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ENGR 4300-01
Quality Improvement
Course Project
Date: 11/29/2006
Submitted to:
Dr. Weihang Zhu
Department of Industrial Engineering
Lamar University
Glen’s Paint and Body shop provides full service for collision repair cars. Their
service covers anything from a small fender bender to a head on collision that nearly
destroys your vehicle. The primary step involved is that the vehicle goes through the
insurance adjuster and repair advisor who evaluates the damage and estimate the cost
involved to repair the vehicle. After the two parties makes an agreement on the estimate
the parts can be ordered and the vehicle will be assigned to a particular body technician.
After the estimation, the vehicle is assigned to one of the 3 body technician to
remove all the damaged parts form the vehicle. This work may range from taking a
fender off to as elaborate as cutting a vehicle in half and sectioning it back together.
After the removal of damaged parts all necessary parts are assembled back on the vehicle
The next step is where the paint is applied to the new parts and damaged areas of
the vehicle. This step is done by one of the two painters. The damaged areas will have a
coat of primer applied to them, to make the area smooth. While doing this process the
vehicle needs to be covered with tape and plastic to insure that the undamaged areas will
not accumulate paint overspray. After the primer has hade time to cure, it is then sanded
and cleaned to be painted. After the damaged areas and miscellaneous parts of the
vehicle are painted back to the original color, the paint is baked at 150 degrees for half
and hour.
After the initial Paint process the vehicle is returned to the assigned body
technician for reassembly. This is where all the removed parts are put back on the
vehicle, which includes door handles, windows, bumpers, headlights, moldings/decals,
etc. After the vehicle is completely reassembled as if were new again, it moves to the last
step.
Last, the vehicle undergoes a final quality inspection. The quality inspection
ensures is that all the functional and mechanical components that were damaged and
replaced are back to normal working condition. And after all these steps are complete the
The important objective involved in this project is that, time taken to repair and paint the
damaged car. When ever the car comes to repair shop, the estimator software gives the
estimated time to complete that particular task by the technician such that they get paid
for that much time. Since there is always a significant different between the software and
manual time (work time), it is good to use a statistical process tool to verify whether the
work is in control or not. Also it is possible to check the ability and skill of the technician
working on it.
The main focus of the project will be to study and analysis the standard time spent for
each repairs on weekly basis (6 weeks here) and to look the number of reworks occurring
on each observation. Also to compare the estimated time given by the software with that
of the manual work time to see out of control points. The recommendations and
Control charting is one of the tools of Statistical Process Control (SPC). It is the most
technically sophisticated tool of SPC. It was developed in the 1920s by Dr. Walter A.
Shewhart of the Bell Telephone Labs. Dr. Shewhart developed the control charts as a
statistical approach to the study of manufacturing process variation for the purpose of
improving the economic effectiveness of the process. These methods are based on
continuous monitoring of process variation. Control charts can be said to be the graphical
According to Dr. Shewhart, even with the simplicity of the control chart many people
need a different view point for effectively manage and improve the quality, so he
suggested some simple but main principles for the statistical process control are:
4. The reasons for variation outside this stable pattern may be discovered and
corrected.
In general for all the processes we need to monitor the extent to which our products and
Attributes
Measure
Process
Outputs
Figure 1
Characteristics:
In the most general terms, there are two "enemies" or characteristics of quality in any
process are:
Control charts can be said to be the graphical display of the quality characteristics.
During the earlier stages of developing the processes, designed experiments are often
used to optimize these two quality characteristics. There are two methods provided in
quality control: (1) on-line and (2) in-process quality control procedures to monitor an
on-going process.
