Approximately 200 deliveries are recorded by the receiving department each week. Each delivery includes accompanying paperwork. There are many different mistakes that can occur with these deliveries, including wrong materials, damage, overage materials, shortages, late arrivals, and errors in the paperwork. A PDSA Cycle was planned to better understand the extent of these errors and develop a strategy for improvement.

The plan was to collect data on errors for a period of 20 weeks to examine the extent of these quality problems. A clipboard was placed in the delivery area, and all personnel were asked to record the various problems in one of three categories:

Critical errors (complete failure of the delivery)

Major errors (problems that delay the delivery)

Minor errors (errors that do not slow down the delivery)

See data in the following table.

(a) Prepare appropriate Shewhart charts for these data.

(b) What can you learn about the delivery/receiving process?

(c) What are some possible reasons for the special causes?

(d) What other types of data would be useful in improving this process?

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Critical Week errors Major errors Minor errors 1 10 11 12 13 14 15 428336740534715 23456789 8 31 12 44 6 10 4 26 11 49 7 63 16 19 9 28 5 10 14 8 4 BT T 55 33 35 57 22 10 7 13 14 16 2 7 11 17 14 20 18 19 20 4476 15 95 19 16. 6 5 10 8 Total 105 184 552