Bi 6: Mt cng ty bn hp gi hng bng bu in c nhiu kin hng b

tr li. Ban qun l cht lng ghi li nhng nguyn nhn m hng b tr
li.
STT
Nguyn nhn
S ln
1
Li chnh t tn ngi nhn
43
2
Sai lm v gi tn
17
3
Sai lm v s lng
24
4
a ch khng dung
10
5
Ch vit khng r
31
6
nh s nhm
7
7
S danh mc sai
58
8
i gi khng thng bo
47
9
Khch hng in tn hng khng r
13
Tng cng
250
Yu cu: Hy xut bin php gip Cng ty trn khc phc tnh trng trn
Tr li:
STT
1
2

Nguyn nhn

S danh mc sai
i gi khng thng
bo
3
Li chnh t tn
ngi nhn
4
Ch vit khng r
5
Sai lm v s lng
6
Sai lm v gi tn
7
Khch hng in tn
hng khng r
8
a ch khng ng
9
nh s nhm
Tng cng

S ln
58
47

S ln tch
ly
58
105

T l % cc
nguyn nhn
23.2
18.8

T l %
tch ly
23.2
42

43

148

17.2

59.2

31
24
17
13

179
203
220
233

12.4
9.6
6.8
5.2

71.6
81.2
88
93.2

10
7
250

243
250

4
2.8

97.2
100

V biu :

Biu Pareto
120
100
80
t l % cc
nguyn
nhn
t l % tch
ly

60
40
20
0
s
doanh
mc sai

i gi
khng
thng
bo

li chnh ch vit sai lm

t tn khng r v s
ngi
liu
nhn

sai lm khch
v gi
hng
tin
in tn
khng r

a ch
khng
ng

nh s
nhm

Qua biu trn ta thy: C nhiu nguyn nhn khin hng b tr li, trong
nguyn nhn ln nht l do sai s danh mc chim 23.2%, sau n i
gi khng thng bo chim 18.8% v do li chnh t tn ngi nhn chim
17.2%.
khc phc nhng nguyn nhn trn cng ty cn thc hin nhng bin
php sau:
- Ghi chnh xc s danh mc
- Nu c s thay i gi, trc khi gi hng cho khch, cng ty cn
thng bo vic thay i gi ny. Nu khch hng chp nhn th mi
gi hng.
- Ngi nhn n hng v ngi i gi hng phi ghi r h tn, a ch
ngi nhn
Bi 7: Hy s dng cc s liu trong bng sau y xy dng biu kim
sot X - R.

Bit
D3= 0; D4 =2,115; A2= 0,577
Bng: Phiu kim sot X - R ch tiu m
Nhm mu Kt qu o
s
6:00
10:00
14:00
1
14,0
12,6
13,2
2
13,2
13,3
12,7
3
13,5
12,8
13,0
4
13,9
12,4
13,3
5
13,0
13,0
12,1
6
13,7
12,0
12,5
7
13,9
12,1
12,7
8
13,4
13,6
13,6
9
14,4
12,4
12,2
10
13,3
12,4
12,6
11
13,3
12,8
13,0
12
13,6
12,5
13,3
13
13,4
13,3
12,0
14
13,9
13,1
13,5
15
14,2
12,7
12,9
16
13,6
12,7
12,4
17
14,0
13,2
12,4
18
13,1
12,9
13,5
19
14,6
13,7
13,4
20
13,9
13,0
13,0
21
13,3
12,7
12,6
22
13,9
12,4
12,7
23
13,2
12,3
12,6
24
13,2
12,8
12,8
25
13,3
12,8
12,1
Tr li:
Nhm
mu
s
1
2
3
4

Kt qu o
6:00
10:00

14:00

18:00

22:00

14,0
13,2
13,5
13,9

13,2
12,7
13,0
13,3

13,1
13,4
12,8
13,1

12,1
12,1
12,4
13,2

12,6
13,3
12,8
12,4

18:00
13,1
13,4
12,8
13,1
12,2
12,4
13,4
12,4
12,4
12,9
13,0
13,5
13,0
12,6
12,9
12,5
13,0
12,3
12,3
12,2
12,8
12,4
13,1
12,3
12,3

13.0
12.94
12.9
13.18

22:00
12,1
12,1
12,4
13,2
13,3
12,4
13,0
13,5
12,5
12,8
13,1
12,8
13,1
12,8
12,5
12,2
13,0
12,8
12,5
12,6
12,7
12,8
12,7
12,6
12,27