Outputs affect on creating control chart:
The outputs from the processes have measurable attributes. SPC is based on the idea that
these attributes have two sources of variation: natural (also known as common) and
assignable (also known as special) causes. This is used to for the development of the
control charts by displaying the quality characteristic that has been measured or
computed from a sample versus the sample number or time. If the observed variability of
the attributes of a process is within the range of variability from natural causes, the
The chart contains a center line that represents the average value of the quality
characteristic corresponding to the in-control state. Two other horizontal lines, called the
upper control limit (UCL) and the lower control limit (LCL) are also drawn which is the
range to be expected from natural causes. These control limits are chosen so that if the
process is in control, nearly all of the sample points will fall between them. As long as the
points plot within the control limits, the process is assumed to be in control, and no action
is necessary. However, a point that plots outside of the control limits is interpreted as
evidence that the process is out of control, and investigation and corrective action is
required to find and eliminate the assignable causes responsible for this behavior. The
control points are connected with straight line segments for easy visualization. Even if all
the points plot inside the control limits, if they behave in a systematic or nonrandom
Identify measurable
Attributes of the process
Characterize natural
Variation of attributes
YES
NO
Is Process Identify assignable Remove
Controlle cause assignable cause
d
The chart contains a center line that represents the average value of the quality
characteristic corresponding to the in-control state. Two other horizontal lines, called the
upper control limit (UCL) and the lower control limit (LCL), it can also be considered as
the range that can be expected from natural causes. These control limits are determined
using the standard specified for the process that is been considered. Normally the
individual points in the chart represent the samples and are connected by a line, or we can
say that the control points are connected with straight line segments for easy
visualization. Thus nearly all of the sample points should fall between the control limits.
As long as the points plotted falls within the control limits, the process is assumed to be
in control, and no action is necessary. However, a point that plots outside of the control
limits is interpreted as evidence that the process is out of control, and investigation and
corrective action is required to find and eliminate the assignable causes responsible for
this behavior. The control points are connected with straight line segments for easy
visualization. Even if all the points plot inside the control limits, if they behave in a
systematic or nonrandom manner, then this is an indication that the process is out of
control.
Control chart is a device for describing in a precise manner what is meant by statistical
The types of charts are often classified according to the type of quality characteristic that
they are supposed to monitor: there are quality control charts for variables and control
mean value of a variable (e.g., size of piston rings, strength of materials, etc.).
R chart. In this chart, the sample ranges are plotted in order to control the
variability of a variable.
S chart. In this chart, the sample standard deviations are plotted in order to
S**2 chart. In this chart, the sample variances are plotted in order to control the
variability of a variable.
For controlling quality characteristics that represent attributes of the product, the
C chart. In this chart we plot the number of defectives (per batch, per day, per
machine, per 100 feet of pipe, etc.). This chart assumes that defects of the quality
attribute are rare, and the control limits in this chart are computed based on the
U chart. In this chart we plot the rate of defectives, that is, the number of
defectives divided by the number of units inspected (the n; e.g., feet of pipe,
number of batches). Unlike the C chart, this chart does not require a constant
number of units, and it can be used, for example, when the batches (samples) are
of different sizes.
Np-chart. In this chart, we plot the number of defectives (per batch, per day, per
machine) as in the C chart. However, the control limits in this chart are not based
Therefore, this chart should be used if the occurrence of defectives is not rare
(e.g., they occur in more than 5% of the units inspected). For example, we may
use this chart to control the number of units produced with minor flaws.
P chart. In this chart, we plot the percent of defectives (per batch, per day, per
machine, etc.) as in the U chart. However, the control limits in this chart are not
based on the distribution of rare events but rather on the binomial distribution (of
Advantages of variable control charts: Variable control charts are more sensitive than
attribute control charts. Therefore, variable control charts may alert us to quality
problems before any actual "unacceptable" (as detected by the attribute chart) will occur.
Montgomery (1985) calls the variable control charts leading indicators of trouble that
will sound an alarm before the number of rejects (scrap) increases in the production
process.
Advantages of attribute control charts: Attribute control charts have the advantage of
allowing for quick summaries of various aspects of the quality of a product, that is, the
quality criteria. Thus, attribute charts sometimes bypass the need for expensive, precise
devices and time-consuming measurement procedures. Also, this type of chart tends to be
more easily understood by managers unfamiliar with quality control procedures;
therefore, it may provide more persuasive (to management) evidence of quality problems.
