A process capability/customer satisfaction approach to short-run processes

Short-run processes pose many challenges to standard statistical process control methodologies. Classical short-run approaches attempt to standardize the measurements before applying traditional control procedures. A technique is proposed that standardizes the measurements from a customer satisfaction perspective and then uses small sample process capability techniques to provide analytical control mechanisms for a class of short-run processes. Examples motivated from a print shop are used to illustrate the procedures. Copyright (c) 2008 John Wiley & Sons, Ltd.