Integrating Customer Perception into Process Capability Measures

Process capability indices provide a measure of the output of an in‐control process that conforms to a set of specification limits. These measures, which assume that process output is approximately normally distributed, are intended for measuring process capability for manufacturing systems. When the performance of a system results in a product that fails to fall within a given specification range, however, the product is typically scrapped or reworked, and the actual distribution that the customer perceives after inspection is truncated. In this paper, the concept of a truncated measure for three types of quality characteristics is introduced as the key to linking customer perception to process capability. Subsequently, a set of customer‐perceived process capability indices is presented as an extension of traditional manufacturer‐based counterparts. Finally, data transformation‐based process capability indices are also discussed. A comparative study and numerical example reveal considerable differences among the traditional and proposed process capability indices. It is believed that the proposed process capability index for various quality characteristics may more aptly lead to process improvement by facilitating a better understanding of the integrated effects found in engineering design problems.