A control chart may indicate an out-of-control condition either when one or more points
fall beyond the control limits, or when the plotted points exhibit some nonrandom pattern
of behavior. The test used to check the variation is called as the run test.
Normally to define a run test the area above the center line is divided into three zones (A,
B, C). It is assumed that Zone A is defined as the area between 2 and 3 times sigma above
and below the center line; Zone B is defined as the area between 1 and 2 times sigma, and
Zone C is defined as the area between the center line and 1 times sigma.
The process is out of control if any one or more of the criteria is met.
1. One or more points outside of the control limits. This pattern may indicate:
2. A run of eight points on one side of the center line. This pattern indicates a shift in
the process output from changes in the equipment, methods, or materials or a shift
inside the control limits. This may be the result of a large shift in the process in
system.
4. Four of five consecutive points beyond the Zone C (1- sigma) limits.
order.
To have a further understanding of our approach towards how to analyze the data during
9 points in Zone C or beyond (on one side of central line). If this test is positive (i.e., if
this pattern is detected), then the process average has probably changed. Note that it is
assumed that the distribution of the respective quality characteristic in the plot is
symmetrical around the mean. This is, for example, not the case for R charts, S charts, or
most attribute charts. However, this is still a useful test to alert the quality control
engineer to potential shifts in the process. For example, successive samples with less-
than-average variability may be worth investigating, since they may provide hints on how
6 points in a row steadily increasing or decreasing. This test signals a drift in the
process average. Often, such drift can be the result of tool wear, deteriorating
14 points in a row alternating up and down. If this test is positive, it indicates that two
systematically alternating causes are producing different results. For example, one may
be using two alternating suppliers, or monitor the quality for two different (alternating)
shifts.
2 out of 3 points in a row in Zone A or beyond. This test provides an "early warning" of
a process shift. Note that the probability of a false-positive (test is positive but process is
4 out of 5 points in a row in Zone B or beyond. Like the previous test, this test may be
15 points in a row in Zone C (above and below the center line). This test indicates a
points in Zone C). This test indicates that different samples are affected by different
factors, resulting in a bimodal distribution of means. This may happen, for example, if
different samples in an X-bar chart where produced by one of two different machines,
where one produces above average parts, and the other below average parts.
The types of control charts mentioned so far are by far the most widely used quality
control methods. But with the growing trend of the use of computers in the industrial
popular.
Here at Glen’s Paint and Body we offer a full line of collision repair services.
This covers anything from a small fender bender to a head on collision that nearly
destroys your vehicle. Services cover personal / company vehicle as well as any
. About 25% of business is form customer pay, where the owner will pay out-of-
pocket for the repairs to their vehicle that has been in a collision or the vehicle that they
had a collision with. And, the other 75% of our business comes from major automobile
insurance companies like, Progressive Insurance, Geico Insurance, Farmers, Allstate, and
many others. These insurance vehicles come to the shop and undergo an extensive 4 step
The first step the vehicle goes through is when the insurance adjuster and our
repair advisor evaluates the damage and wrights the estimate on the vehicle. After the
two parties agree on the estimate the parts can be ordered and the vehicle will be assigned
to a particular body technician. The estimate is nothing but the document that shows
what needs to be repaired on the vehicle, how long it should take the technicians to finish
the repairs, and how much it will cost to repair the vehicle.
The second step is when the vehicle is assigned to one of the 3 body technician to
remove all the damaged parts form the vehicle so that the necessary repairs can be
completed. This may range from taking a fender off to as elaborate as cutting a vehicle in
half and sectioning it back together. After the repairs are complete and all necessary parts
are assembled back on the vehicle it then goes to the next step.
The next step is where the paint is applied to the new parts and damaged areas of
the vehicle. This step is done by one of the two painters. The damaged areas will have a
coat of primer applied to them, to make the area smooth. In doing this process the vehicle
will needs to be covered with tape and plastic to insure that the undamaged areas will not
accumulate paint overspray. After the primer has hade time to cure, it is then sanded and
cleaned to be painted. After the damaged areas and miscellaneous parts of the vehicle are
painted back to the original color, the paint is baked at 150 degrees for half and hour.
