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1、StatisticalProcessControlForSusan,JaneandRobertStatisticalProcessControlFifthEditionJohnS.OaklandPhD,CChem,MRSC,FIQA,FSS,MASQ,FInstD,MInstM,FRSAExecutiveChairmanofOaklandConsultingplcProfessorofBusinessExcellenceandQualityManagement,UniversityofLeedsBusinessSchoolOXFORDAMSTERDAMBO
2、STONLONDONNEWYORKPARISSANDIEGOSANFRANCISCOSINGAPORESYDNEYTOKYOButterworth-HeinemannAnimprintofElsevierScienceLinacreHouse,JordanHill,OxfordOX28DP200WheelerRoad,BurlingtonMA01803Firstpublished1986Reprinted1986,1987,1989Secondedition1990Reprinted1992,1994,1995Thirdedition1996Fourthe
3、dition(paperback)1999Fifthedition2003©1986,1996,1999,2003JohnS.Oakland.Allrightsreserved©1990JohnS.OaklandandRoyR.Followell.AllrightsreservedTherightofJohnS.OaklandtobeidentifiedastheauthorofthisworkhasbeenassertedinaccordancewiththeCopyright,DesignsandPatentsAct1988.Nopartofthisp
4、ublicationmaybereproducedinanymaterialform(includingphotocopyingorstoringinanymediumbyelectronicmeansandwhetherornottransientlyorincidentallytosomeotheruseofthispublication)withoutthewrittenpermissionofthecopyrightholderexceptinaccordancewiththeprovisionsoftheCopyright,DesignsandP
5、atentsAct1988orunderthetermsofalicenceissuedbytheCopyrightLicensingAgencyLtd,90TottenhamCourtRoad,London,EnglandW1T4LP.Applicationsforthecopyrightholder’swrittenpermissiontoreproduceanypartofthispublicationshouldbeaddressedtothepublisherBritishLibraryCataloguinginPublicationDataAc
6、ataloguerecordforthisbookisavailablefromtheBritishLibraryLibraryofCongressCataloguinginPublicationDataAcataloguerecordforthisbookisavailablefromtheLibraryofCongressISBN0750657669CompositionbyGenesisTypesettingLimited,Rochester,KentPrintedandboundinGreatBritainbyMPGBooksLimited,Bod
7、min,CornwallContentsPrefacexiPart1ProcessUnderstanding1Quality,processesandcontrol3Objectives31.1Thebasicconcepts31.2Design,conformanceandcosts81.3TQM,processesandtheSPCsystem141.4Somebasictools17Chapterhighlights18References20Discussionquestions212Understandingtheprocess23Objecti
8、ves232.1Improvingcustomersatisfac