R
1.9
1.3
1.1
1.5

5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25

13,0
13,7
13,9
13,4
14,4
13,3
13,3
13,6
13,4
13,9
14,2
13,6
14,0
13,1
14,6
13,9
13,3
13,9
13,2
13,2
13,3

13,0
12,0
12,1
13,6
12,4
12,4
12,8
12,5
13,3
13,1
12,7
12,7
13,2
12,9
13,7
13,0
12,7
12,4
12,3
12,8
12,8

12,1
12,5
12,7
13,6
12,2
12,6
13,0
13,3
12,0
13,5
12,9
12,4
12,4
13,5
13,4
13,0
12,6
12,7
12,6
12,8
12,1

12,2
12,4
13,4
12,4
12,4
12,9
13,0
13,5
13,0
12,6
12,9
12,5
13,0
12,3
12,3
12,2
12,8
12,4
13,1
12,3
12,3

13,3
12,4
13,0
13,5
12,5
12,8
13,1
12,8
13,1
12,8
12,5
12,2
13,0
12,8
12,5
12,6
12,7
12,8
12,7
12,6
12,27

12.72
12.6
13.02
13.3
12.78
12.8
13.04
13.14
12.96
13.18
13.04
12.68
13.12
12.92
13.28
13.14
12.82
12.84
12.78
12.74
12.644
X =12.9425
6

1 k
323 .564
X =
=
= 12.94256

25
25 i =1
k

i =1

33 .9
25

Biu kim sot

UCL =
LCL =

X
X

= 1.356
X

+ A 2 R = 12.94256 + 0.577*1.356 =13.725

- A 2 R = 12.94256 - 0.577*1.356 = 12.16

Biu kim sot R

R = 1.356
UCL = D 4

= 2.115*1.356 = 2.868

1.2
1.7
1.8
1.2
2.2
0.9
0.5
1.1
1.4
1.3
1.7
1.4
1.6
1.2
2.4
1.3
0.7
1.5
0.9
0.9
1.2
R =1.35
6

LCL = D 3

= 0* 1.356 = 0

Biu kim sot

14
13.5
X

13

CL

12.5

UCL

12

LCL

11.5
11
1

11

13

15

17

19

21

23

25

*Nhn xt: Nhn vo biu ta thy qu trnh din ra bnh thng n nh

v nm trong gii hn kim sot.

Biu kim sot R

3
2.5
R
CL
UCL
LCL

2
1.5
1
0.5
0
1

11

13

15

17

19

21

23

*Nhn xt: Nhn vo biu ta thy qu trnh din ra bnh thng n nh

v nm trong gii hn kim sot.
Bi 8: Cng ty A chuyn gia cng cc loi mu. kim tra cht lng sn
phm, Cng ty ly 25 l sn phm, vi kch thc mu l 5 sn phm.

25

Cc s liu c cho bng sau (n v tnh l mm). Bit D3= 0; D4

=2,115; A2= 0,577
Yu cu:V biu kim sot X - R v cho bit trng thi ca qu trnh?
Bng: Kch thc ng knh trong ca xc mng
Mu
Cc gi tr o ca sn phm
1
74,030
74,002
74,019
2
73,995
73,992
74,001
3
73,998
74,024
74,021
4
74,002
73,996
73,993
5
73,992
74,007
74,015
6
74,009
73,994
73,997
7
73,995
74,006
73,994
8
73.985
74,003
73,993
9
74,008
73,995
74,009
10
73,998
74,000
73,990
11
73,994
73,998
73,994
12
74,004
74,000
74,007
13
73,983
74,002
73,998
14
74,006
73,967
73,994
15
74,012
74,014
73,998
16
74,000
73,984
74,005
17
73,994
74,012
73,986
18
74,006
74,010
74,018
19
73,984
74,002
74,003
20
74,000
74,010
74,013
21
73,982
74,001
74,015
22
74,004
73,999
73,990
23
74,010
73,989
73,990
24
74,015
74,008
73,993
25
73,982
73,984
73,995
Tr li:
Mu
Cc gi tr o ca sn phm
1
74,030 74,002 74,019 73,992 74,00
8
2
73,995 73,992 74,001 74,011 74,00
4
3
73,998 74,024 74,021 74,005 74,00

73,992
74,011
74,005
74,015
73,989
73,985
74,000
74,015
74,005
74,007
73,995
74,000
73,997
74,000
73,999
73,998
74,005
74,003
74,005
74,020
74,005
74,006
74,009
74,000
74,017

74,008
74,004
74,002
74,009
74,014
73,993
74,005
73,988
74,004
73,995
73,990
73,996
74,102
73,984
74,007
73,996
74,007
74,000
73,997
74,003
73,996
74,009
74,014
74,010
74,013

