Total Quality Tools PDF

Total Quality Tools Dr. Shaymaa Elsawaby Basic Steps in problem solving 1. Define the problem & establish an improvement goal. 2. Develop performance measures & collect data. 3. Analyze the problem. 4. Generate potential solutions. 5. Choose a solution 6. Implement the solution 7. Mo...

Total Quality Tools Dr. Shaymaa Elsawaby Basic Steps in problem solving 1. Define the problem & establish an improvement goal. 2. Develop performance measures & collect data. 3. Analyze the problem. 4. Generate potential solutions. 5. Choose a solution 6. Implement the solution 7. Monitor the solution to see if it accomplishes the goal. The PDSA Cycle Plan Act Do Study  Process Improvement A systematic approach to improving a process. It involves documentation, measurement, & analysis for the purpose of improving the functioning of a process. Goals of process improvement ✓Increasing customer satisfaction ✓Achieving higher quality. ✓Reducing waste ✓Reducing cost ✓Increasing productivity ✓Reducing processing time The Process Improvement Cycle Select a process Document Study/document Evaluate Seek ways to Implement the Improve it Improved process Design an Improved process  Basic Quality Tools – There are a number of tools that can be used for problem solving and process improvement. – Tools aid in data collection and interpretation, and provide the basis for decision making.  Basic Quality Tools Flowcharts Check sheets Histograms Pareto Charts Scatter diagrams Control charts Cause-and-effect diagrams Run charts  Flowchart A visual representation of a process A problem-solving tool. A diagram of the steps in a process It can help investigators in identifying possible points in a process where problems occur.  How to construct a flowchart 1. Listing the steps in a process. 2. Classify each step as either a procedure or a decision (or check) point. 3. Try to not make the flowchart too detailed, but be careful not to omit any key steps  Check Sheet is a simple tool frequently used for problem identification. Provide a format that enables users to record & recognize data in a way that facilitates collection &analysis. Check Sheet Billing Errors Monday Wrong Account Wrong Amount Accounting Errors Wrong Account Wrong Amount  An example of a check sheet Day time Missing Off Smeared loose Total Label center M 8-9 IIII I I 6 9-10 I II 3 10-11 I IIII 5 11-12 I I I 3 1-2 I 1 2-3 II II II 6 3-4 IIII III I 8 Total 5 12 8 7  Pareto Analysis Technique for classifying problem areas according to degree of importance & focusing on the most important. Often referred to as 80-20 rule.  Pareto Analysis 80% of the problems may be Number of defects attributed to 20% of the causes. Off Smeared Missing Loose Other center print label  Control Chart A statistical chart of time-ordered values of a sample statistic It can be used to monitor a process to see if the process output is random It can help detect the presence of correctable causes of variation It can indicate when a problem occurred & give insight into what caused the problem  Control Chart 1020 UCL 1010 1000 990 LCL 980 970 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15  Control Chart A time-ordered plot of sample statistics used to distinguish between random & nonrandom variability.  Cause-and-Effect Diagram (fishbone diagram) A diagram used to search for the causes of a problem It helps to organize problem-solving efforts by identifying categories of factors that might be causing problems. Cause-and-Effect Diagram Methods Materials Cause Cause Cause Cause Cause Cause Effect Cause Cause Cause Cause Cause Cause People Equipment Cause-and-Effect Diagram Methods Material (ticket stock) printing paper Cause speed carbon quality age Airline Ticket supervision type errors ability maintenance Cause Age Personnel machine