o( a me#o(. El 4(i#%i4io $e Pa(etotami3# %o#o%i$o %omo la (e'la > ! e#u#%i0 e# su mome#to ue Uel !? $e la 4ola%i0#- 4ose)a el >? $e la (iue2aU. Evi$e#teme#te so# $atos a(it(a(ios , 4(ese#ta# va(ia%io#es al a4li%a( la teo()a e# la 4(6%ti%a- si# ema('o 3ste 4(i#%i4io se a4li%a %o# mu%9o 3xito e# mu%9os 6mitos- e#t(e ellos e# el %o#t(ol $e la %ali$a$- 6mito e# el ue suel suele e o%u( o%u((i (i(( ue ue el !? !? $e los los ti4o ti4oss $e $ee $ee%t %tos os-- (e4( (e4(es ese# e#ta ta# # el >? >? $e las las i#%o#o(mi$a$es. El o7etivo e#to#%es $e u# $ia'(ama $e Pa(eto es el $e evi$e#%ia( 4(io(i$a$es- 4uesto ue e# la 4(6%ti%a suele se( $i)%il %o#t(ola( to$as las 4osiles i#%o#o(mi$a$es $e %ali$a$ $e u# 4(o$u%to o se(vi%ios. Su4o#'amos ue u# 4(o%eso ue 4(o$u%e (e(i'e(a$o(es $esea estale%e( %o#t(oles so(e los $ee%tos ue a4a(e%e# e# las u#i$a$es ue sale# %omo 4(o$u%to te(mi#a$o e# la l)#ea $e 4(o$u%%i0#. Pa(a ello se 9a%e im4e(ativo $ete(mi#a( %u6les so# los $ee%tos m6s (e%ue#tes. E# 4(ime( lu'a( se %lasii%a(o# to$os los $ee%tos 4osiles@ 9<; •

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es4u3s $e i#s4e%%io#a( >> (e(i'e(a$o(es $ee%tuosos- se otuvo la si'uie#te tala $e (e%ue#%ias@

O($e#amos los $atos , a#examos u#a %olum#a $e (e%ue#%ias , ot(a $e (e%ue#%ias a%umula$as@

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%aso >1->? los

$ee%tos $el 4(o%eso %o((es4o#$e# al !5? $e los ti4os $e $ee%tos- es $e%i( ue ta# solo

solu%io#a#$o las  4(i#%i4ales i#%o#o(mi$a$es se solu%io#a()a# el >1->? $e u#i$a$es $ee%tuosas. 9<;

DIAGRAMA DE DISPERSION) Tami3# %o#o%i$os %omo '(6i%os $e %o((ela%i0#- estos $ia'(amas 4e(mite# 6si%ame#te estu$ia( la i#te#si$a$ $e la (ela%i0# e#t(e ! va(iales. a$as $os va(iales  , - se $i%e ue u e ex exis iste te u# u#a a %o %o(( ((el ela% a%i0 i0# # e# e#t( t(e e am ama ass si 3s 3sta tass so so# # $i $i(e (e%t %ta a o i# i#ve ve(s (sam ame# e#te te 4(o4o(%io#ales %o((ela%i0# 4ositiva o #e'ativaH. E# u# '(6i%o $e $is4e(si0# se (e4(ese#ta %a$a 4a( - H %omo u# 4u#to $o#$e se %o(ta# las %oo($e#a$as $e  , . 9<; Su4o#'amos Su4o#'a mos ue e# u# 4(o 4(o%es %eso o se 9a evi evi$e#% $e#%ia$ ia$o o %ie %ie(ta (ta lu%tua% lu%tua%i0# i0# $el 4es 4eso o $el 4(o$u%to te(mi#a$o- lue'o $e ee%tua( u# a#6lisis $e 4osiles %ausas se 4(esume ue el 4a(6met(o $e 9ume$a$ $el 4(o%eso ue se 4ue$e %o#t(ola(H tie#e u#a $i(e%ta (ela%i0# %o# los %amios $el 4eso. Pa(a ello se ee%t:a u# (e'ist(o $el 4a(6met(o $el 4(o%eso , el 4eso $el 4(o$u%to i#al- tal %omo ose(va(emos e# el si'uie#te taula$o@ 9<;

Se $esea estale%e( si existe u#a (ela%i0# u#a %o((ela%i0# e#t(e las va(iales $el 4(o%eso4o( ello se taula e# u# $ia'(ama $e $is4e(si0#@

Po$emos ose( Po$emos ose(va( va( ue exist existe e %ie(t %ie(ta a %o((e %o((ela%i0# la%i0# 4ositiva 4ositiva e#t(e las va(ia va(iales les $el 4(o%e 4(o%esososu #ivel $e i#te#si$a$ 4ue$e se( %al%ula$o me$ia#te %oei%ie#tes $e %o((ela%i0# li#ealli#eal 4e(o $es$e el $ia'(ama se 4ue$e ose(va( ue las va(iales evi$e#teme#te se vi#%ula#. 9<;

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