The forth step it the process is where the vehicle is returned to the assigned body
technician to be reassembled. This is where all the removed parts are put back on the
etc. After the vehicle is completely reassembled as if were new again, it moves to the last
step.
Last, the vehicle undergoes a final quality inspection. This first ensures that all
parts are painted to match and fitted correctly. It also makes sure that the paint finish is
up to quality standard or it will be sent back to the paint shop. The last thing the quality
inspection ensures is that all the functional and mechanical components that were
damaged and replaced are back to normal working condition. And after all these steps
4. Problem Definition
At Glen’s Paint and Body there are three main issues that lead to rework. Which
start from, wrong parts were ordered or sent for a vehicle, work being sent back to the
body shop because certain repairs were not completed properly, and also have an issue
with some vehicles getting paint overspray on them. These issues lead to the majority of
Part Issue:
First is the parts issue. Sometimes it may be that our parts ordering department ordered
the wrong parts. Maybe they gave the parts dealer the wrong VIN number or they might
have ordered the parts for the left side and not the right side. Other times the parts were
correctly ordered but the distributor sends the wrong part. It also may be boxed or
labeled wrong from the distributor, in this case the distributor will pay the extra cost that
Second is when work is sent back from the paint shop to the body shop because the body
technician didn’t repair something properly, or they missed a repair completely. This
may be when the body tech. improperly repaired an area to be painted. Maybe the area is
too rough for the prime to make smooth enough for the final paint finish, or if the area
repaired is too high or low to meet quality standards. The technicians can also miss a
repair completely; do to not evaluating the estimate correctly. They might fail to see a
Overspray:
Last is when vehicles obtain paint overspray on the undamaged areas. This can be
caused when someone parks the vehicle unknowingly next to a job that is being primed
without covering it first with tape and paper. The excess primer floating in the air lands
on the uncovered vehicle, which leaves paint overspray. The processes to remove the
paint overspray my take several hours. It can also be caused when the paint technician
Above issues leads to work delay, which lead to not completing the work at right time.
5. Data Collection
The data collection process at Glen’s Paint and Body was a rather complex
process. It starts when the insurance adjuster and our estimator evaluates the vehicle that
has been in the collision. They take mental and hand written notes on what damage they
see physically wrong with the vehicle as well as put marking on the vehicle. The
markings remind them and the technicians working on the vehicle not to overlook
anything or even forget to repair a certain problem. After the notes are taken by both
parties, the information is entered into the estimating software. The software is
sophisticated enough to tell the estimators how much time it should take to repair the
vehicle and how much the total job will cost, of course the software requires you to enter
the year, make, model, and vin number of the vehicle to accurately estimate the damage.
We evaluated a total of 5 technicians, 2 from the paint shop and 3 from the body
shop. We also refer to them as paint technicians and body technicians. We tracked this
The second part of our data collection started when the estimates were finished
and handed to the assigned technicians. The total hours estimated for each technician to
finish the job were collected. This information was pulled right from the work estimates
from each tech. and for each vehicle they repaired. We then observed the actual time it