74,0102

R
0,038

74,0006

0,019

74,01

0,03

74,002

73,996

73,993 74,015

73,992

74,007

74,015 73,989

74,009

73,994

73,997 73,985

73,995

74,006

73,994 74,000

73.985

74,003

73,993 74,015

74,008

73,995

74,009 74,005

10

73,998

74,000

73,990 74,007

11

73,994

73,998

73,994 73,995

12

74,004

74,000

74,007 74,000

13

73,983

74,002

73,998 73,997

14

74,006

73,967

73,994 74,000

15

74,012

74,014

73,998 73,999

16

74,000

73,984

74,005 73,998

17

73,994

74,012

73,986 74,005

18

74,006

74,010

74,018 74,003

19

73,984

74,002

74,003 74,005

20

74,000

74,010

74,013 74,020

21

73,982

74,001

74,015 74,005

22

74,004

73,999

73,990 74,006

2
74,00
9
74,01
4
73,99
3
74,00
5
73,98
8
74,00
4
73,99
5
73,99
0
73,99
6
74,10
2
73,98
4
74,00
7
73,99
6
74,00
7
74,00
0
73,99
7
74,00
3
73,99
6
74,00
9

74,003

0,022

74,0034

0,026

73,9956

0,024

74,000

0,012

73,9968

0,03

74,0042

0,014

73,998

0,017

73,9942

0,008

74,0014

0,011

73,9984

0,029

73,9902

0,039

74,006

0,016

73,9966

0,021

74,0008

0,026

74,0074

0,018

73,9982

0,021

74,0092

0,020

73,9998

0,033

74,0016

0,019

23

74,010

73,989

24

74,015

74,008

25

73,982

73,984

73,990 74,009 74,01

4
73,993 74,000 74,01
0
73,995 74,017 74,01
3

Tng

74,0024

0,025

74,0052

0,022

73,9982

0,035

=74,00125

1 k
1850 .0314
X =
=
= 74.001256

25
25 i =1
k

R
i =1

0.575
25

= 0.023

- Biu kim sot X

UCL = X + A 2 R = 74,001256 + 0,577*0,023 = 74.014527
LCL = X - A 2 R = 74,001256 - 0,577*0,023 = 73.987985
- Biu kim sot R
R = 0.023
UCL = D 4

= 2.115*0.023 = 0.046845

LCL = D 3

= 0* 0,023 = 0
Biu kim sot

0,023

74.020
74.015
74.010
74.005

X
CL
UCL

74.000
73.995
73.990

LCL

73.985
73.980
73.975
73.970

11

13

15

17

19

21

23

25

* Nhn xt: Nhn vo biu ta thy qu trnh din ra bnh thng n nh

v nm trong gii hn kim sot.
Biu kim sot R
0.05
0.045
0.04
0.035
0.03
0.025
0.02
0.015
0.01
0.005
0

R
CL
UCL
LCL

11

13

15

17

19

21

23

25

*Nhn xt: Nhn vo biu ta thy qu trnh din ra bnh thng n nh

v nm trong gii hn kim sot.

Bi 9: C cc s liu biu th b dy ( tnh bng mm) ca cc khi kim loi

nh sau:

3.56
3.48
3.41
3.55
3.48
3.59
3.40
3.48
3.52
3.41

3.46
3.56
3.37
3.52
3.48
3.63
3.54
3.50
3.46
3.45

3.48
3.50
3.47
3.44
3.32
3.59
3.46
3.56
3.46
3.34

3.50
3.52
3.49
3.50
3.40
3.47
3.51
3.50
3.45
3.44

3.42
3.47
3.45
3.45
3.52
3.38
3.48
3.52
3.46
3.47

3.43
3.48
3.44
3.44
3.34
3.52
3.50
3.46
3.54
3.47

3.52
3.46
3.50
3.48
3.46
3.45
3.68
3.48
3.54
3.41

3.94
3.50
3.49
3.46
3.43
3.48
3.60
3.46
3.48
3.48

3.44
3.56
3.46
3.52
3.30
3.31
3.46
3.52
3.49
3.54

3.56
3.38
3.46
3.46
3.46
3.46
3.52
3.56
3.41
3.47

Yu cu: Hy v biu phn b (biu ct ) v cho nhn xt

Tr li:
Ta c:
X max = 3.68 v X min = 3.30
rng R = 3.68 3.30 = 0.38
k= N = 100 = 10
xc nh chiu rng ca lp: h =

