The Effects of Performance Feedback on the Implementation of a Statistical Process Control (SPC) Program

Abstract

The present study applied a performance feedback strategy to improve implementation of a Statistical Process Control (SPC) quality control program in a small machine shop. Behaviors involved in collecting and recording SPC data were targed, and feedback was provided by the shop foreman in face-to-face interactions with workers. The effect of the feedback on implementation was assessed in a mixed A-B-A reversal-multiple baseline across subjects design. The results showed that the percentage of components of the SPC process completed by three machine operators was initially low (baseline) and that implementation improved dramatically when the feedback program was added (intervention). Improved performance remained at high levels following removal of the feedback program for two of three workers. No consistent effects of the program on quality of products manufactured was observed.