took the technicians to complete the job. The rework times were also observed for each
In our data collection process we found that a large percentage of the time the
body and paint technicians would finish the repairs in less time than the estimates
allowed for. This is quite good for the technicians because they get paid for estimated
hours worked not actual hours worked. But on the other hand this can be a problem in
the quality control department. This is where reworks come into play, when the
technicians rush to finish a job to fast and forgets to repair something or even
6. Statistical Analysis:
After the data collection, control charts are plotted for the actual time with the help of
estimated time. At first control limits for estimated time are calculated and using that as a
specification limits control charts are plotted for actual time. Some of the samples of our
(Due to confidential reasons, names of the technician are not relieved directly instead
Estimate Actual
week6 week6
3.7 5.2
21.2 15.0
6.7 10.0
12.6 10.5
7.2 15.0
2.6 1.0
11.3 16.5
2.8 1.8
7.7 4.5
10.1 10.0
Estimate Actual
week2 week2
0.5 1.0
4.0 5.5
16.9 15.0
3.5 3.5
Estimate Actual
week4 week4
2.8 2.5
0.5 0.5
1.0 1.5
0.9 1.0
1.8 1.5
1.0 1.0
Estimate Actual 25.9 25.0
week3 week3
0.5 0.5
2.8 2.5
0.7 1.0
9.9 12.5
3.6 3.5
1.5 1.5
18.7 18.0
Estimate Actual
week5 week5
3.2 2.0
1.5 1.0
4.8 3.5
24.0 20.0
Estimate Actual
week6 week6
1.3 1.0
3.1 4.0
1.2 1.2
1.0 1.0
Estimate Actual
week5 week5
14.7 7.5
3.0 1.5
7.7 5.5
3.8 4.0
27.1 15.5
2.6 10.0
11.2 6.5
12.2 15.5
Estimate Actual
week6 week6
7.9 10.2
20.0 15.5
4.9 8.0
Technician 2 :( Body Shop):
Estimate Actual
Estimate Actual week3 week3
Week 1 Week 1 19.6 5.5
13.6 6.5 7.0 6.0
5.8 10.5 15.9 12.0
10.0 5.5 20.2 8.5
8.7 14.2 9.1 5.0
10.0 13.4 16.5 8.0
Estimate Actual 17.3 1.0
week2 week2
23.9 25.5 9.4 5.5
13.9 9.5
5.5 4.0
2.0 1.0
5.1 4.0
Estimate Actual
week4 week4
21.5 35.6
30.0 14.0
16.4 25.0
22.0 8.0
13.1 22.5
Estimate Actual
week5 week5
3.3 7.2
25.5 15.5
16.2 18.5
10.0 12.5
Estimate Actual
week6 week6
5.5 2.5
12.6 10.0
19.8 15.5
3.1 1.0
16.9 12.0
10.6 5.5
12.3 6.5
6.1 3.0
14.6 9.5
Technician 3:
Estimate Actual
Week 1 Week 1
11.5 9.0
5.5 10.5
10.0 5.5
10.0 5.0
10.0 20.0
Estimate Actual
week3 week3
5.9 2.0
42.8 20.0
15.8 8.5
52.6 22.0
20.0 8.5
1.0 4.5
Estimate Actual
week2 week2
17.1 5.0
27.3 15.0
12.3 5.0
5.7 10.0
45.9 19.0
20.0 10.0
15.6 9.0
Estimate Actual
week4 week4
18.0 15.0
38.4 22.5
36.3 22.0
4.2 1.0
6.2 3.5
19.8 22.5
Estimate Actual
week5 week5 Estimate Actual
13.0 20.2 week6 week6
15.5 9.5 5.9 2.5
10.8 25.8 42.8 22.5
5.8 3.0 15.8 10.0
27.2 19.5 52.6 40.0
4.8 2.0 20.0 9.5
20.0 24.5 1.0 5.5
19.7 12.0
\
7. Recommendation and Conclusion:
help resolve the three main rework issues have been reached. If you recall they start from
the wrong parts being ordered or sent for a vehicle, work being sent back to the body
shop because certain repairs were not completed properly, and some vehicles getting
If the wrong parts are being ordered or sent, we need to implement a parts check
in procedure to reduce the time the part sits until someone realizes the problem. This can
be done by someone using a simple check list with the correct part numbers to compare
to the parts being received. As well as the person checking in the parts physically to the
Also if work is being sent back to the body shop because certain repairs were not
completed properly, we need to have the quality control person checking the vehicles at
this stage in the process not just at the final delivery of the vehicle. Another good idea
would be to make sure the technician is taking time to read the estimate properly so
Last is the problem with vehicles getting paint overspray on them. To eliminate
this problem, every vehicle that enters the paint shop must at all time be immediately
covered with tape and paper to the areas that are not being repaired. This will eliminate
the wet paint particles that are floating in the air to be able to adhere to the undamaged