0.38
10

= 0.038

d tnh ton ta ly h = 0.04

xc nh n v ca lp :

h
2

0.04
2

= 0.02

xc nh gii hn trn v di ca tng lp ln lt bt u t gi tr nh

nht nh sau: X min =

h
2

DCL = 3.3 + 0.02 = 3.32

LCL = 3.3 0.02 = 3.28

Ta c gi tr trong bng:
Stt
Bin gii Gi
lp
tr
gia
1
3.28 3.32 3.30

Kim tra

Tn sut

//

2
3
4
5

3.32 3.36
3.36 3.40
3.40 3.44
3.44 3.48

3.34
3.38
3.42
3.46

6
7
8
9
10
11
Tng

3.48 3.52
3.52 3.56
3.56 3.60
3.60 3.64
3.64 3.68
3.68 3.42

3.50
3.54
3.58
3.62
3.66
3.70

///
3
///
3
//// ////
9
//// //// //// //// //// /// 32
/ //
//// //// //// //// ////
25
//// //// ////
15
//// ///
8
//
2
0
/
1
100

BIU HNH CT
35
30
25
20
tn sut

15
10
5
0

10

11

*Nhn xt : Ta thy Biu c dng phn phi chun (hnh qu chung)

chng t b dy ca cc khi kim loi l bnh thng.
Bi 10: Nhm xc nh chnh xc cc kch thc ca vt liu kim loi c lin
quan ti qu trnh cng ngh gia cng nhit ang s dng. Ngi ta tin
hnh ghi chp khi o h s bin dng ca vt liu kim loi trong qu trnh
nhit luyn nh sau (ly 100 mu)
Yu cu:Hy v biu phn b (biu ct ) v nhn xt.

0.9
0.6
0.5
0.6
0.7
0.8
1.0
1.4
1.1
1.5

1.5
0.1
0.8
0.7
0.8
1.0
0.9
1.4
1.4
1.6

0.9
0.7
0.3
0.5
0.3
0.6
1.0
0.9
1.4
1.6

1.1
0.8
0.4
0.2
0.4
1.0
1.2
1.1
1.4
1.5

1.0
0.7
0.5
0.5
0.6
0.7
1.3
0.9
0.9
1.6

0.9
0.8
1.0
0.3
0.7
0.6
0.9
1.4
1.1
1.5

1.1
0.5
1.1
0.5
1.1
0.3
1.3
0.9
1.4
1.6

1.1
0.8
0.6
0.4
0.7
1.2
1.2
1.8
1.1
1.7

1.2
1.2
1.2
1.0
1.2
1.4
1.4
0.9
1.3
1.8

1.0
0.6
0.4
0.8
0.8
1.0
1.0
1.4
1.1
1.5

Tr li:
Ta c:
X max = 1.8 v X min = 0.1
rng R = 1.8 0.1 = 1.7
k= N = 100 = 10
xc nh chiu rng ca lp: h =

1. 7
10

= 0.17

d tnh ton ta ly h = 0.2

xc nh n v ca lp :

h
2

0.2
2

= 0.1

xc nh gii hn trn v di ca tng lp ln lt bt u t gi tr nh

nht nh sau: X min =

h
2

DCL = 0.1 + 0.1= 0.2

LCL = 0.1 0.1 = 0

Ta c gi tr trong bng:
Stt
Bin gii lp
1
0 0.2
2
0.2 0.4
3
0.4 0.6
4
0.6 0.8
5
0.8 1.0

Gi tr gia
0.1
0.3
0.5
0.7
0.9

Kim tra
/
/////
//// ////
//// //// ///
//// //// //// ///

Tn sut
1
5
10
14
18

6
7
8
9
10
Tng

1.0 1.2
1.2 1.4
1.4 1.6
1.6 1.8
1.8 2.0

1.1
1.3
1.5
1.7
1.9

//// //// //// ////

//// ////
//// //// ////
/////
//

20
10
15
5
2
100

BIU HNH CT
20
15
10

tn s

5
0

10

*Nhn xt: Ta thy Biu c dng phn phi chun (hnh qu chung)
chng t qua trnh luyn kim loai din ra bnh thng, h s bin dng vn
mc chp nhn c.
Bi 11: Ly mt mu 84 chi tit gia cng v xc nh c cc gi tr ca n
nh sau:
Yu cu: Hy v biu ct v nhn xt qu trnh gia cng?
170
200
185
195
220
200
190

180
185
210
210
220
180
190

Tr li:
Ta c:

