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控制图自上世纪20年代发明以来,广泛用于生产过程控制.在先进国家,也逐渐将控制图用于服务业.按ISO9000质量体系标准族观点,“一切工作都是通过过程完成的”.应用控制图来分析、控制和改进服务过程,也是题中应有之意.美国一些专家,干脆称控制图为“过程行为图”.美国田纳西州的报纸,根据安全部门提供的数据,发布了“交通死亡人数连续三年直线下降……”的头条新闻.但国际著名的统计学家、美国“质量”杂志的专栏作家维勒先生,却根据新闻中过去25年的每年交通死亡人数(见表1),作出了自己的分析和质疑.“数据表示着高速公路安全的任何实质性改变吗?”,维勒的作法是“把这些数据放到过程行为图(即控制图)上”.这里他了选择了单值和移动极差控制图,即XmR图.
Control chart since the invention of the 1920s, widely used in the production process control.In advanced countries, but also the control chart for the service industry.According to the ISO9000 quality system standard family point of view, “all work is done through the process.” The application of control charts to analyze, control and improve the service process, but also the meaning of the question.American experts, simply call the control map for the “process behavior map.” Tennessee newspaper, according to data provided by the security department, released “The number of traffic fatalities plummeted for three straight years ...” However, Mr. Weller, an internationally renowned statistician and quality magazine columnist, calculated the number of annual traffic fatalities in the news for the past 25 years Table 1), made its own analysis and questioned: “Does the data represent any substantial change in highway safety?” Ville’s approach was “to put these data on a process behavior diagram (control chart).” Here he chose the single value and the moving range control chart, the XmR chart.