215
180
210
180
195
200
200

195
185
210
210
200
185
205

195
185
180
210
195
220
195

180
190
195
225
195
175
215

200
210
200
210
180
195
220

190
215
210
190
195
200
195

180
220
210
195
175
180
200

170
185
200
200
225
205
195

220
215
205
200
180
185
195

215
205
195
225
200
175
185

X max = 225 v X min = 170

rng R = 225 170 = 55
k= N = 84 = 9
xc nh chiu rng ca lp: h =

55
9

= 6.1

d tnh ton ta ly h = 6
xc nh n v ca lp :

h
2

6
2

=3

xc nh gii hn trn v di ca tng lp ln lt bt u t gi tr nh

nht nh sau: X min =

h
2

DCL = 170 + 3 = 173

LCL = 170 3 = 167
Ta c gi tr trong bng
Stt
Bin gii lp
1
167 173
2
173 179
3
179 185
4
185 191
5
191 197
6
197 203
7
203 209
8
209 215
9
215 221
10
221 - 227
Tng

Gi tr gia
170
176
182
188
194
200
206
212
218
224

BIU CT

Kim tra
//
///
//// ////
//// //// //
//// //// ///
//// //// //
////
//// ////
//// //// /
///

Tn sut
2
3
10
13
15
13
4
10
11
3
84

16
14
12
10
8

tn s

6
4
2
0

10

*Nhn xt: Qua biu ta thy: biu phn b khng chun dng rng
lc c cc nh cao thp xen k nhau. Chng t qu trnh gia cng din ra
khng bnh thng, c nhng sai xt xy ra.
Bi 12: xc nh lc ko t y ca mt loi giy vi dy x, ngi ta
ghi nhn cc s liu trong bng sau:
Th t
X
Y
1
0,20
64
2
0,19
65
3
0,28
69
4
0,26
69
5
0,23
66
6
0,21
65
7
0,24
67
8
0,26
67
9
0,28
70
10
0,25
68
11
0,25
67
12
0,22
66
13
0,18
63
14
0,26
68
15
0,17
62
16
0,30
70
17
0,19
64

18
19
20

0,25
0,29
0,27

68
69
68

Yu cu: Hy v biu phn tn (tn x) v cho nhn xt.

Tr li
BIU PHN TN
BIU PHN TN
71
70
69
68
67
66
65
64
63
62
61
0
0.1
0.2
0.3
*Nhn
xt: Qua0.05
biu trn
ta thy: 0.15
Mi tng quan
dng0.25
gia nguyn
nhn v kt qu. Trong trng hp ny phn nh mi quan h t l thun
ngha l nu giy cng dy th lc ko t cng ln.

Bi 13: Kt qu iu tra
trong bng sau:
S
Vn
tc
bng
chuyn
ng
1
8.1
2
7.1
3
7.4
4
5.8
5
7.6
6
6.8

tc bng chuyn v chiu di ct c th hin

Chiu di
ct c
(mm)

1046
1030
1039
1027
1028
1025

26
27
28
29
30
31

Vn
tc Chiu di
bng
ct c
chuyn
(mm)
ng
8
1040
5.5
1013
6.9
1025
7
1020
7.5
1022
6.7
1020

0.35

7
7.9
1035
32
8.1
8
6.3
1015
33
9
9
7
1038
34
7.1
10
8
1036
35
7.6
11
8
1026
36
8.5
12
8
1041
37
7.5
13
7.2
1029
38
8
14
6
1010
39
5.2
15
6.3
1020
40
6.5
16
6.7
1024
41
8
17
8.2
1034
42
6.9
18
8.1
1036
43
7.6
19
6.6
1023
44
6.5
20
6.5
1011
45
5.5
21
8.5
1030
46
6
22
7.4
1014
47
5.5
23
7.2
1030
48
7.6
24
5.6
1016
49
8.6
25
6.3
1020
50
6.3
Yu cu: Hy v biu phn tn (tn x) v cho nhn xt.

1035
1052
1021
1024
1029
1015
1030
1010
1025
1031
1030
1034
1034
1020
1025
1023
1028
1020
1026

Tr li:
BIU PHN TN

Chiu di ct c (mm)

1055
1050
1045
1040
1035
1030
1025
1020
1015
1010
1005
0

Vn tc bng chuyn ng

*Nhn xt: Qua biu trn ta thy: phn tn ca cc im tp trung ch

yu t l thun giuwac bin nguyn nhn v kt qu => C s tng quan
dng gia nguyn nhn v kt qu. Trong trng hp ny l khi vn tc
bng chuyn ng cng ln th chiu di ct c cng rng.